Results 1 to 27 of 27
  1. #1
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548

    We have wonderful customers...

    Have you ever had a customer say something that just makes all the blood, sweat and tears you put into your business, suddenly seem entirely worth it?

    Customer: i just wanted to ask, how often you backup the who server ?
    Me: user backups are nightly
    Customer: you mean, you backup every night ?
    Me: yep Some may occasionally be a couple days old if backups fail for one reason or another, but we do have nightly backups running
    Customer: wow
    Customer: i'm so lucky
    Customer: to have host like you
    Me: I'm flattered to hear that
    Just wanted to share the joy. I hope everyone else is having a great day as well!

    Anyone else got any good stories?

    Edit: Mods, if this is too close to self promotion or anything, feel free to delete. Though it is not intended as such. Thanks!
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
    Website Hosting, PHP4&5, RoR, MySQL 5.0, Reseller Hosting, Development, and Designs
    Powered By JAM - Professional Website Development - PHP, MySQL, JavaScript, AJAX - Projects Small & Large

  2. #2
    Join Date
    May 2002
    Location
    Kansas City, USA
    Posts
    75
    Yep, I had one just this morning, ironically almost the same situation.

    Client... I was in phpmyadmin and accidentally DROPPED all the tables in our biggest database! cry cry sob sob. Is there anyway you can restore it? We haven't done a back up since December!

    Me... Give me just a minute.....pulled the backup off of SAN, restored back to 2:00 A.M. this morning.


    Client... Thank G*d. You saved my *ss !! How much will that cost.

    Me.. Nothing, hope your day goes better.


    It always feels good to bail out someone that just dug a HUGE hole.
    Midwest Dedicated
    Content Management Solutions, Design, Managed Servers
    http://www.midwestdedicated.com
    Providing the highest quality IT services since 1999.

  3. #3
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548
    Originally posted by oanielsen
    Yep, I had one just this morning, ironically almost the same situation.

    Client... I was in phpmyadmin and accidentally DROPPED all the tables in our biggest database! cry cry sob sob. Is there anyway you can restore it? We haven't done a back up since December!

    Me... Give me just a minute.....pulled the backup off of SAN, restored back to 2:00 A.M. this morning.


    Client... Thank G*d. You saved my *ss !! How much will that cost.

    Me.. Nothing, hope your day goes better.


    It always feels good to bail out someone that just dug a HUGE hole.
    Yes in deed, expecially when they are nice about it. Does make your chest puff up, no?
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
    Website Hosting, PHP4&5, RoR, MySQL 5.0, Reseller Hosting, Development, and Designs
    Powered By JAM - Professional Website Development - PHP, MySQL, JavaScript, AJAX - Projects Small & Large

  4. #4
    Yes, those times makes us very satisfied and believe what we are doing is actually worth it.

    Me: Hi how may I help you.
    Customer: How are you?
    Me: Fine, you?
    Customer: Very good.
    Me: Why?
    Customer: you guys are awesome.

    Directix Inc. Web Hosting Solutions
    Professional and Reliable Hosting Solutions starting only $2.95/Month!
    - 99.99% Uptime Guaranteed!
    Technical Support Hotline: 1 (925) 980 7720
    http://www.directix.net

  5. #5
    Join Date
    Mar 2004
    Location
    Singapore
    Posts
    6,984
    A client of ours drive down from Malaysia on Fri specially with a box of famous pastries for us. It is a very feeling that our work are appreciated : )

  6. #6

  7. #7
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by WebOnce
    . . . Does make your chest puff up, no?
    Not really. It just comes with the territory.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  8. #8
    Join Date
    Nov 2000
    Location
    Tasmania, Australia.
    Posts
    3,587

    Re: We have wonderful customers...

    Originally posted by WebOnce
    Have you ever had a customer say something that just makes all the blood, sweat and tears you put into your business, suddenly seem entirely worth it?
    We recently sold Aussie Hosts, and here's an ex-customer making sure that we know how much our past efforts were appreciated over the years:

    http://www.aussieforum.com/showthread.php?t=11568

    Not to mention, the well wishes that the announcement itself brought about:

    http://www.aussieforum.com/showthread.php?t=11554

    It just doesn't get much better than that.

