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Take A Page From GoDaddy

By Jennifer Fivelsdal

Real Estate Broker/Owner with JFIVE Home Realty LLC | 845-758-6842|162 Deer Run Rd Red Hook NY 12571 10491201242

March 21, 2009 04:58 PM

We all know that customer service can make or break a business. Making the customer experience special will ensure your customer will keep coming back.

Tonight it was after midnight but I knew I could call GoDaddy and get a customer service representative. I would have to wait because all the reps were assisting other customers. My attention was caught by one simple question, would you like to hold with or without music press XXX. No one had ever asked me that question before and as a consumer it was a rather important one. Can't tell you how many times I have been placed on hold even at a doctor's office and had to listen to loud rock music as my blood pressure rose.

Thanks GoDaddy for making my night.

Jennifer Fivelsdal - Keller Williams Realty Team - www.jfivehomes.com - jennifer@jfivehomes.com

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Kevin Cavanaugh

Keller Williams Hudson Valley Realty - Tappan, NY

Lic. Associate Broker, ABR, GREEN

Jennifer, I think I prefer the music because then I can put my phone on speaker at my desk while I continue to work. At least I know I'm still connected. How many times have you waited 25 minutes only to get disconnected 15 ago.

Mar 21, 2009 11:12 PM

C Tann-Starr

Tann Starr & Associates, Inc. - Palm Bay, FL

Giving us a choice is pretty cool. That opens up the doors to a lot of other possibilities like, "Press 1 for Rock, 2 for Classical, 3 for Jazz, 4 for Country..." I might not want to talk to them if they have a really cool selection (LOL). I love GoDaddy. I own 13 sites there. :-)

Mar 21, 2009 11:20 PM

Mike Saunders

Retired - Athens, GA

Jennifer - I love that choice, wish more would do it. I prefer to have the music for only one reason, like Kevin, I prefer the positive feedback of knowing that I am at least still on hold rather than disconnected (which sometimes does not result in a dial tone)

Mar 21, 2009 11:32 PM

Laura Cerrano

Feng Shui Manhattan Long Island - Locust Valley, NY

Certified Feng Shui Expert, Speaker & Researcher

Jennifer, I've been on the phone with them a few time...I like the choice myself and always find them very nice and helpful.

Mar 21, 2009 11:35 PM

Bill Gassett

RE/MAX Executive Realty - Hopkinton, MA

Metrowest Massachusetts Real Estate

Hi Jennifer - Just the fact that you can get them at all hours is great!

Mar 21, 2009 11:37 PM

Janice Roosevelt

Keller Williams Brandywine Valley - West Chester, PA

OICP ABR, ePRO,Ecobroker

Choice is a good thing, Jennifer, thanks

Mar 21, 2009 11:52 PM

Steve Shatsky

Dallas, TX

Hi Jennifer... If I could get the banks to offer me that option, when I am on hold for 45 minutes with a short sale issue, I would be most appreciative!

Mar 22, 2009 04:24 AM

Carol Culkin

Diamond Partners Inc - Overland Park, KS

Overland Park Residential Real Estate

Jennifer - LOL. I have listened to my share of music in the past and many times while multi-tasking I have had to hang up and start over because I missed the instructions.

Mar 22, 2009 06:35 AM

George Souto

George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT

Your Connecticut Mortgage Expert

Jennifer I have also not hada the question asked, but boy it is sure great when you know that someone has 24 hour customer service and you don't have to wait.

Mar 22, 2009 08:09 AM

Ann Heitland

Retired from RE/MAX Peak Properties - Flagstaff, AZ

Retired from Flagstaff Real Estate Sales

But staying up past midnight is above and beyond the call -- unless you're a shift-worker like the one you talked with at Godaddy! Asking questions to find out what customers want, however, is the essence of customer service. Good point!

Mar 22, 2009 08:55 AM

Sharon Simms

Coastal Properties Group International - Christie's International - Saint Petersburg, FL

St. Petersburg FL - CRS CIPS CLHMS RSPS

What a great concept - choice! If you choose NO MUSIC, it would be nice to have a message every minute or so saying that you're still in line.

Mar 22, 2009 11:26 AM

Jennifer Fivelsdal

JFIVE Home Realty LLC | 845-758-6842|162 Deer Run Rd Red Hook NY 12571 - Rhinebeck, NY

Mid Hudson Valley real estate connection

Diana - It does not take much to make me happy.

Cameron - I will keep that in mind. I suppose that is a part of there business model and should generate a bit of revenue.

Kevin - They gave that some thought; there is a voice that comes on every few minutes to thank you for holding.

C- Sounds like you are a big fan.

Mike I should have mentioned that there is a reminder every few minutes

Carole - Like I said, good customer service translate into customers for like.

Janice - I am with you.

Steve maybe you should tell them to take a page from GoDaddy..:)

Carol - I usually hang up the phone because I couldn't stand another minute of someone screaming in my ear.

George - That question made my night.. :)

Ann - Okay I could not sleep so I always use the time to get involved with projects I have had on hold.

Sharon - I hope others will copy this concept and yes there is a message every few minutes

Mar 22, 2009 02:21 PM

Mesa, Arizona Real Estate Mesa Arizona Realtor

Homes Arizona Real Estate LLC - Mesa, AZ

AzLadyInRed

Jennifer, how cool was that? Even on blogs, music starts blaring at times. Not expecting it, I jump outta the skin. Know what I mean? ;-)

Mar 22, 2009 02:35 PM

Marchel Peterson

Results Realty - Spring, TX

Spring TX Real Estate E-Pro

Jennifer, I'm with Teri and think that is too cool that you are given that option. Since I don't use GoDaddy who knows if I will ever be asked that question.

Mar 22, 2009 02:51 PM

Gita Bantwal

RE/MAX Centre Realtors - Warwick, PA

REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

Jennifer, I agree it can be annoying when you have to listen to music when you are on hold.

Mar 22, 2009 11:41 PM

Mike Jones

SUNSTREET MORTGAGE, LLC (BK-0907366, NMLS 145171) - Tucson, AZ

Mike Jones NMLS 223495

Jennifer,

GoDaddy is okay in my book! They work at being customer friendly.

Mike in Tucson

Mar 23, 2009 05:48 PM

Karen Kruschka

RE/MAX Executives - Woodbridge, VA

- "My Experience Isn't Expensive - It's PRICELESS"

Jennifer 24/7 availability and do you eant music - that really is customer service, Karen

Mar 24, 2009 06:14 AM

Robert Hammerstein

Christie's International Real Estate - Hillsdale, NJ

Bergen County NJ Real Estate

Jennifer - i love Go-Daddy! I have had nothing but positive experiences with them. I own several domain names and love it when you don't have to listen to what they term music. lol Pretty cool customer service indeed!

Mar 25, 2009 01:35 AM

Lanre-"THE REAL ESTATE FARMER" Folayan

Samson Properties - Bowie, MD

I don't make promises.I deliver results.SOLD HOMES

Celeste took the words right out of my mouth. Why do they sometimes put boring music on while you wait. They should have all genres of music on their telephones so that people can have options to choose from. Great post Jennifer.

Mar 25, 2009 03:07 PM

Tanya Venable

Orlando, FL

SEO, Mobile SEO, and Internet Marketing Consultant

Jennifer, GO Daddy has come a long way. I have not had to call them in a long time but the last time I did they were very helpful, and hold time was minimal.

Mar 26, 2009 08:11 AM