Snoloha.com is back online, and much quicker than anticipated. As you may or may not know, we had to switch servers recently. The hosting company said to expect 24-48 hours of downtime for â€œDNS to fully propagate.â€ I guess this is a good example of â€œunder promising and over deliveringâ€, which seems to be a rarity these days in customer service. Usually itâ€™s the â€œover promise and under deliverâ€ experience. Itâ€™s the easier promise to make because the customer hears what they want and it makes them happy at the time. However, as you know if youâ€™ve ever experienced the â€œover promise and under deliverâ€, you end up being even more unhappy than you were originally when the promise doesnâ€™t come true.
I have been extremely frustrated with my hosting company for the past couple weeks. After numerous email exchanges, one of the customer service reps told me that they didnâ€™t know how long until my server would be fixed, recommended we switch servers, and said to expect 24-48 hours of downtime.
Why does this make me happy?
He was honest with me – He said he had no idea when it would be fixed. He could have continued to make excuses and try to pacify me until the next time something broke, but he didnâ€™t.
He displayed an interest in my business as if he were a part of it (which he is since the hosting company is an integral component of a website) – He gave me a strong recommendation on how they would fix the problem (switching servers) and said heâ€™d rather me experience downtime now, rather than deal with the current problem during the holiday shopping season so I donâ€™t experience too many lost sales.
He didnâ€™t over promise and under deliver – He said expect 24-48 hours of downtime, and here I am back online less than 24 later.
A perfect example of how a frustrated or angry customer is the perfect opportunity for companies to salvage a relationship and actually create more loyalty and potential referral business.