Don't Be Satisfied with Satisfied Customers

Why shouldn’t you be satisfied with a satisfied customer? Let me get right to the point and share some facts with you. According to a study conducted by two professors, (Zahorak and Rust), from Vanderbilt University in Nashville, Tennessee up to 40% of satisfied customers do not go back to the places of business where they have been satisfied with the service. Let that sink in for a moment… Nearly half of all satisfied customers don’t go back to the business that satisfied them. So what makes customers return?

I recently relocated my family and we hired a company to move our belongings. If you’ve moved recently, you know it is one of the most stressful things we do as human beings. Not only did the movers load the furniture and move it from point “A” to point “B” without breaking anything, but they did some little things like, assemble the dining room table and put a screw in just the right place to hold the vanity mirror securely. They lowered our stress levels by sharing their well-thought plan for our move and kept us informed along the way. They provided personal cell phone numbers for use during the trek, in case we got separated on the way, which we did. This kind of emergency plan is often overlooked because everyone assumes things will go right. These movers went beyond their roles of furniture movers and made an impression as caring service providers.

Of all the places to spend your money, you will most likely stay with the service providers who deliver what they promise with a little extra like, great service that exceeds your expectations. The most important factor in providing great service is the person providing the service. You know, “service with a smile.” If you are in a competitive business, you need to understand that having satisfied customers creates vulnerability, because they may just try another company and be impressed by their representatives. You have to exceed a customer’s expectations and constantly be improving on what already may be great.

If what you sell is awesome, but your service is so-so, then the best you can expect is mediocrity and eventually failure as your competition comes along and takes care of the customers by giving better service. I say be like the guys who moved my family and go beyond typical levels of customer service and impress your customers. The owner of that moving company was very smart to hire those guys. They are the reason I will go back and the reason I will refer others to that moving company.

Don’t be satisfied with satisfied customers. Whether you’re the company owner, the President, the Sales Manager, an Account Manager or billing personnel, set your bar higher and demand demanding customers - ones that need and appreciate you. Be honest and build relationships. Have you ever noticed how hard it is to say, “Goodbye” to a friend, especially a really good one? Impress your customers and you will not only keep more of them, they will help you attract the kind of customers you’ll want to keep forever.

Resources:
Hyken, Shep. “ Building Customer Loyalty,” [www.hyken.com], no date

So once your customers get satisfied - web hosting provider get unsatisfied... Strange. It is good that it is not vice versa ;)

How to say “Goodbye” to the customer? because they are only important for all companies.

To bad a lot of hosting companies won't actually even bother to update their services and stuff... Some companies when you leave, they send you a link to do a customer survey to see how they did. That's a good idea right there. If they don't bother to look at it, then it defeats the whole entire purpose of it. But the companies that do are the ones most likely to get better and more clients. Some huge companies won't even bother because they got like thousands and thousands of clients willing to pay for their service no matter what.

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Originally Posted by Rand1324

To bad a lot of hosting companies won't actually even bother to update their services and stuff... Some companies when you leave, they send you a link to do a customer survey to see how they did. That's a good idea right there. If they don't bother to look at it, then it defeats the whole entire purpose of it. But the companies that do are the ones most likely to get better and more clients. Some huge companies won't even bother because they got like thousands and thousands of clients willing to pay for their service no matter what.

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I agree with you. not all but most hosting services are kind of lazy when their customer increase by day.

There are so many bad providers out there probably more bad than good, sadly and I was thinking about why people stay with these bad providers.

I would hope that if a provider was providing horrible service that their clients would at some point become fed-up with it and migrate to another host that can more reliably meet their needs but this doesnt really seem to be the case.

There are bad hosts that are constantly attracting more and more customers and what is really bad is that they have so many customers that they really dont care whether a few leave here or there.

What keeps you on a bad host if you have stayed on one in the past, or are on one now? Are you fearful of the transfer process and/or additional downtime or what is it that keeps you tied to a bad provider?

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Originally Posted by Vec&sec

So once your customers get satisfied - web hosting provider get unsatisfied... Strange. It is good that it is not vice versa ;)

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I would hope that if a provider was providing horrible service that their clients would at some point become fed-up with it and migrate to another host that can more reliably meet their needs but this doesnt really seem to be the case.