    Gary

  9. #9

  10. #10
    Join Date
    May 2004
    Location
    Baltimore, MD
    Posts
    1,203
    I actually had one about 2 / 3 weeks ago and I have it in my AIM profile

    I was talking with him regarding some of our packages, he was interested in purchasing.. etc. It just didn't work out, but the last line he said was:

    "i want to wish you and refresh the best of luck...you guys are models of what support should be like" (word for word)

    I probably smiled for the next 20 minutes, that was a good night
    Automated Tendencies - Brand Management Agency from Baltimore, Maryland.
    Reputation Management Search Engine Optimization Pay Per Click Email Marketing

  11. #11
    Originally posted by boonchuan
    A client of ours drive down from Malaysia on Fri specially with a box of famous pastries for us. It is a very feeling that our work are appreciated : )

    When we first started, I mean maybe 2 months into midPhase, it was really just Dan and I. A client wanted to show his appreciation by sending pizzas. He sent 7 large pizzas... for the two of us.

    Definitely a nice feeling.

    Zak
    CEO of SingleHop

  12. #12
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548
    Very cool! I'm glad to see this thread going so well. Customers are wonderful people, really!
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
    Website Hosting, PHP4&5, RoR, MySQL 5.0, Reseller Hosting, Development, and Designs
    Powered By JAM - Professional Website Development - PHP, MySQL, JavaScript, AJAX - Projects Small & Large

  13. #13
    Join Date
    May 2004
    Location
    Baltimore, MD
    Posts
    1,203
    Originally posted by midPhase-Zak
    When we first started, I mean maybe 2 months into midPhase, it was really just Dan and I. A client wanted to show his appreciation by sending pizzas. He sent 7 large pizzas... for the two of us.

    Definitely a nice feeling.

    Zak
    Can I borrow him for a month? Sometimes I get a bit hungry
    Automated Tendencies - Brand Management Agency from Baltimore, Maryland.
    Reputation Management Search Engine Optimization Pay Per Click Email Marketing

  14. #14
    Originally posted by RefreshNet
    Can I borrow him for a month? Sometimes I get a bit hungry
    Not a chance! This guy bought Giordanos pizza, like 35 bucks a pop. He spent more in pizza than a year of service.. heh
    Zak
    CEO of SingleHop

  15. #15
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by boonchuan
    A client of ours drive down from Malaysia on Fri specially with a box of famous pastries for us. It is a very feeling that our work are appreciated : )
    That kind of appreciation is nice. It certianly makes up for the long days and sometimes sleepless nights. Even though I sold httpme last year, I still get emails/PMs from folks, thanking me for helping them, being an inspiration for them (yes, that shocks me too), and basically being there for them.

    If you have a customer centric philosophy, folks are drawn to you, and you never have to worry about growing your business, as it grows itself. Happy customers share their experience with your business to their friends, and that imo is the best way to grow a hosting business. It might be slow, and not very spectacular, but slow and steady is good in my books.

    Oh yeah, if you've got a sales forum - having your customers answer questions to potential customers, and praising your service, is IMO the very best level of sales interaction you can get! It doesn't get any better than that, from a sales perspective.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  16. #16
    Join Date
    Oct 2001
    Location
    The Ozarks
    Posts
    888
    It is a good feeling to be appreciated. We had a client who signed up, and we didn't see any activity for 3 months. Didn't receive any responses to emails, so one night at home I thought I would call him and see if everything was ok.
    It turns out that he had been really sick, and didn't have any energy, and had pretty much given up on everything. We chatted for about an hour, with the call ending on a "send me your old site, and I'll get it up for you, no reason not to until you are able to get a new site up" along with my home #. This was his business site which previously made quite a bit of money in conjunction with his brick and mortar.
    He sent me the files, I cleaned them up a little, uploaded them and created an email forwarder to his isp email account, and left it at that.
    2 weeks later, he called my house, asked my wife for our mailing address, and she, remembering the chat I had with him, gave it to him. 4 days later a custom cue arrived, in a case, with all accessories. I called to ask him why he had sent this, and he said because after talking with me, he had a renewed interest in his life, and it was due to me. We talk once a month or so now, and his business is thriving again.
    Each time, before we hang up, he let's me know his success is due to the phone call I first made. He has been with us for over 3 yrs now, and when I travel, the cue comes with me
    Need Control Panel help? Tutorials, FAQS, user guides. and more
    Don't have the control panel you use listed? Let us know.

