GoDaddy vs. Google: Hearing Impaired Customer Service

Here is a classic example of poor customer service.

I recently tried to utilize the GoDaddy Online Group Calendar so that our team could see and edit my schedule. I followed the directions and downloaded the executable that would synchronize my MS Outlook Calendar with the GoDaddy calendar. It literally worked once...and never again. On 2/20/09 I submitted an online help request to GoDaddy. They responded quickly by requesting screen shots and files, which I sent quickly. Time was of essence. Apparently, my problem was much more severe so the issue needed to be escalated. The last time I heard from them was 2/25/09. I finally made the decision to ditch GoDaddy and use Google Calendar - and it works like a champ! There are a few things that I would like to see changed, but ultimately Google achieves the purpose of sharing my calendar and syncing with MS Outlook.

I decided to let GoDaddy know that I was no longer pining by the "phone" waiting for their help. So I sent the following message (I was quite annoyed, but I feel that feedback is important for growth) :

The resolution to this issue has taken too long. I have decided to use Google Calendar.

They responded in a timely fashion with this:

Dear Joelle Hinds-Ware,
Thank you for contacting Online Support. I apologize for the delay. I have looked into the escalation and they are still investigating this matter. We will contact you once the issue has been resolved. We appreciate your patience while we look further into this matter for you.Please let us know if you have any further questions, comments, or concerns. Our service departments and telephone lines are open 24 hours a day, 365 days a year to accommodate your needs anytime.Or, you can send an email for speedy electronic service.We look forward to serving you in the future!

Sincerely,
Amber P.
Online Support Representative

What does this tell you? She didn't read my message and just sent some generic response. How insulting! I don't think that they were even trying to resolve my issue. This response erased any apologetic feelings I had about deserting GoDaddy.

This situation emphasizes how important it is that you give your client WHAT THEY ASK FOR. And if you err: fess up, acknowledge and apologize. GoDaddy should continue to spend the energy to solve my issue because if it happened to me it may happen to someone else - and who's to say that it hasn't?

I wish them luck. GoDaddy has great services, but what good are they if no one can fix them when they are broken?

(I Will) Make Mine A Million $ Business

Yesterday I attended the Make Mine a Million Dollar Business Race Kickoff - what a mouthful! It is part of Count Me In's programs for motivating women-business owners and it was sponsored by Sam's Club in Secaucus. It was held early in the morning and organized quite well considering the venue was a warehouse grocery store whose customers consistently walked past pushing the noisiest shopping carts.

I left the event inspired to participate in the race. The idea is to set a financial goal and work with the M3 resources to achieve that goal. I was hesitant at first to join because $1 million seemed unrealistic. I am as hopeful as anyone - but I am not into demoralizing myself by setting unattainable goals. Thankfully, there are multiple goal tiers. One speaker, Nancy Michaels of Grow Your Own Business Network, was quite helpful in providing innovative ways to market products and services - I will be utilizing her suggestions this weekend. Another speaker, Bill Dueease of The Coach Connection, changed my perspective on business coaching. Although his manner was off-putting at times, his points were well-made. And I like the money-back guarantee and the coach-to-client matching process. I am seriously considering the $300 investment. The last speaker reminded me of Caroline Kennedy in her interview during her vie for the NY Senate seat vacated by Hillary Clinton. The hemming and uh-ing was painful! She did very well when it was an open question-and-answer forum, but seemed to have difficulty conveying ideas. Her presentation reminded how important it is to engage your audience and come across as someone who is in control of your material.

The highlight of yesterday was my determination to maximize my time by shopping at Sam's Club. In my mind, the reason that they chose to host the event at their location was the hope of converting attendees to be customers. Now, I have no intention of being a Sam's Club member (we already have 1 too many mega-grocery store memberships), but I couldn't pass up the opportunity to complete much needed shopping - especially since I needed fruit platters for my daughters' Valentine Day parties. When I approached one of the Sam's Club "dignitaries" and requested a day pass - she hesitated. Whoa! Here is a person interested in spending money in your establishment and you hesitate? I understand that you are going to try to sell me a membership, but the first answer should not be, "um, let me check." Right there, I know that if I was in the market to purchase a club membership I would not have gotten Sam's because I could see that customer service is not taught to be a priority to the associates.

It is important to remember that people note the little things. If you come across as unknowledgeable, if you seem unwilling to bend then that sends strong, negative signals.

I DID get my shopping done (I was not impressed with the prices or selections) and I cannot remember the name of the third speaker. Need I say more?