Do hosts only care about new customers?

Emily Routledge · Sep 5, 2016

I guess this depends a lot on the host. We have had no problems on the first month and everything seems good until we have the problems but the support didn't look like the first time when we contacted to buy their hosting packages. My question is; do hosts only care about new customers? or it just happens on some web hosts?

UnderHost · Sep 5, 2016

There should be no difference in service provided, long terms customers is way better on a business standpoint.

I'm sorry you had such bad experience, are they in business since a while? I assume it's a new web host looking for quick monetization.

LJSHost · Sep 5, 2016

Hi Emily,

No, if you have a good provider you should receive the same excellent service regardless if you've been with them a month or five years.
I'm sure some providers do have this attitude to new sign up's but it will only hurt them long term.

OffshoreDedicated · Sep 5, 2016

We can't say what might have gone wrong with your host. I think your host is facing some kind of problem that is why they are not able to meet your needs.
For a hosting company, both old and new clients are equally important.
In fact old loyal customers are very important for the stability of a business.

VirtuBox · Sep 5, 2016

I'm adding the fact, most of hosting providers will offer lower price to have new customers, and will earn more later by providing a good service and by keeping those customers for a long time.
If you are not satisfy with your service, you will never buy again anything from this provider.

IceFuser · Sep 8, 2016

I don't think so. I guess it is probably a particular service you are saying about. All of the hosting companies have to be good in order to keep their clients.

LJSHost · Sep 8, 2016

The profit margins on shared hosting plans and low end VPS are minimal. A sustainable and profitable business depends on long term steady growth of bulk clients that are with you for at least a few years. Any business should give old loyal customers priority treatment as these are the people that are the backbone of your company.

Any provider that does not look after it's core customers is sure to fail long term.

VeyraHost · Sep 8, 2016

A good host will care for all customers.

FerdieQO · Sep 9, 2016

VeyraHost said:
A good host will care for all customers.

But the problem is they will care more or less after customers purchased their hosting packages.

IceFuser said:
I don't think so. I guess it is probably a particular service you are saying about. All of the hosting companies have to be good in order to keep their clients.

I agree with IceFuser but I faced the case when I bought the hosting services, later I have less support or slow support, it didn't like when I have not bought their package.

hostnesta · Sep 18, 2016

Host's care about all their customers.

What happens is that most hosts have a dedicated sale team which will do everything possible to make sales by getting new customers.

It is now left for the technical desk to handle client's requests.
A sales person can promise you anything, just to earn his commission.

CyberHour · Sep 18, 2016

"A sales person can promise you anything, just to earn his commission."

Maybe, if he is offering EVON products...

First of all the sales department of an established hosting provider are with fixed salery.

If our sales staff was waiting for a commission from online chat with random people then they would be on state or public aids

There are numerous times when our sales staff had decline to provide service for new customers or have decline making additional discount.

archhosting · Feb 5, 2017

A smart host will care for their clients before and after their purchase, not only because this makes them money in the long run, but because it is the right thing to do. This industry is all about month-to-month year-to-year purchasing plans. The only time a hosting company is going to do poorly is if they are under qualified or over worked.

Alex - A2Hosting · Feb 6, 2017

You say the support wasn't the same when you contacted them to buy hosting. To me this sounds like you're dealing with 2 different deparments (sales and then support).

It sounds like you had a good experience with sales but then a negative with support.

If that is the case, if the support is normally poor it might just be best to move to another provider where the sales and after sales support is to the quality you expect (and deserve).

Gecko · Feb 7, 2017

To me it seems like the bigger the web hosting company is (Global Giants) the less that they care about anything other than getting new customers. They care less about doing what it takes to keep a customer after they have gained that customer.

Of course there are exceptions to this rule but the huge brands you hear about all the time are usually the ones that don't worry about keeping customers because they have to work harder to keep a customer than to just do some marketing and get a large amount of new unsuspecting ones.

belinda · Feb 20, 2017

At our hosting company, we do not just care about new customers but we do value our existing customers. Most recently, we showed that we value them by giving out free umbrellas to customers who have been with us for more than 2 years etc.

Support wise, we treat every customer as a valued customer.

intqc[dot]in · Feb 20, 2017

Yes, It happens with some host. This scenario happens when making money is the primary motive of the company.Most of the companies equally treat customer before sales and after sales. Word of mouth by existing customer has lot more impact than any sales ad. Retaining customer is as important as getting a new one.

HosterDaddy · Feb 21, 2017

Emily Routledge said:
I guess this depends a lot on the host. We have had no problems on the first month and everything seems good until we have the problems but the support didn't look like the first time when we contacted to buy their hosting packages. My question is; do hosts only care about new customers? or it just happens on some web hosts?

Well, Its not right Because webhosting do care about existing customer because if they will not renew their hosting packages for any reason web hosting will suffer downwords on their income. So basically long term customer needed to stay in market.

StartVM · Feb 22, 2017

This is actually a very interesting subject. I think it largely depends on the provider, but also the size of the provider. Bigger companies have real sales / support / billing departments. They pay their sales people to care about new customers while their Account Executive's and Support are going to be paid to take of of existing and longer term customers. In smaller companies, often a small amount of people are trying to juggle multiple venues.

Gecko · Feb 23, 2017

StartVM said:
This is actually a very interesting subject. I think it largely depends on the provider, but also the size of the provider. Bigger companies have real sales / support / billing departments. They pay their sales people to care about new customers

That's true that the larger companies will usually have dedicated people to look after the customers but not all of them care about their customers just because they are big. Take EIG and their companies for example, I know from personal experience that they do not care about their customers. Yes some big companies do care but not all.

StartVM said:
In smaller companies, often a small amount of people are trying to juggle multiple venues.

There are many times where a smaller company will give better customer support for many reasons. Sometimes the smaller ones will do things and go out of their way for a customer because they can't afford to lose them.

PaperWolv · Feb 25, 2017

In my opinion mega companies like EIG, GoDaddy etc are not going to give their customers the same level of attention and customer service experience as a (good) smaller provider is going to give and I think there are a couple reasons for this with company profits being the biggest factor.

Smaller companies heavily rely on customer retention to remain profitable and for continued company growth whereas the mega providers are focus on profits alone and do not have to worry nearly as much about customer retention because they have massive marketing budgets with dedicated staff allowing them to continue to gain new customers on a daily/weekly/monthly/yearly basis and the loss of customers probably has very little impact on their business forecasting and profit margins where smaller companies can see more drastic changes when doing forecasting and drastic changes could hurt their business if their most valuable assists (the customers) are not happy and well taken care of.

Do hosts only care about new customers?

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