Over recent weeks, I have had a variety of customer service experiences from HBA (private health cover) through to Telstra (mobile phone) and also Domain Sponsor (domain parking) the experience has been dramatic to say the least. My wife and I walked into HBA recently and we were greeted with a smile and experienced ‘real customer service’ that was both personal and professional. I walked away from that with a great sense of satisfaction to say the least. The second time we walked in we were greeted by the same individual who also remembered who we were from our last conversation. However, my experience in dealing with Telstra was not even remotely similar.

You see, Telstra has moved all of their customer service to either India or Pakistan to reduce costs and hence increase revenue and with that comes not only a language barrier but also cultural differences. So I find myself the other day on the phone to a person in another country trying to have an issue resolved and words cannot describe the frustration and angst in making this phone calls. I get taken from one department to another in the hope that someone can resolve the issue. Even when you walk into a Telstra store and speak with someone in ‘person’ you are still faced with this barrier and they will inform you that they are not in a position to assist you with the matter at hand and that you should call this phone number and they will help you and the nightmare continues.

So this brings me to my final customer service experience and that is with DomainSponsor and I do need to give a ‘shout out’ to one person in particular, and his name is James Tuplin. You see, as you may recall in a previous post, Google had dropped a bomb on my domain portfolio and I have been struggling ever since to recover from that single event. James, who happened to reach out to me that exact same day, was not aware of the situation and after a long conversation presented me with an opportunity that I could not refuse. So after a few more late night skype calls, I placed my complete trust in James to turn this situation around and I followed his instructions from day one. It has been well over a month now and the revenue has significantly improved to say the least and the customer service and level of care has been very much appreciated.

You see, whatever James is doing behind the scenes is working and that is the real difference here, not the same old all talk no action, but real ‘customer service’ that actually delivers on what has been promised. That is so hard to find these days and most of my experiences in the past with the majority of other parking companies has been just that, all talk and no action. I have had previous dealings with DomainSponsor on another business level that was not fruitful and I had become very frustrated with the slow progress a few years ago (it so happens that those people are no longer working there) however, my direct dealings with James in particular have been outstanding. I know he is committed to the task at hand and I have no hesitation in recommending him if you are looking for someone to manage your domain portfolio directly. I know I am looking forward to having a ‘beer’ with James at the upcoming DomainFest conference in early February 2012

Times have changed but good customer service should never change..the customer is always right! If you are interested in making contact with James and or would like to speak to me directly about what DomainSponsor can do for your domain names then just send me an email and I would be happy to share about my experience in relation to parking domain names with DomainSponsor in general.