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  #1  
Old 05-25-2000, 12:51 AM
DigitalFairplex DigitalFairplex is offline
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I was just reading some of the posts here. It seems that there are some real horror stories dealing with web hosting providers. Now instead of me telling you all about how "our service is better than the rest, come with us" kind of thing, I want to here you speak to us (the webhosting company) for once. I would really appreciate some replies stating exactly what urkes the hell out of you about these webhosting companies, and what makes a webhosting company good. I read these posts and it is kind of scarry to think people actually conduct business this way. Our company wants to do things right, (we don't ever want a reputation like ICOM.COM has) and what better way than to go about that than have people who don't give a hoot about us, explain what makes a web-hosting good in their book.

Thanks a lot!
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DigitalFairplex Internet Hosting Services
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  #2  
Old 05-25-2000, 01:26 PM
Duster Duster is offline
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It's simple, really. It all starts with the attitude (philosphy) of your (or any other) business.

1. Tell us the truth! Don't attempt to mislead or deceive. "Unlimited bandwidth" is a lie, especially given the limitations of the related cpu usage on shared servers. What some companies call marketing terms is just another word for lies.

2. Have a plan for a customer's growth. What many of you call abusing resources is simply unexpected growth and popularity of our sites for many of us. Instead of disabling our sites (and losing a customer in the process), why not have a plan to accommodate our growth, like shared servers with fewer accounts on them as part of an upgrade plan?

3. A comprehensive and easy to use control panel. It reduces time required for support on your end, makes it easier for customers, and is a big time saver all around.

4. Virtual server accounts (as opposed to virtual hosting) that lets us rent space and resell that space to accounts we host, with only a nominal charge for the other domains sharing that space. After all, we are already paying for the space and the bandwidth. Exorbitant charges for pointing domains is outrageous.

No doubt other people here will have their own suggestions, perhaps even technical ones, but it all starts with the attitude of the company. EVERYTHING else is secondary.

One of the truly lousy hosts I've used has good technical offerings, including an excellent control panel, but failed miserably on the other points I mentioned here. Their attitude is abysmally poor.

I know other site administrators, besides myself, who are willing to sacrifice some of the bells and whistles in exchange for a good attitude, as reflected in customer support, and honest offerings. Such companies inspire confidence, especially for those of us who host other sites and are responsible for them. When a host company is bad, it makes us look bad also.

Don't make us look bad.

Take a look at the thread started by Frank Rietta. His new site for hosting sets a high mark for host companies. It is refreshingly honest, informative, and fully discloses what every potential customer should know. If you use that as an example, and back it up with a similar attitude, you won't go wrong.

  #3  
Old 05-26-2000, 09:15 AM
MikeA MikeA is offline
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Hi Duster.

I just wanted to post a quick message to what you said, against my better judgement.

I wish that all users/clients were like you and a few others in these forums. Wanting customer service and support over price and features, but alas, you and I live in the real world where price and features always wins out over support. Just look at the posts in the forums here.

It's funny to read the comments posted in this forum. Constant complaints about different hosts stating that they get no support, but then in the very same thread they say "hey, I found xyz.com and they offer the same thing for $10.00" instead of "hey, I found xyz.com. It's $5.00 more per month, but the guy seems to really care about me as a client and about my site".

People want the big things in life, 10 GB of traffic and 500MB of space for $10.00 per month, when what they probably need is 1 GB of traffic and 5MB of space, but you can't tell them that. When this happens, it turns from a game of support and service to a game of grab as many clients as you can, to help pay your costs.

I agree with you, the approach that Frank took is admirable. I've never seen a new company say, "hey tell me what you think about my site and features". Maybe we need more of that. But in order for things like this to work, clients/customers need to stop worrying about the all bells and whistles and cost for that matter and concentrate on customer support.

Sorry, that this may or may not make sense, just started rambling.



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WebAuthorities
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  #4  
Old 05-26-2000, 01:36 PM
tk
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DigitalFairplex,

I'll just add this on: Truth in advertising, and Customer Service.
------------

Quote:
Originally posted by MikeA:
Constant complaints about different hosts stating that they get no support, but then in the very same thread they say "hey, I found xyz.com and they offer the same thing for $10.00" instead of "hey, I found xyz.com. It's $5.00 more per month, but the guy seems to really care about me as a client and about my site".
Mike, this one's for you: (not trying to be a jerk)

My previous host had a lifetime deal for $300 one time charge. They took my money (twice), and provided one tenth what they promised and zero customer support. I dropped them like the lead bomb they are.

