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An example of perfect customer service from GoDaddy

It’s such a pleasure to get great service. Here’s a case study from GoDaddy on how to do it from James Pattison and his team at GoDaddy:

1. Answer the call and fix the problem. Obvious — but this is where most companies stop.

2. Turn off the timer. James stayed on the line while I tested the fix to make sure it was done right. He wasn’t under pressure to take so many calls per hour. He focused on fixing the problem 100% and making one customer happy.

3. Follow up. The next surprise: He sent this email to make sure everything was working and offered to follow up.

From: jp____@godaddy.com
Date: Wed, 8 Feb 2012 07:18:52 -0600
To: Andy Sernovitz
Subject: My contact info

Hi Andy!

Here’s my contact information I promised you this morning. Respond to this email with your phone number and a good time to call, and it will be me who calls you back.

Thanks again for the opportunity to further serve you,

James P
Customer Care Center
Regular Hours
Tuesday – Saturday
5:00 AM – 1:30 PM Arizona time

4. Stay involved. I emailed James some questions — and he called me back within minutes.

5. Be accountable. James’ email also included the email address of his supervisor.

Please contact my direct supervisor at (davev@—–.net) with any feedback.

Nice job, GoDaddy — this is how it should be done.

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Comments

  1. Cj August 15, 2013 at 7:19 am #

    Andy,

    I know we’ve tweeted back to you a couple times now to say thanks, but it seems that I should say thank you here as well. We absolutely appreciate your taking the time to post about your experience, and I’ll make sure that we recognize James for his efforts. Yours was the first post I read this morning and what a great way to start my day with a smile. Thank you for being an awesome customer!

    ^Cj
    GoDaddy Social Media