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Douglas at Hostgator actually looks for people talking about his company. This is the kind of proactive research that you should be doing for your company. You need to search Google and Technorati to see what people are saying about you on a regular basis.
Look at his response. Leads with a compliment, addresses the concern, and follows with a positive statement. Also notice that he gets a link to his site in the comment he left (good for SEO). If it was just comments spam, I wouldn’t have approved it. Since it was a meaningful comment, it’s approved and he got the link.
I wish I could comment as well as Douglas! The dude is a professional. I’m happy to give him the extra links.
I’ve been promoting PowWeb, since they are who I’m happy with, but perhaps it’s time to stroll on down to Hostgator and check them out.
Quoting from How To Use The “Suckage Ratio” | Web Design and Developement for Small Business
I wish I could comment as well as Douglas!
By Douglas – HostGator.com on Dec 29, 2008 | Reply | EditI’m glad to see that you utilize a ratio (most posts like these just use the flat out number of results), but am disappointed to see that HostGator had the highest “suckage ratio.”
With that in mind, though, our customer service is still amongst the best in the industry and is continually improving. We also invest a lot of time and resources into reaching out to customers that have any trouble (we have an extremely strong presence on the Twitter and regularly reach out to bloggers). And the CEO of the company is also personally available to customers who ask (this is not a gimmick and actually does happen).
Hopefully our reaching out will help demonstrate our commitment to customer service excellence. If you have any questions or concerns, don’t hesitate to send me an email.
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