She Turned Me Into A Newt… I Got Better
Posted by Kevin Hazard, April 12th, 2006
It’s like you can hear a pin drop right now: It’s quiet, a little too quiet… It’s Raph, a little too Raph… (Along with the Holy Grail reference in the title, this serves as the obligatory esoteric reference for this post… it alludes to the Ninja Turtles Movie I watched about 200 times as a kid.)
To say things have been busy in the world of Site5 in the past week or two would be a huge understatement. We have a lot of fundamental service changes in the works which will improve our server performance, enhance our ability to monitor, and enable us to respond more quickly and directly to problems as they arise.
The Real Deal
Site5 is not the same small web host it was even 6-months ago, and that has good and bad connotations when you look at the company from an outside perspective.
Naturally, some people will be uncomfortable with the changes that they see, recalling “The Good Ol’ Days” of when they were the only customer on a dedicated server with Site5 in 1999… I bet back then, Matt and Rod gave out their home phone numbers to customers who had problems to ensure that each Site5 customer was having a stellar experience, but now, we have Stephens and Stevens and Davids and Vinces and Carlas and Brendans (completely random selection of names from our team… not trying to exclude anyone, just making a point) responding to questions and ensuring a great customer experience.
Unfortunately, when any problems do arise, the cynics in the crowd (and around the industry for that matter) will be quick to spurt that “Site5 is going downhill… They used to be good, but now they {are just after your money/ don’t care about their customers/ conspire to destroy the lives of every person to ever be put on one of their servers} (pick one).”
For a successful technology, reality must take precedence over public relations, for Nature cannot be fooled. - Richard Feynman
What Feynman was saying is true: Nothing anyone at Site5 could say could necessarily change those opinions or win back the customers that may have felt like we lost them, but it is our sincere hope that we can prove otherwise… That reality makes our case for us. High-quality customer service is an ongoing, fickle process with different situations getting immediate, yet polar-opposite responses: Small problems can get fixed often and immediately, and “Site5 is very helpful and responsive,” or a server can be running along fine for a year when a hard disk fails and a support representative takes 2 hours to resolve the issue, and “Site5 has horrible customer service… I have been waiting forever, and they aren’t doing anything.”
In spite of the claims that we are somehow less interested in providing a great customer experience, we continue to strive toward being the best web host: one that you essentially don’t have to deal with; everything works as it should, and, for good measure, you even get some innovative new tools and systems to make your site easier to manage. Because we are in the midst of a meta-planning stage for expediting changes to reach this end, we don’t have a timeline for when we will hit certain goals nor am I even able to comment specifically on what we will be doing to improve the core competencies at Site5, but I am able to at least inform our legions of fans that we are working hard to remain one of the best hosts in the business… As LL Cool J said in “Mama Said Knock You Out”:
Don’t call it a comeback
[We've] been here for years…
Feedback
We want your feedback as to how you would like Site5 to look or what we should improve, so please take the time to get in touch with us by emailing management(at)site5|dot|com.
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