Treating shared hosting clients like dedicated clients - GoFuckYourself.com

Davy · 09-07-2009, 04:28 AM

What's your opinion?
Should a hosting company treat their shared hosting clients in the same way they treat their clients who have a dedicated server?

Sands · 09-07-2009, 04:33 AM

Quote:

Originally Posted by Davy

What's your opinion?
Should a hosting company treat their shared hosting clients in the same way they treat their clients who have a dedicated server?

Yes. Shared hosting clients have the potential to become dedicated hosting clients.

Machete_ · 09-07-2009, 04:35 AM

yes they should
If shared customers arent as profitable to them, its because they dont have the right setup

seeandsee · 09-07-2009, 04:48 AM

probably yes ;)

darksoul · 09-07-2009, 04:49 AM

it will never happen.
Its like going with the bus and expect to have the same comfort as someone driving a benz.

pornocruto · 09-07-2009, 05:24 AM

Should for sure, clients are clients and deserve respect and service.

Klen · 09-07-2009, 05:38 AM

Technically they should threat them better,beacuse host can earn much more money with shared customers then with dedicated.But this could be problematic if host sells packages with unlimited bandwidth.

darksoul · 09-07-2009, 05:42 AM

just in time. This is the last ticket I got from a shared client:

Code:

What is a ftp client ?

Lightning · 09-07-2009, 05:43 AM

Quote:

Originally Posted by KlenTelaris

Technically they should threat them better,beacuse host can earn much more money with shared customers then with dedicated.But this could be problematic if host sells packages with unlimited bandwidth.

Thats not weven close to being true. If you have 1 dedicated server customer then the host only needs to supply support to one customer, not to hard to do. Now if you have that same server with 50 small shared customers the support could eat a host alive. It's not about BW costs, it's about Quality pf support.

Machete_ · 09-07-2009, 05:45 AM

Quote:

Originally Posted by darksoul

just in time. This is the last ticket I got from a shared client:

Code:

What is a ftp client ?

you need a better ticketing system. One that pick up those question and tell them that ticked cant be submitted because the answer to that is in the FAQ

darksoul · 09-07-2009, 05:52 AM

Quote:

Originally Posted by KrisH

you need a better ticketing system. One that pick up those question and tell them that ticked cant be submitted because the answer to that is in the FAQ

I can't deny a client the right to submit a question. Even if its stupid.
You don't need a FAQ to find out what a ftp client is, if you really want to.

docputer · 09-07-2009, 05:55 AM

Amerinoc treats their shared clients very well. I don't know how they could treat their dedicated server clients better, unless they served breakfast in bed.

SBJ · 09-07-2009, 06:28 AM

Quote:

Originally Posted by docputer

Amerinoc treats their shared clients very well. I don't know how they could treat their dedicated server clients better, unless they served breakfast in bed.

yup They do treat them those clients very well cause I've had phatservers/Amerinoc servers for many years and i have used their shared servers before and was given AMAZING service 24/7

Machete_ · 09-07-2009, 06:42 AM

Quote:

Originally Posted by darksoul

I can't deny a client the right to submit a question. Even if its stupid.
You don't need a FAQ to find out what a ftp client is, if you really want to.

that is what some do, and that is what I would suggest anyone should do if that want to run a profitable company

epitome · 09-07-2009, 07:20 AM

I had my shared hosting with Naked Hosting, always telling myself I'd go with NatNet or Mojo when it came time for a dedicated.

The time came and then I realized that Naked Hosting was giving me <5 minute support ticket responses 24/7 when I was a $20/mo. customer.

So I stayed with them and bought a managed dedicated.

As with a small affiliate having the potential to become a whale, the same thing can happen with a hosting customer.

kacy · 09-07-2009, 08:30 AM

Just giving a host perspective here.

The question was should the host "treat" shared customers the same as dedicated. Yes, I believe that they should. Everyone should be treated with respect and kindness no matter the amount of money that is being paid to the company.

There is a difference in treating and priority however. If you have 2 tickets in the que and 1 is from a dedicated customer and the other is from the shared hosting customer with the "what is an ftp client" question. I think you all would agree on who should be served first in this instance. However, regardless of how stupid we all may think that question is, that person deserves a response and not one that is directing them to a knowledge base. That is my opinion. I personally am anoyed when my questions are responded with directing to me FAQ. It just seems so unpersonal to me. We answer the question specifically for them, but then also show them where this information can be found for future reference.

As others have pointed out. Shared hosting clients eventually become dedicated clients, if they are "treated" right

raymor · 09-07-2009, 11:37 AM

I'm going to play Devil's Advocate and say no. Godaddy's $5 shared hosting plan
is very popular because it's cheap. One reason that Godaddy can offer it so cheap
is that they don't spend a lot of money providing support to each of these clients.
On the other end, I used to be employed part time by a host and my job was to
provide support for just one customer - one who owned a major adult message
board. The host paid me several hundred dollars per month just to provide support
for this one customer. If godaddy did the same their shared accounts would cost
$505 / month instead of $5 / month. So webmasters can choose - do you want to
pay $5 / month and get what you pay for, or do you want to pay $4,000 / month
and get what you pay for. If everyone was treated the same, everyone would
need to pay the same and the small webmasters would go bankrupt.