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Originally Posted by mumlaxbu

I would hope that if a provider was providing horrible service that their clients would at some point become fed-up with it and migrate to another host that can more reliably meet their needs but this doesnt really seem to be the case.

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I share your point of view. No one will agree to move from server to server often

Hi,

Yes, No one will agree to move from server to server often. Its risk process.


Regards,
Cornell.

thanks for sharing this.

Hello,
OK but for what you are saying not be satisfied with satisfied customers.

I agree with you. not all but most hosting services are kind of lazy when their customer increase by day.

Look satisfaction is the main reason why we are unsuccessful.

Ofcourse you have to keep on improving even if your customer are satisfied.

Once you are done with the improvisation, there is a high chance that your customer finds something better and switch over to it.

That's why we have to follow up with our customers even if everything is working like it should be. In these way we can received any positive or negative feedback that help us to determine were we need to improve.

There are different types of web hosting services vying for business. As we all know, customer satisfaction is essential to the survival of a business so it is essential to fix the things the customers have complained about, investigate their suggestions, and improve on the areas that mean the most to them. It is really important to make a good deal because if not careful, might lead to dissatisfied customers and eventually a failed business.

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this is truely amazing, i always thought good services kept customers coming back,
how wrong was i?

I agree. We should be happy that we have happy customers. Whatever field you may be, you should be really happy about it. However, never be contented with that belief. Remember, you can always do better than that! So, still try to explore things, new exciting things for your beloved customers.

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I don't think there is such thing as satisfaction. It is more of a cycle. The moment we become satisfied, we will always ask for more. When we receive less, we get dissatisfied. This is human nature and businesses definitely have to take it into account and be consistent.

I would promise that if a Providence was providing terrible service that their clients wounded at some detail become fed-up with it and mild to another host that can more and more reliably meet their needs simply this doesnt really look to be the case.

Some hosting companies indeed provide great customer service,but sometimes customers also complain about the services even though it is good actually.

There are so many bad providers out there likely more bad than beneficial, sadly as well as I was thinking about why people stay with these bad providers.

Customer satisfaction is the main thing in this matter

This article is a true inspiration for business people especially in the service industry, we always love to exceed customers expectation and surprise them with the free addon services and goodies.

Extremely good post, couldn't have asked for more!!..

I would hope that if a provider was providing horrible service that their clients would at some point become fed-up with it and migrate to another host that can more reliably meet their needs but this doesnt really seem to be the case.

The modern day marketing is the process of making the customer satisfied. It is always selling products that the customer need. Learning this technique is important.

Customers are the great resources for any business.. Off course, it applies even for the web hosting companies.
The main thing of a web hosting company is to satisfy their customers. Sounds pretty good :)

That's why it is necessary to follow up with our customers even if things are moving in the right direction. In these way we can get any positive or negative feedback that help us to determine the areas that require improvement.

These domain names, in turn, can be used for different purposes. Acquiring a host reselling account may prove an excellent option. Share your views on this.

Follow up is really a prerequisite with customer servicing. Everything could work out as it should be if you have feedback and comments from your clients.

What is the marketing term for customers who begin to promote your products beacuse they are highly satisfied?

These domain names, in turn, can be used for different purposes. Acquiring a host reselling account may prove an excellent option. Share your views on this.

Some marketing persons are happy with the niche promoting strategy it is not always very easy as it appears to be. Therefore please share your experiences here with us.

Right marketing strategy is highly essential to endorse a business. SEO methods lead a vital role in the sector of online business. You can share your valuable experience here.

This is why we have to follow up, if everything is as it should be with our customers. In these ways, we can get any positive or negative feedback, we determine that we need to improve.

You can share the experience you had on the different promoting strategy and since it is not very easy to promote the niche marketing you can tell us something about it here.

As you get on with your business, either online or offline; there are certain basics that have to be focused on. You should be happy with the customers but do not take their happiness for granted. It will prevent you from improvisations.

There are so many providers available. And some provider sends their feedback what they did to you and you company at the end of the day. Normally they send a link to you to do self survey on internet.