Yesterday, after one too many unanswered tech support emails, I invested in a new web hosting provider. The new provider is around 400% more expensive than the previous one, but their customer service is extremely good. I had already researched them months ago and was really impressed.
My old provider offered an very reliable service; as you will know if you come here regularly. However, although their service was extremely good, their customer service was extremely poor. So, when things went wrong, it was painfully frustrating. That’s why they lost my business.
Here’s why this matters: I didn’t want to leave my previous provider! I wanted to PAY THEM MORE to offer me a better service, but they don’t offer that option. They do offer a more expensive hosting plan, BUT it’s serviced in exactly the same way as my previous one. I would get more server space, but have to suffer with the same unmanned support phone line, and the same frustrating email tech support system.
Ever thought of offering a new, premium version of your service?
Have you thought of adding a new, elite level of service to your business, for those like myself; who are service focussed and happy to pay a premium for a premium service? I know you already offer a great service, and so do many of your competitors – Remember, some of them will be reading this post too and nodding in all the same places as you!
That’s not what I am talking about here.
My suggestion, is to think about offering something that’s on a totally different level. There are a couple of really good reasons to consider this:
- The percentage of the marketplace that’s prepared to pay 2, 3 or 5 times as much for an elite service may be small, but it’s also far less competitive. In some industries, this massively valuable segment is hardly targeted by any providers at all!
- If you have existing clients or customers, who would like an even better service from you, you have something perfect to offer them. So, instead of losing what could be your best clients or customers, you actually end up making them massively more profitable instead.
Is this the right thing for EVERY provider to do? No, of course not! It will suit some business owners and not suit others. That said, if the idea of offering a new, elite service interests you and you believe you have the resources to develop a whole new level of service, why not give it some thought?
What kind of elite service would YOU be prepared to pay more for – And why?
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