You know its really nice when customers turn round and surprise you. Had a new client setup backend of last week on a really quick turnaround as they were in a hurry. Then we got them live but they started having lots of niggling little problems, which stemmed from a bad chown command and we were getting support tickets left and right over it.

Honestly thought they would just end up cancelling and asking for a refund (and probably within their rights on it as well) but they turned round and given us a good testomonial. Glad I'm sometimes just wrong

rus

Yep its great when customers do that, even when you havent done anything special just done their job and they email you just to let you know how pleased they are with the service, makes the long hours worth while :)

Originally posted by vaserv
You know its really nice when customers turn round and surprise you. Had a new client setup backend of last week on a really quick turnaround as they were in a hurry. Then we got them live but they started having lots of niggling little problems, which stemmed from a bad chown command and we were getting support tickets left and right over it.

Honestly thought they would just end up cancelling and asking for a refund (and probably within their rights on it as well) but they turned round and given us a good testomonial. Glad I'm sometimes just wrong

rus

Thats because you must have responded to thier support issues in a timely manner. Any reasonable person know that there will always be problems in such technical industry. people just need someone to be there for them to fix these problems.

I think that the testimonials is just a consolation prize, on other hand you have already lost the customer, you should analyze that.

We didn't lose the customer. I said I expected we would but we retained them

Rus

Originally posted by vaserv
You know its really nice when customers turn round and surprise you. Had a new client setup backend of last week on a really quick turnaround as they were in a hurry. Then we got them live but they started having lots of niggling little problems, which stemmed from a bad chown command and we were getting support tickets left and right over it.

Honestly thought they would just end up cancelling and asking for a refund (and probably within their rights on it as well) but they turned round and given us a good testomonial. Glad I'm sometimes just wrong

rus


I think that the testimonial is just a consolation prize at this moment. That customer as and when starts referring you to others that will worth more.

Originally posted by etechsupport2
I think that the testimonial is just a consolation prize at this moment.
As the original poster did not lose the customer, how is the testimonial a consolation prize? You only get a consolation prize when you lose the main prize. And I wouldn't belittle a testimonial, I think they are very valuable.

I've had one of those today so releaved over there previous experience within there last house.

We managed to get them Live on our servers changed nameservers etc transfered there 2 sites 14gb in total over to our server they were online and resolving to our servers within 2 hours, I didnt do anything special really just followed usual procedure, I've spoken to this guy a few times he always seemed the type to say thanks and then just whine about the slightest thing, i.e. theres a spelling mistake in cPanel or something like that but he was amazed he left me a wiked testimonial and has advertised me all over his site :) im happy he's happy its such a great feeling :)

1st congratulations on keeping the customer and making them happy.

There are some customers that understand that nothing is perfect and they are willing to work through issues that come up. I think the best approach is to do your best and hope that it works out. Even when things seem like they are going south just continue to work hard. Even if you do have to refund that customer will remember your hard-work and you might get them back later.

What I see happen a lot (not just in hosting) but in many customer support situations is the customer is mad and the CSR just gives up trying to be helpful, an example phone and local ISP's.. It is tough to be in this business and understand how the Internet works and then get on the phone with a CSR trained to read Que cards and try to have a professional support conversation. Most of the time they get mean and rude and they would rather you cancel than try to resolve the issue, no sweat to them. CC banks are the same, they have tons of customer so what is one customer lost??

Again good job in making your customer happy I bet you get referrals just for going the extra mile for them


Robert