I like it when things just work

It’s been about two weeks since I moved hosting companies and I must say it was one of the best moves I ever made.

I’ve been hosting domains as a reseller and for personal use for about 4 years and although I’ve never really understood all the mumbo jumbo involved with DNS, the datbases and pinging and so forth, I was confident that my hard earn dollars would provide me with the support necessary to use the services.

I decided to go with a Canadian company so I chose webserve. Not having anything to
compare it to, I was content with the service. Questions were usually answered via live chat and downtime was minimal. In 4 years I might have had my sites go down 5 times and never more than a few hours. This fall things changed. My server was constantly going down and worst of all support was non-existent. I spent hours trying to get a hold of anyone who could at least provide me with some comfort let alone a fix. It’s a helpless feeling when others are calling you about something you’re responsible for but can do nothing about it. The only responses were canned email responders and customer service people who assured me someone would call me back. They never did. At one point I was told that the company was growing so fast they couldn’t keep up with everything, to which I responded, “not for long.”  The only thing holding me back was the thought of moving. With some helpful tips and encouragement I did what I had to do.

Every once in a while Steve Dembo gets the urge to sing the praises of his hosting company.  He’s definitely a fan boy of bluehost.  A few inquiries on twitter confirmed his ethusiasm.  That was it. I’d bite the bullet and start the move. It took me a few days to download and backup all my stuff and there were a few minor glitches but my experience with them has been nothing but positive. Not only did they have they provided me with fast, responsive service both on the phone and via chat, but have gone above and beyond their duty. Technically, they are not really supposed to help out with third party applications like WordPress but they walked me through every question and in fact modified code to make things just work. They were pleasant, patient and knowledgeable. I’ve now added a little affliate link to my sidebar. I don’t have any ads on my site and I don’t see this as much as an ad but a recommendation for other like me, who need some guidance.

All this reminded me of the story in Good to Great where the Neiman Marcus employee accepts a return of a shirt purchased at another store and goes so far above any normal standard of customer service that they gain a customer for life.

Price becomes such a small factor when service is exceptionally bad or good.

Image: Error establishing a database connection
http://flickr.com/photos/zone41/157134445/

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