Quote:

Originally Posted by docputer

Amerinoc treats their shared clients very well. I don't know how they could treat their dedicated server clients better, unless they served breakfast in bed.

Amerinoc aka Phatservers is amazing. I wish the owner, Mike Wesson, would write
about how they manage to provide the support they do at ANY price, much less at
the low prices they charge for shared accounts (as low as $9.95). Mike - please write
a book, an article, a post, whatever - a lot of companies could learn from you guys.

baddog · 09-07-2009, 11:41 AM

Quote:

Originally Posted by darksoul

just in time. This is the last ticket I got from a shared client:

Code:

What is a ftp client ?

At least he isn't calling at 3 AM to ask.

Klen · 09-07-2009, 11:43 AM

Quote:

Originally Posted by askmomma

Thats not weven close to being true. If you have 1 dedicated server customer then the host only needs to supply support to one customer, not to hard to do. Now if you have that same server with 50 small shared customers the support could eat a host alive. It's not about BW costs, it's about Quality pf support.

Well that problem could be avoided with making a good knowledge base,and let customer know to check it before asking questions.

SmokeyTheBear · 09-07-2009, 11:45 AM

do you treat apples like oranges ? ( only when making fruit salad )

Dennis69 · 09-07-2009, 12:17 PM

Quote:

Originally Posted by SBJ

yup They do treat them those clients very well cause I've had phatservers/Amerinoc servers for many years and i have used their shared servers before and was given AMAZING service 24/7

Yep... I've also been with Phatservers for years and I've had both with them and I didn't find any difference the support with either... they ROCK!!!

fris · 09-07-2009, 12:18 PM

a customer is a customer

TrafficRush · 09-07-2009, 12:47 PM

Treat all customers af if they were your bread and butter ;)

Hentaikid · 09-07-2009, 01:00 PM

The thing that's emerging between the lines is that often a dedi customer is less trouble than a shared one because he already knows his shit

CaroMark · 09-08-2009, 08:43 AM

I have been in Sales and dealing with clients now for well over 20 years and IMHO the following rules have worked out pretty well for me:

1. Be honest with your clients, if you don't know an answer, explain that you will research the question to find the answer.
2. Treat even the guy sweeping the floor today as if he may be the boss tomorrow, really nothing more than that old Golden Rule, it really works
3. Care about your clients helping them to prosper will make you prosper
4. Form strong lines of communications. Even when times are bad if you have good communications it can really go along way

They are all pretty easy to figure out and while I may not have won every deal I have formed some very good long lasting relationships with businesses that know they can trust me long-term

Bottom line just treat everyone as if they are important, isn't that ultimately your expectation that you and your business are important and priority #1?

pr0 · 09-08-2009, 08:55 AM

Does your bank treat you the same if you have $300 in an account. V.S. 3,000,000 in multiple accts?

Nope..

09-07-2009, 04:48 AM	#4
seeandsee Check SIG! Industry Role: Join Date: Mar 2006 Location: Europe (Skype: gojkoas) Posts: 50,945	probably yes ;) __________________ BUY MY SIG - 50$/Year Contact here

09-07-2009, 04:49 AM	#5
darksoul Confirmed User Join Date: Apr 2002 Location: /root/ Posts: 4,997	it will never happen. Its like going with the bus and expect to have the same comfort as someone driving a benz. __________________ 1337 5y54\|)m1n: 157717888 BM-2cUBw4B2fgiYAfjkE7JvWaJMiUXD96n9tN Cambooth

09-07-2009, 05:24 AM	#6
pornocruto Confirmed User Join Date: Jan 2009 Posts: 1,308	Should for sure, clients are clients and deserve respect and service. __________________ Promote EXTREME porn Earn EXTREME $$$$ Only @ cash.pornocruto.es

09-07-2009, 05:42 AM	#8
darksoul Confirmed User Join Date: Apr 2002 Location: /root/ Posts: 4,997	just in time. This is the last ticket I got from a shared client: Code: What is a ftp client ? __________________ 1337 5y54\|)m1n: 157717888 BM-2cUBw4B2fgiYAfjkE7JvWaJMiUXD96n9tN Cambooth