My current host offers slightly less then them but I will end up paying more for their service because they have shown me in many ways they have the service level we starve for.

If I was still looking for a host, I think Rietta Solutions would definately be right up there with my current host.

Smiles everyone!
tk

  #5  
Old 05-26-2000, 01:42 PM
tk
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Quote:
Originally posted by tk:
My current host offers slightly less then them but I will end up paying more for their service
Clarification: slightly less spec-wise, and costs more because it's an ongoing charge.

(...and yes, I do feel like a dip for falling for the "lifetime" plan scam.)

  #6  
Old 05-26-2000, 08:34 PM
Duster Duster is offline
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Quote:
Originally posted by MikeA:
Hi Duster.

I just wanted to post a quick message to what you said, against my better judgement.

I wish that all users/clients were like you and a few others in these forums. Wanting customer service and support over price and features, but alas, you and I live in the real world where price and features always wins out over support. Just look at the posts in the forums here.
Mike, you're wrong for several reasons. Price and features will NOT always win over support. I suggest you read "In Search of Excellence. There's an excellent real life example of support and service beating price. One case involved a hospital needing to computerize their operations. Despite a budgetary crunch, they went with IBM, who was fully 25% more than anyone else. It was service and support that made that sale. IBM would arrange for a backup through a nearby steel mill if their system crashed and had sold themselves on value and support. The hospital representative said that [despite their budget constraints and IBM being 25% higher] "the decision was easy".

Quote:
It's funny to read the comments posted in this forum. Constant complaints about different hosts stating that they get no support, but then in the very same thread they say "hey, I found xyz.com and they offer the same thing for $10.00" instead of "hey, I found xyz.com. It's $5.00 more per month, but the guy seems to really care about me as a client and about my site".
There are people here who choose support over the lowest price and certain features. There are also those who want all they can get at the lowest price, or even free. If you think all customers are alike, you're wrong again.

You're also wrong if you think getting customers is the same as keeping customers. There are so many bad hosting companies out there that many of us have gone through a few (or several). Some people are lucky and will come across a site like this first, and use the information on it wisely to find a good host the first time. Nevertheless, a great many people have switched from one host to another.

As I said, it all comes down to the philosphy of a business. You can level with prospective customers and treat them with respect and intelligence, telling them the truth and informing them about reasons for things, like certain limitations. Or, you can do as to many others and pepper your site with lies. (You can delude yourself that they are just marketing terms, but the rest of us recognize them as lies.) You'll get the uninformed, the stupid, and the idiotic and lose some of them when they discover the truth, or are otherwise unhappy with support. In essence, you both will have gotten what you deserve.

Do you want to cater to people with personal sites and figure they deserve what they get for believing the lies, or do you want to cater to business people , earning their trust and KEEPING them as customers? Any reasonably intelligent business person appreciates the concept of good value over the lowest price.

"The bitter taste of poor service remains long after the memory of a sweet deal is forgotten."


Quote:
People want the big things in life, 10 GB of traffic and 500MB of space for $10.00 per month, when what they probably need is 1 GB of traffic and 5MB of space, but you can't tell them that. When this happens, it turns from a game of support and service to a game of grab as many clients as you can, to help pay your costs.
Actually, you can tell many of them. It's how a company gets those clients that matters. If lies are part of their tactics, then what type of customers do you think they will attract? Play games to get customers if you want, but some of us want a host who doesn't play games.

Quote:
I agree with you, the approach that Frank took is admirable. I've never seen a new company say, "hey tell me what you think about my site and features". Maybe we need more of that. But in order for things like this to work, clients/customers need to stop worrying about the all bells and whistles and cost for that matter and concentrate on customer support.
Wrong again. It will work simply because there are people who look for service and support. I'm one and I know several more. I can assure you that we too live in the real world. None of us can afford to have our sites suffer in any way for lack of support. We host sites for businesses and gladly pay a bit more for a reliable hosting company.

I just recently got my own dedicated server so I can control that reliability and support. Otherwise, I would be taking a much closer look at Frank's site and seriously considering it as my next host.

Quote:
Sorry, that this may or may not make sense, just started rambling.
It made lots of sense, Mike. I just think you need to broaden your perspective, determine what your company's values are and determine what kind of customer it wants to attract. You can play games if you want, but you won;t do it with my money and reputation, or those of any reasonable person.



[This message has been edited by Duster (edited 05-27-2000).]

