Here at WHT, I often see praise by a customer bumped up by someone from the hosting company that they are praising. Then another, customer praise, thanks by the host... and the cycle continues.

Also, I see people asking for feedback about a certain host, and often the host responds. This appears as blatant advertising and is unnecessary, as I'm sure that the poster really wanted to hear from other people, not the host or its staff. If they had wanted to hear from the host, then they would have emailed them. Why would they want the host opinion, anyway? Of course, the host is going to speak highly of themselves.

Then, there are the complaints about a host, where a host feels like they have to defend themselves, and oftentimes by continuously arguing here, the host comes out the loser, IMHO.

In summary, I would respectfully suggest that:
1. If someone starts a thread here praising your company, that the host should not post to that thread. Thanking them is unnecessary and it looks like an excuse to get in your advertisement. If you really wanted to just thank them, email them.
2. If someone asks for feedback on your company, please don't respond here. They are most likely wanting feedback from a neutral party, NOT the host.
3. Host should refrain from arguing with their past or present customers at WHT. Maybe one post, but that's it. Perhaps, it's more prudent not to respond to a negative complaint here, period.

These are only my opinions.

Good suggestions ;) Just thinking that that for point 3, sometimes it is necessary for the host to clarify matters. Afterall, there's always 2 sides to the story. And while we say "Customers is always right", that can prove to not the case a lot some of the times. It's partly PR and damage control. If you know someone is blatently lying about your company, but not choosing to address it, a lot of people will then think the host has something to hide and, make their conclusions based on that. It's not good for the host either way you look at it.

I do agree with point 1 and 2.

Originally posted by chrisb




3. Host should refrain from arguing with their past or present customers at WHT. Maybe one post, but that's it. Perhaps, it's more prudent not to respond to a negative complaint here, period.



The only problem with this last thought is that people often demand an answer here and when one isn't forthcoming, they tend to assume the host is in the wrong, which isn't always the case. I do agree it shouldn't be hashed out here though. The rest of your points are quite valid and I would wholeheartedly agree with you.

Originally posted by silversurfer
If you know someone is blatently lying about your company, but not choosing to address it, a lot of people will then think the host has something to hide and, make their conclusions based on that. It's not good for the host either way you look at it.

There will always be people who will lie about you and your company, misinterpret things, accuse of things you did not do, etc. I don't think hosts should feel the need to defend themselves, but maybe I'm wrong. Some hosts seem to do very well that don't bother responding to negative posts here. For example, has Verio or Superb ever responded to a negative post about them here? I have not seen it.



PS: I admit this is easy for me to say though since I'm not yet a host. :)

Originally posted by chrisb
These are only my opinions.
And who said you could have on of those?? :D

I added that opinion clause just for you, Bob - so you'd know that it wasn't a fact. Have a happy turkey!

I always reply to threads with our company in - be it praise or critisism, I feel I should comment - Nobody will stop me doing that, end of story.

I think it's OK for a host to respond to customer praise, but it should be close to the previous post (in time, that is), and only something along the lines, like "thank you, it's very nice to hear you are satisfied". If the customer asks a question as well as offer praise, that should of course be answered as well with apropriate information.

Originally posted by UH-Matt
I always reply to threads with our company in - be it praise or critisism, I feel I should comment - Nobody will stop me doing that, end of story. :eek:


I'm speachless.


Or is that speechless?


I always get confused over that.


Good points, Chris. Well, sorta. In a way. hmmm . . . . Although I don't mind a host saying Thanks when it's done close to the time the thread is started; it is really annoying to see it done when the threads been dead a day. Even if it's the first time the host saw it; it should be left alone.

I agree about putting a thread to rest rather than bumping it up - but when a thread is started about YOUR company, you cant help but follow it and reply - there shouldnt be a rule disallowing this, if the thread is "active" as in OTHER people are still posting on it then the host should be allowed to add there own comments.

I agree with 1, 2, and 3. Keyword there being "argue"

I always wonder how the host knew the post was there whenever I see a response by said host within a short time period. I know sites can follow a live link referral, but when I don't see a link, and the host responds (especially when host has recently joined WHT) I smell something fishy.
I know I don't go following people around the web saying "Thank you" or "There must be a misunderstanding . . . " everytime someone posts about our company. Yes, I have followed a few links back. - So far all good.

Originally posted by Aussie Bob

And who said you could have on of those?? :D

Yeah, at the meeting, didn't we address that issue and decide that he shouldn't have any at all?? :D

Or was it they were only allowed on tuesdays? I forget...

Well i check these forums constantly through the day and generally notice if unitedhosting is mentioned - and respond, if you look at any thread i take an interest in its often a reply within minutes.

I was going to respond to this thread but I am a host and in order not to upset Chrisb I will not respond.

Oh wait I just did. :D

I agree with Matt. Although, some hosts should be given a crash course in how to handle bad customers professionally. :)

Originally posted by chrisb
I added that opinion clause just for you, Bob - so you'd know that it wasn't a fact. Have a happy turkey!
You're learning. :D

Originally posted by UH-Matt
when a thread is started about YOUR company, you cant help but follow it and reply - there shouldnt be a rule disallowing this

Yes, you "can" help it. It's called discipline. :) I'm not a mod, and it is not a rule; but I wouldn't mind if it was a rule. It'd also be nice if a mod gave us their opinions on these issues.

Originally posted by chrisb


Yes, you "can" help it. It's called discipline. :) I'm not a mod, and it is not a rule; but I wouldn't mind if it was a rule. It'd also be nice if a mod gave us their opinions on these issues.

Chris,
I think that there is a fine line between replying to a positive and/or negative thread about your company, and bumping it up. If the thread is intentionally bumped with a response like, gee thanks, then that is an issue. If there is a negative thread about a hosting company, you have to give them (the hosting company) a chance to respond, that is only fair. You don't have a hosting company yet, wait till you do and your feelings on this subject will change.

-Steven

Well said, Steven :)

Many times here, I see hosts automatically being labeled as wrong/bad when they do not respond or stop responding to a thread against them. Therefore, I find that it is ok for a host to keep defending themselves.

Many times, here, as with anything in life, I see that things need to be decided on a case by case basis. :)

Originally posted by AceWeb
Many times here, I see hosts automatically being labeled as wrong/bad when they do not respond or stop responding to a thread against them. Therefore, I find that it is ok for a host to keep defending themselves.

One thing I checked for when I looked for a new host was how hosts replied to customer comments on here.
Arguing with a customer in a public forum is bad, period. There are no redeeming qualities to it whatsoever.
If a customer posts something negative, a host should reply that they're sorry there's a problem, let me know what we need to do to fix it and we'll get it resolved.
Period.
That's the impression that future customers need to be left with, not who was right or wrong in one particular instance.
If the customer continues to rant and rave after that, so what? It's the customer that looks bad, not the host.
A host that will argue with a customer in a public forum simply doesn't understand the importance of customers to the continued existence of their business.