Giving What Customer Wants
Just like any business, in web hosting, your most important asset of them all is not your servers, not your control panels, and less of them all, not your company. Believe it or not, it is your customers that you should value above all. Without them, you are not even a company; you won’t even be in the business if not for them.
Giving what customers want is one of the most important factors in your marketing strategy. It may seem to be a simple formula, but it is actually difficult enough, with you having to juggle between giving them what they want and making your business profitable.
The first and foremost in giving is to learn what to give. You maybe willing to offer your customers what they want, but if you do not know what they want, it is the same as firing gun full of blanks.
There are a few ways of learning from your customers on what they want, really. The easiest of them all is to just be direct and ask them on the features they feel is not necessary or what kind of packages is suitable for their needs, so on, and etcetera.
The next is to search in web hosting forums and read up on people’s comments there. You will be surprise on how much information you can actually get from there. If there is one particular person who starts to talk about the services that you think you can offer, you can post a reply and ask them for details.
The next thing will be to look at your troubled tickets list. This is usually complains from existing customers about a certain service that you lack in. To look into this matter and have it solve is the same as giving what customers want.
Keeping your solutions simple and effective is another good way of giving your customers what they want. Most people are really annoyed with complicated control panels and documentations. We just don’t want to sit for hours just to learn how to do a certain function. Lazy you might call it, but a fact is a fact and there’s nothing much you can do to change it.
The next best thing is to cater to that characteristic. Like the old saying goes, “If you can’t beat it, join it”.
I once help the call centre department in the day to day tasks, and I learn something from it. People tend to login to the LiveChat and ask a bunch of questions regarding the products, and once I handled a customer that asked a lot of questions. He has zero knowledge on web hosting or information technology.
I explained to him all the major terminology for nearly two hours until he finally understood. It was hard work explaining, but the end result was a happy customer who immediately ordered a plan for years ahead.
Giving a quality customer service is also part of giving what customers want. They want to know, and you tell them what you know. They understand it, and you get a happy customer. Remember that customers are not out to get you. They just want to know more about certain things they are unsure of.
If you give your customers and potential customers what they want and need, you’ll be on your way to building a trusting relationship with them. If you get their attention, they’ll listen to what you have to say – and if there’s meat to it, they’ll be happy to use it. Put all these factors together, and they’ll think of you the next time they need something you can provide – and those are benefits you can take to the bank.
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