Our Windows hosting service is a subscription business. And as much as I hate to admit it, we do have customers cancel service. I know it’s hard to believe but it’s true. All kidding aside, part of running any subscription service is dealing with churn.
At the end of the day, we want your online presence to be successful. We hope that our hosting solution can contribute to your success, but if it doesn’t work for you, we understand. We certainly don’t want to hold anyone hostage in an undesirable or unworkable situation.
That’s why we make it easy to submit a cancellation request – right from your account Control Panel.
I’m sure you have experienced other subscription services that make it extremely difficult to cancel services. They force you to call during specific hours (never in your time zone), then go through a series of automated phone menus, punching in all sorts of information. When you finally get to speak to someone, you have to confirm or repeat information, provide answers to security questions and sometimes even justify your reasons for leaving! The whole process is painful, and the representative’s job is to convince you to keep your account active, not to help you cancel it.
We don’t employ those Kind of tactics. Mainly because it’s just not cool, but also because the last thing we want to be – even if you’re on your way out – is annoying. We don’t want anyone to have a bad experience associated with DiscountASP.NET.
However, if you do ever cancel service with us, we have one “ask” – and that is to let us know why you canceled. We ask the question not to pry or invade your privacy, but for feedback in order to help improve our service.
If you sold your business or got a new web developer who prefers another host, let us know. If you just hated the service or Control Panel or the way some feature worked, tell us. We can take it! Maybe you just outgrew what we offer, or decided to change your technology stack. Let us know. That’s valuable information to us.
We continuously review the reasons given when people cancel and the information is passed along to our product and operations teams, who use the feedback to help inform our product pipeline and customer support training. Getting feedback from you is really valuable and it helps us to prioritize what we work on or develop.
We realize that if you are leaving you may be thinking, “Hey, I’m leaving, why should I care about helping you?” Well, look at it this way: we are an independent hosting company. We aren’t just another brand name in a huge conglomerate, or a line item for an investment firm. It’s important that independent companies like DiscountASP.NET continue to thrive. It keeps the big conglomerates and the fly-by-night “hosts” honest. And it provides you with a more personal alternative to the giant corporate hosts when you want it.
That’s good for you as a consumer, having that choice, and it’s good for us, for obvious reasons. 😉
And while we’re on the subject, feel free to give us your feedback even if you have no intention of leaving! We love to hear it, and it helps for all the reasons we’ve talked about here.