  #7  
Old 05-30-2000, 02:31 PM
MikeA MikeA is offline
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Duster,

I didn't want to get into some kind of a war, I just wanted to express my opinion. Everyone is entitled to his/her opinion, but look at the posts, they don't lie. Sure, their are cases where price doesn't win out over service. I bet that for every one that we see posted here, 4 people take nomonthly.com up on their deal. Why, cost. There is NO mention of support on their site, none that I could find. So why would anyone want to sign up with a site that shows no visible signs of supporting their clients. Cost.

Look at the posts here and on other sites. "I'm looking for 500MB of storage and 10GB of bandwidth with little or no overages. I need at least 50 POP accounts, a control panel, and my budget is $10 per month, who can do this." This is an example, but I see it ALL the time. How about "What do you think of Interland?" instead of "Who has the best tech support?" On the first page of this very forum, I see "what about this one" or "This one sucks" or "Unlimited Bandwidth", but there is not ONE single one post that has the word support in the title. In fact, just leafing through the first three questions, they don't mention support.

I don't play the games. I provide my customers with the best support that I can and I constantly hear, "thanks Mike for taking that extra step", but offering this kind of support isn't causing hordes of people to come banging on my door.

If you have 2 ISP's that provide the SAME account and one prices it at $10 per month and the other one does it at $20 per month, then I'll bet that out of 10 people at least 8 of them will sign up with the cheaper of the two. When you go buy a car, you pick out what you want, then you shop for the best price.

I wish it were different, but that's the way it is and I don't need to broaden my perspective to see that the hosting companies with the cheaper prices are getting the clients.

  #8  
Old 05-30-2000, 03:49 PM
Daniel Pearson
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Well I feel the urge to post in responce to your last message.

I was one of the people who signed up for a 14.95 ISP 2 years back when I was on MSN for 19.95. Guess what, I left within 16 days because their speed SUCKED. I got twice as fast speed for what, 5 dollars more. Sure the support was there but they were running on mabey 2 overloaded T1's which I did not know at the time.

Price does not matter as much as you might think. It might matter to some teenager (sorry I'm not bashing on you guys or nothing but its the truth). All of the low cost hosts get all of these teen and newbie customers who mabey get a 20buck allowance a week, you think a teen is going to really spend that much on webhosting? So if thats your market go for it, but I'm in this game for the long run, I made my prices reasonable and I provide top of the line support. I'd rather get a customer and make them a customer for life, rather than getting all the customers I can just to have them leave me 2 months down the road. Its my view that those companies who aren't focusing on keeping a customer for more than a few months will quickly fade out, Because to think about it why do problems occur.

They occur because.

1) You get more customers than you can handle because of the cheap cost.

2) You slow down and over load your servers with to many clients, again because of the low cost you must make sacrifices.

3) People start leaving because of 1 and 2 and tell their friends about 1 and 2 and say don't host with So and So. Thus you end up without many customers and out of business.

Just my opinions.

Sincerely
Daniel Pearson
CEO UltraSpeed USA
ICQ: 7021831
AIM: UltraSpeedUSA
Email: dpearson@ultraspeedusa.com http://www.ultraspeedusa.com

  #9  
Old 05-30-2000, 04:27 PM
fiberglass
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Thumbs down


Daniel -

Before you start making smart comments and stating invalid statements I would consider the following:

A) You are simply a teenager yourself. You are talking about small $20 per week allowances, when you are a teenager yourself, don't quite understand your concept to the message you posted.

B) Do not call yourself a CEO of a company when your company is not even incorporated yet. I have already checked with your Secretary of State, and no fictious name has even been filed yet. This would be smart on your part to get that taken care of, before you are liable for other things which could happen with your business not being registered with the state.

I wish you luck in business. Your website does look good, and your prices and packages seem fairly accomodating.

Thank you

  #10  
Old 05-30-2000, 04:50 PM
Daniel Pearson
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Me being a teenager means little or nothing.
"don't quite understand your concept to the message you posted." I'm not sure if you mean you don't quite understand my point or if you think I don't...
I understand it quite clearly because most companies try and rely on 10 dollar packages give or take and supposedly use the law of averages, I can't quite comprehend offering 10+gig 300+ emails etc on a 10 dollar a month account and expect to make a profit if you actually offer good services and people take advantage of the offer.

You have to find a balance in the middle of all of this.


Also on a side note , yes the paperwork is in the works and I'm getting all my ducks in a row soto speak but to make you happy i'll modify my signature

Sincerely
Daniel Pearson
UltraSpeed USA
ICQ: 7021831
AIM: UltraSpeedUSA
Email: dpearson@ultraspeedusa.com http://www.ultraspeedusa.com


Better?