  17. #17
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Robert, that's a really nice story.

    It reminds us that the folks on the other end of that domain/account, are real people, and the hosting business is as much about people to people interaction, as it is about the tech side of things.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  18. #18
    Join Date
    Oct 2001
    Location
    The Ozarks
    Posts
    888
    It hits home even more when you undergo similar situations, and the role is reversed. Too many companies are cold, impersonal places, and really don't care about you as a person. It's nice to see that there are some caring companies.
    On a side note, I have to travel on a setup to his home town, (I do custom hardware and software installation/setup for a niche market) and will be stopping to see him. He graciously offered to have me stay with him as long as I was in town. I won't stay there, (I shake the buildings when I snore, and I don't want to leave him with the memory of that), but it will be nice to put a face to an old friend
    Need Control Panel help? Tutorials, FAQS, user guides. and more
    Don't have the control panel you use listed? Let us know.

  19. #19
    Thats great to know Robert, i wish there was more clients out there who are that kind

    The way the client interacts with you also depends how the staff are with them and the service that you provide.

    If you are good to them , i am sure they are good to you, well in our case anyways

  20. #20
    Join Date
    May 2005
    Location
    Northwest Ohio
    Posts
    36
    Don't want to hijack the thread, but to RH Robert:

    Wow. All too often all we hear about are the negatives of many hosting providers. It is really refreshing to hear something as positive as that. Going above and beyond doesn't seem to be too popular these days.

  21. #21
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548
    Originally posted by AdrenalineX
    Don't want to hijack the thread, but to RH Robert:

    Wow. All too often all we hear about are the negatives of many hosting providers. It is really refreshing to hear something as positive as that. Going above and beyond doesn't seem to be too popular these days.
    Along that line, I hadn't heard from many of our customes in a while, so I sent out an email to each asking how they were and such.. still haven't heard back from about 3/4ths of them...

    I'm about to phone, and if that doesn't work, send out search parties... I'd hate to find out some of these customers are now in probate or anything...
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
    Website Hosting, PHP4&5, RoR, MySQL 5.0, Reseller Hosting, Development, and Designs
    Powered By JAM - Professional Website Development - PHP, MySQL, JavaScript, AJAX - Projects Small & Large

  22. #22
    Join Date
    Oct 2001
    Location
    The Ozarks
    Posts
    888
    Originally posted by WebOnce
    Along that line, I hadn't heard from many of our customes in a while, so I sent out an email to each asking how they were and such.. still haven't heard back from about 3/4ths of them...

    I'm about to phone, and if that doesn't work, send out search parties... I'd hate to find out some of these customers are now in probate or anything...
    You'll find that many will never respond, for various reasons. Many because they have no problems with your hosting, and don't feel they need to respond because of that...thats good. Some are just too busy to take the time. It's a fast paced world, and many don't stop to enjoy it. Count yourself lucky, and continued success in hosting!
    Need Control Panel help? Tutorials, FAQS, user guides. and more
    Don't have the control panel you use listed? Let us know.

