What are some "extra one percent" efforts that can reduce customer churn?

SenseiSteve

HD Moderator
Staff member
Certainly it’s the long term goal of every business to minimize customer churn. The expense to sign on new clients way exceeds the cost to retain and resell existing clients. Every interaction with your clients, from online live chat, sales and service, to the accounting department shares a responsibility to exceed your client’s expectations, by going that extra one percent – every time.
 

easyhostmedia

Well-known member
I find that when clients sign up and they have domains elsewhere, some have issues understanding how to change nameservers, etc., I used to send them clear written instructions and even have instructions in KB, but still, clients had issues, so I would offer to login to where ever their domain was to change nameservers, etc. for them
 

Hosting.uk

New member
I find that when clients sign up and they have domains elsewhere, some have issues understanding how to change nameservers, etc., I used to send them clear written instructions and even have instructions in KB, but still, clients had issues, so I would offer to login to where ever their domain was to change nameservers, etc. for them
That is the best way to have something done on the behalf of the client . But I do not really think that most clients can agree to that.
 

easyhostmedia

Well-known member
That is the best way to have something done on the behalf of the client . But I do not really think that most clients can agree to that.
When I suggested this to any client, not 1 disagreed, but think it is all a matter of trust and what sort of support you provide in general
 
we found since we offered live chat things are better and more customers stay and love our service because we help them wherever they require assistance.
 

bigredseo

HD Community Advisor
Staff member
An extra 1% that we used to do was a nightly scan on the server to scan for any exploitable PHP files and then notify the customer if we found them. Not only helps them, but helps protect the integrity of the server. Doing a general scan for base64 injections takes very little time when automated, and makes a big difference to the client when you can be proactive about a potential exploit in their site.

Scans for WordPress plugins that are out of date is another very easy task performed via shell on a system level, and giving that heads-up to clients is usually a welcomed message.
 

easyhostmedia

Well-known member
An extra 1% that we used to do was a nightly scan on the server to scan for any exploitable PHP files and then notify the customer if we found them. Not only helps them, but helps protect the integrity of the server. Doing a general scan for base64 injections takes very little time when automated, and makes a big difference to the client when you can be proactive about a potential exploit in their site.

Scans for WordPress plugins that are out of date is another very easy task performed via shell on a system level, and giving that heads-up to clients is usually a welcomed message.
yes that helps big time.
I remember when I had a Managed VPS, my provider who sometimes message to say they found an issue and fixed it, before I even noticed the issue.
 
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