Thanks for your wishes I'm working my rear off to provide the best possible (but not cheapest , I would say I'm at an average price yes/no ? I try to be fair at least.


  #11  
Old 05-30-2000, 06:09 PM
Duster Duster is offline
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Mike,

There's no war here, just a calm discussion and sharing of viewpoints. While I respect your opinion, I know for a fact that your viewpoint only addresses one segment of the web hosting market and does not hold true on a broader base. There are real life examples here, from customers and companies, that support my contention that honesty, service and suppport will attract and retain a great many customers.

The posts don't lie, and neither do they tell the whole story. There are posts where people ask about the service, or complain about the lack of it, so you're missing or ignoring an important facet.

It's appropriate that you bought up cars. Studies show that, on the average, a car buyer will tell 3 friends if he or she is satisfied. If not, they will complain to 10 people. That means they are more than 3 times as likely to complain as to praise.
If we assume similar figures about web hosting (becasue those figures are based on people, not cars), we would expect to see far more complaints than praise.

There are many other things you fail to consider in your narrow view. One is that the small amount of people who post here are not necessarily representative of all segments of web hosting. After all, those happy with their hosts (at whatever price they are paying), have no reason to look elsewhere, certainly not to complain.

Another is that many people read posts and don't make them (I'm not fond of the term lurkers), and may be looking for information on support and how good a company is. This is especially true for those who have had bad experiences, perhaps with cheap or lying hosts, and want to make a sounder decision for their next one. Rather than repeat the same questions, they read what others ask or state, and use the information to their benefit.

You've also completely ignored my point about the difference between getting customers and keeping customers. A lot of the many inferior companies have gotten customers through their lies. They have also lost many customers. You can read again my earlier comments about keeping customers, I'm not going to repeat myself further on the subject.

The top three questions are hardly representative of an entire industry. Nevertheless, on the (presently) third question, I did see a company passed on becausue of a lack of support, and there was no mention of price. You're wrong again.

Good service and support alone may not get you large number of customers. Some marketing is necessarty. However, they will help you keep the customers you have, and they may, in turn, refer new business to you.

You said " wish it were different, but that's the way it is and I don't need to broaden my perspective to see that the hosting companies with the cheaper prices are getting the clients."

It is different, Mike, and the companies with the cheaper prices aren't getting and keeping all (or even most) of the customers. You don't have to broaden your perspectives, but if you don't see that, then you're only seeing a small part of the spectrum of life.

"The real voyage of discovery consists not in seeking new lands, but in having new eyes."

Marcel Proust

  #12  
Old 05-30-2000, 06:12 PM
fiberglass
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Talking

Daniel -

Yes - I was not really critizing you.
I was simply giving you words to live
by, as for as legality and such for your
company. I don't want to see anymore webhosting company's being non-legit, not the right paperwork filed etc, thats the only reason why I had asked.

As far as everything else goes - yes, you have very reasonable prices. Im not real sure about the $39.95 per month package, but you know how people are....... It's good to offer it.

Thanks

  #13  
Old 05-30-2000, 06:19 PM
Daniel Pearson
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I'll definately be legit, I don't plan on being other wise.

I'm still tweaking the package. What would you suggest I increase/decrease on the 39.95 one then?

Sincerely
Dnaiel Pearson~

  #14  
Old 05-30-2000, 08:05 PM
marksy marksy is offline
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One thing we as consumers often do is become really pennywise and pound-foolish. We've had too many customers come to us and say they left their last host because of downtime. Sure downtime sux, but the bigger picture is that if a site loses just one sale because of downtime at one of these low-priced, no service sites, they can lose from $10-$100 (est)...Sure they saved $4 a month by going with a cheapy service, but all a sudden that same $4.95 a month service cost them $104 a month. That isn't to mention the eyeballs lost because their site loads slowly. Like my dad always said - Buy the best and you'll never be disappointed. Pay 4.95 a month, and you may save $5-$10 (pennies) but losing sales and customers will cost you a lot more (pounds). I'm not pitching ours as the end-all service, just passing on something for buyers to think about with any potential hosting purchase.

Chris Marks
KBS Web Hosting http://www.netfronts.com/

  #15  
Old 05-30-2000, 10:06 PM
fiberglass
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Posts: n/a
Talking

Daniel -

I am away from my desk right now.
Let me look when I get back to the
office tommorow, I will give you
my suggestions then. But its totally
up to you, it's your company afterall!

Reply

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