So, I’m what’s known as a ‘GOLD LEVEL VIP’ at our domain registration company, all that means is, they get lots of coin out of us as we register domain names for clients’ web sites, etc.  I’ve been using the same company for at least 6 years now, and for the most part, they have handled each request for tech support with relative ease, until yesterday.

We had a bizarre occurrence happen, one of our domains decided to change it’s DNS back to the domain registrar (which is a default setting on the domain name). The web site wasn’t mission critical, but nonetheless we did NOT change the DNS so we were curious on how it got that way.  I changed it back with ease, but wanted to know why it happened, I email the company using their contact form and got a response back late last evening from ‘Christine’. Here was the entire response to my question:

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Saw this great post from Seth today and got me thinking about web sites and customer service: So many times we will have a client who does not want phone calls and will not supply a phone number on their web site.  I don’t know about you, but I think just seeing a phone number instills confidence, especially when I’m on an e-commerce type web site.  Just knowing that if I needed to call, I would have the option.

I was visiting a prospect today at a thriving business that caters to mainly women.  I walked into the well decorated and impressive building to be greeted by nothing.  There were two women, very nicely dressed etc. at the front counter who couldn’t take the second to make eye contact and greet me. I approached the counter and finally just broke the ice myself.  The woman was pleasant enough, but it just felt stone cold.  She asked for my business card and she walked away.  I guessed I should just go ahead and grab a seat and wait….

Another woman walked into the establishment only to be greeted with smiles and warmth. Both reception area women approached her and helped check her in, etc.  I sat in the chair thinking to myself how sharp of a contrast the greetings were… One cold and ALL business, one warm and inviting.  

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