I used to host my websites and my clients’ websites on 1and1, a large web hosting company. Over the years the outsourced support deteriorated to a point where I moved my websites, along with all my client’s websites, to another provider. Their bad customer service reputation is well documented on the internet. One only has to Google “1and1 reviews” to see the myriad negative reviews and complaints.
That I moved all those hosting contracts from from 1and1 once again examplifies that companies who deliver poor service lose in the end. (See “Easier for Me” … and Gone! and Something Missing?). In this case, 1and1 lost thousands of dollars in long-term revenue, and this just from a single customer.
When I needed to contact 1and1 for support, more often than not the support offered was subpar for a number of reasons. I could give a long list of flaws in their service delivery, most notably, technical incompetence. However, let’s focus on the subject of this Field Report: “Say It Like You Mean It”
At the conclusion of a 1and1 support call it was customary for the support representative to unenthusiastically mutter “Thank you for calling 1and1”. This sounded utterly recited by rote using the passion of a wet cloth. Here, try it, slightly open your mouth, loosen your cheeks, and without moving your slightly parted lips, in a very monotone voice repeat “Thank you for calling 1and1”. There! This is what the representatives sounded like.
It’s wonderful to thank callers or wish them a nice day but if it’s not said with sincerity, it suggests “I don’t mean what I say and I don’t care”.
Let’s not take this for granted. Is our staff aware they should “say it like they mean it”?
Note: In 2018 1&1 rebranded to “1&1 Ionos” after integration with Profitbricks. 1&1 Ionos is one of the world’s largest web hosting companies. Let’s hope the service improves for their large client base.
- When communicating with customers, does our staff always “say it like they mean it?”
And do we we let feelings of joy, caring and compassion be conveyed through our voice?