  23. #23
    Join Date
    Oct 2001
    Location
    The Ozarks
    Posts
    888
    Originally posted by AdrenalineX
    Don't want to hijack the thread, but to RH Robert:

    Wow. All too often all we hear about are the negatives of many hosting providers. It is really refreshing to hear something as positive as that. Going above and beyond doesn't seem to be too popular these days.
    Well, to be totally honest, (don't you just hate that phrase), I've become this kind of person because of my wife. She is the one who has taught me compassion, and to understand that the person on the other end has hopes, dreams, and problems, just like we do, and it doesn't take anything away from me to listen and offer encouragement if needed. She was right. It doesn't. I am forever grateful to those who offered us encouragement and advice when it was needed most, and to my wife, who helped me fit the pieces together.
    It helps that we're a small company, and know 90% of our customers by name. Big companies tend to lose that personal touch, although there are exceptions.
    To be successful, just remember the person on the other end could be experiencing a difficult period, or not understand as well as you thought they should. Help them, and understand what they are really asking, not just what they are saying, and you'll have a loyal, long term client (and friend). This leads to a successful business.
    Of course, there are those you can never help, because they're obnoxious, abusive, or just plain rude because that's all they know. Work with them as best you can, and if all else fails, cut your losses.
    But never, never, take it out on them, no matter what. Be professional in everything you do.

    Sorry for taking this so off topic.
    Need Control Panel help? Tutorials, FAQS, user guides. and more
    Don't have the control panel you use listed? Let us know.

  24. #24
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548
    Originally posted by RH Robert
    Well, to be totally honest, (don't you just hate that phrase), I've become this kind of person because of my wife. She is the one who has taught me compassion, and to understand that the person on the other end has hopes, dreams, and problems, just like we do, and it doesn't take anything away from me to listen and offer encouragement if needed. She was right. It doesn't. I am forever grateful to those who offered us encouragement and advice when it was needed most, and to my wife, who helped me fit the pieces together.
    It helps that we're a small company, and know 90% of our customers by name. Big companies tend to lose that personal touch, although there are exceptions.
    To be successful, just remember the person on the other end could be experiencing a difficult period, or not understand as well as you thought they should. Help them, and understand what they are really asking, not just what they are saying, and you'll have a loyal, long term client (and friend). This leads to a successful business.
    Of course, there are those you can never help, because they're obnoxious, abusive, or just plain rude because that's all they know. Work with them as best you can, and if all else fails, cut your losses.
    But never, never, take it out on them, no matter what. Be professional in everything you do.

    Sorry for taking this so off topic.
    As the OP, I believe I have the right to say it's not that far off topic. Good customers come from good practices, so insight as to how you obtained your comment from your client is just as valid as the comment itself. And that, goes and helps the community at large.

    Just remember that at the other end of the email, or chat, or phone, is a person, an sometimes a business. If you cater to the person, you will have happier customers and greater retention, since the business could always choose somewhere with a lower cost with more space, but it's the person who decides where they are comfortable.

    Oh gosh, now I've gone OT!
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
    Website Hosting, PHP4&5, RoR, MySQL 5.0, Reseller Hosting, Development, and Designs
    Powered By JAM - Professional Website Development - PHP, MySQL, JavaScript, AJAX - Projects Small & Large

  25. #25
    I think by adding a separate testimonial thread on our sales forum we can suggest our prospective clients, feel free to post their experience if they have received quality service and would like to share with others.

    It's going to create a good impact to the viewers and customers and also it'll boost up the moral of staff and team spirit as well within the organization.
    Last edited by etechsupport2; 06-06-2005 at 04:50 AM.

  26. #26
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by RH Robert
    . . . Sorry for taking this so off topic.
    No need to apologise. That was one of the nicest posts I've seen in a long time on WHT.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  27. #27
    Join Date
    May 2004
    Location
    Lansing, MI, USA
    Posts
    1,548
    Originally posted by Aussie Bob
    No need to apologise. That was one of the nicest posts I've seen in a long time on WHT.
    Definitely. This turned out to be a rather motivational thread.
    Jacob - WebOnce Technologies - 30 Day 100% Satisfaction Guarantee - Over 5 Years Going Strong!
    Website Hosting, PHP4&5, RoR, MySQL 5.0, Reseller Hosting, Development, and Designs
    Powered By JAM - Professional Website Development - PHP, MySQL, JavaScript, AJAX - Projects Small & Large

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •