WiredTree.com is my hosting company. I love them so much I’ve sent them cupcakes. They’re thorough, friendly, and accommodating.
Seth Godin recently wrote “Your attitude is now what’s on offer, it’s what you sell.” He couldn’t be more right – in so many words, customer service is now how you get and keep customers. Not products, and not features.
Here’s a recent example of WiredTree doing just that:
My account was suspended because one of my sites was hogging too much server power. I got an email about it Saturday night.
I called them, and within 2 minutes was on the phone with the rep who had sent the email. He knew exactly what was going on, explained it to me, and told me my options. And they’re not a small company!
My best option was to upgrade my account. You might think he was “upselling”, but I’d been asking to upgrade for months. They always suggested I wait until I actually needed it, and only after reviewing my account, each time!
Finally, while waiting for my upgrade request to go through, the rep asked me how one of my sites was going, business-wise. He remembered the site! It’s not even on the same account! It might’ve been in my account notes, who knows, but this small gesture made me feel like more than a number, and more than an annoying account holder with a resource-hogging website.
I was pleased. My account was reactivated, upgraded within a couple hours, and I felt like they knew me personally.
I think I owe them more cupcakes.