When you sign up for web hosting, you go in with the expectation that your needs are going to be met entirely. Sadly, that isn’t always going to end up being the case.
You need to know how to handle that.
Even the best hosts are going to end up making a mistake. Even with industry leading SLA, you aren’t going to always end up getting 100% perfect service all the time.
Accidents are going to happen, and that’s why you do need to understand how to handle this in an entirely sane manner. It’s going to get you a lot further to be cool under pressure.
Once you know how to handle this, a lot of your hosting problems are going to end up falling away. That’s why you absolutely have to have business sense about this.
Knowing How to Handle Customer Service Even if Something Goes Wrong is Important. Here’s How.
Every single host is going to make a mistake at some point. If you’ve never had that happen, then you probably haven’t been in the world of web development for that long.
Fortunately, it’s really not the end of the world. It’s just something that has to be handle with grace and skill, and appropriately for the incident that’s actually occurring.
The smarter that you are about this, the better. The more polite, the better as well. You just need to make sure that you’re capable of doing all of these things at once.
You need your site to get back up and running.
The top priority, obviously, is to make sure that your site is up and running with the expectation that the issue that happened isn’t going to end up happening again.
Again, mistakes can happen, but if your site is currently down and it really shouldn’t be, that’s a huge issue and it does need to be resolved in a very timely manner.
With this in mind and your business on the line, you absolutely need to focus on always getting your site up and running again before you end up tackling anything else.
Contact them quickly.
Contacting customer service promptly is always the way to go. Any host with typical SLA numbers is going to make sure that you end up getting a response quickly.
If you don’t end up getting a response within a couple of hours, it’s probably not a good idea to end up spamming them. Just try another method, like live chat or a phone call.
Tickets are usually the easiest and most convenient way to contact customer support, obviously, but if this is a very pressing and important issue, you need to be more aggressive.
They want you to be happy.
What does need to be said about any good host’s customer support team is that they are very focused on making sure that you are happy as a general rule. They don’t want you to fail.
They want to make sure that the issue is taken care of promptly and effectively, so make sure that you have all of the details lined out about it before you ever go in.
By doing this, you’re basically making everyone’s life easier. You’re going to definitely end up seeing your site taken care of at a much faster rate with this in mind.
They want you to stay.
It’s always the host’s priority to keep you actually using their service, and this means that they’re going to do everything in their power to keep you around and happy.
One of their most common techniques, especially if you’ve lost a lot of uptime courtesy of their mistake, is to end up handing over a web hosting refund for your trouble.
There’s certainly no reason to turn this down, and if a web host doesn’t offer it for any downtime that they’ve caused, then you should definitely be politely asking for it.
Make sure it doesn’t happen again.
Another thing that does need to made clear is that this sort of thing does not need to happen again. You don’t want to end up having this sort of issue commonly.
If it is going to be a common thing for at least a short period of time, then you need to find out why, and you need to find out how you can end up handling that for your customers.
Make sure that your host knows how unacceptable this is, and you’ll probably be graced with another refund for your trouble, as is appropriate for the situation at hand.
Prevention is key.
If this is something that can be prevented, make sure that your host is telling you about that. Perhaps it was a bandwidth issue, or something server-side that needs to be handled.
By finding out the source of the problem, you’ll be able to do everything in your own power to make sure that it doesn’t happen again, which is really the ideal situation.
All in all, it’s very important that you keep a level head through this process, and are always capable of figuring out the technical side of it before you let your anger get in the way.
Don’t ever yell.
In general, it’s important that you don’t ever let your frustration show through. If you’re rude to customer service, they’re going to be way less likely to end up helping you.
Obviously, getting snippy is going to end up happening if something isn’t resolved quickly. Just try to keep a cool of a head as possible, and you’ll see much better results.
Your site is going to be counting on you to make sure that it gets up and running again. You just have to make sure that you can really end up handling this in a professional manner.