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I made a mistake

We’ve been hosting our email with the same company for 10 years. It’s been rock-solid, with the occasional problem solved quickly and well.

We were the first in line when they offered a new, upgraded server.

And the transition was a disaster.  Tech support was surly. I had to pull strings with senior management to get help. It just kept getting worse. Now we’ve wasted hundreds of hours and are moving to a (hopefully) better host.

My big mistake:  Clearly something had changed, and I missed the collapse in service and attitude.


  1. Where there’s smoke, there’s fire. Don’t let past quality blind you to current problems.
  2. Bad support at the bottom is a sign of deep rot at the top.
  3. You don’t owe loyalty to a vendor who fails you. They owe loyalty to the customers who have stood by them year after year. You keep them in business.
  4. When you’re upgrading is when you should get the most fantastic support — because you’re giving them more money, and they should be thrilled. If it’s hard to give a company more money, something is very wrong.

The moment you realize they don’t care is when you should run away.

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  1. Andrea McLaughlin April 3, 2010 at 6:19 pm #

    This is a useful explanation of how to react when things seem to be headed downhill fast. Since this is a marketing blog I’m reminded of the adage that sometimes a business screw up repaired is a fabulous marketing tool. So, if you’re ever on the other side of this scenario, as I have been a few times, remember that if you can connect with the unhappy customer and make it all better quickly, you may have just won yourself a customer for life! It’s all about having an attitude about improving your business by learning from mistakes instead of blaming and fighting customers. Too bad that email hosting company doesn’t know that!

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