09-07-2009, 08:30 AM	#16
kacy Confirmed User Join Date: Oct 2002 Location: So Cal Posts: 877	Just giving a host perspective here. The question was should the host "treat" shared customers the same as dedicated. Yes, I believe that they should. Everyone should be treated with respect and kindness no matter the amount of money that is being paid to the company. There is a difference in treating and priority however. If you have 2 tickets in the que and 1 is from a dedicated customer and the other is from the shared hosting customer with the "what is an ftp client" question. I think you all would agree on who should be served first in this instance. However, regardless of how stupid we all may think that question is, that person deserves a response and not one that is directing them to a knowledge base. That is my opinion. I personally am anoyed when my questions are responded with directing to me FAQ. It just seems so unpersonal to me. We answer the question specifically for them, but then also show them where this information can be found for future reference. As others have pointed out. Shared hosting clients eventually become dedicated clients, if they are "treated" right __________________ ~Kacy

09-07-2009, 04:28 AM	#1
Davy Confirmed User Industry Role: Join Date: Apr 2006 Location: Germany Posts: 4,323	Treating shared hosting clients like dedicated clients What's your opinion? Should a hosting company treat their shared hosting clients in the same way they treat their clients who have a dedicated server? __________________ --- ICQ 14-76-98 <-- I don't use this at all

09-07-2009, 04:35 AM	#3
Machete_ WINNING! Industry Role: Join Date: Oct 2002 Posts: 14,579	yes they should If shared customers arent as profitable to them, its because they dont have the right setup

09-07-2009, 05:38 AM	#7
Klen Industry Role: Join Date: Aug 2006 Location: Little Vienna Posts: 32,235	Technically they should threat them better,beacuse host can earn much more money with shared customers then with dedicated.But this could be problematic if host sells packages with unlimited bandwidth.

09-07-2009, 05:55 AM	#12
docputer Confirmed User Industry Role: Join Date: Jun 2006 Posts: 1,103	Amerinoc treats their shared clients very well. I don't know how they could treat their dedicated server clients better, unless they served breakfast in bed.

09-07-2009, 07:20 AM	#15
epitome So Fucking Lame Industry Role: Join Date: Jun 2009 Location: St. Petersburg, FL Posts: 12,156	I had my shared hosting with Naked Hosting, always telling myself I'd go with NatNet or Mojo when it came time for a dedicated. The time came and then I realized that Naked Hosting was giving me <5 minute support ticket responses 24/7 when I was a $20/mo. customer. So I stayed with them and bought a managed dedicated. As with a small affiliate having the potential to become a whale, the same thing can happen with a hosting customer.

09-07-2009, 11:45 AM	#20
SmokeyTheBear ►SouthOfHeaven Join Date: Jun 2004 Location: PlanetEarth MyBoardRank: GerbilMaster My-Penis-Size: extralarge MyWeapon: Computer Posts: 28,609	do you treat apples like oranges ? ( only when making fruit salad ) __________________ hatisblack at yahoo.com

09-07-2009, 12:18 PM	#22
fris Too lazy to set a custom title Industry Role: Join Date: Aug 2002 Posts: 55,372	a customer is a customer __________________ Since 1999: 69 Adult Industry awards for Best Hosting Company and professional excellence. WP Stuff

09-07-2009, 12:47 PM	#23
TrafficRush See My SIG! Industry Role: Join Date: Dec 2003 Location: Sunny Paradise Posts: 2,099	Treat all customers af if they were your bread and butter ;) __________________ INTRALINK DSP \| SIGNUP TO MAKE BANK NOW Skype: Traffic-RushHour \| ICQ: 467617514

09-07-2009, 01:00 PM	#24
Hentaikid Confirmed User Join Date: Nov 2002 Posts: 1,249	The thing that's emerging between the lines is that often a dedi customer is less trouble than a shared one because he already knows his shit

09-08-2009, 08:43 AM	#25
CaroMark Confirmed User Join Date: Sep 2002 Location: Tampa, Florida Posts: 1,357	I have been in Sales and dealing with clients now for well over 20 years and IMHO the following rules have worked out pretty well for me: 1. Be honest with your clients, if you don't know an answer, explain that you will research the question to find the answer. 2. Treat even the guy sweeping the floor today as if he may be the boss tomorrow, really nothing more than that old Golden Rule, it really works 3. Care about your clients helping them to prosper will make you prosper 4. Form strong lines of communications. Even when times are bad if you have good communications it can really go along way They are all pretty easy to figure out and while I may not have won every deal I have formed some very good long lasting relationships with businesses that know they can trust me long-term Bottom line just treat everyone as if they are important, isn't that ultimately your expectation that you and your business are important and priority #1? __________________ Mark M, 727-433-0745 [email protected] Support is everything! ICQ# 40467849, AIM MMemmer333

09-08-2009, 08:55 AM	#26
pr0 rockin tha trailerpark Industry Role: Join Date: May 2001 Location: ~Coastal~ Posts: 23,088	Does your bank treat you the same if you have $300 in an account. V.S. 3,000,000 in multiple accts? Nope.. __________________ __________ Loadedca$h - get sum! - Revengebucks - mmm rebills! - webair (gotz sErVrz) Last edited by pr0; 09-08-2009 at 08:56 AM..