Service Defined

At HostMySite,

we are passionate about outstanding customer service. It defines us. It shapes how we do everything from answering the phone, to building a server, to hiring the next great person to serve you. When Neil and I founded this company in 1997 we pledged to treat the business of each and every customer as if it were our own.

Lou Honick
CEO HostMySite.com

Neil Heuer
CTO HostMySite.com

Now with over 250 employees, 4000 servers, and 100,000 domains hosted we believe that we have created a service culture where each and every team member lives that vision on a daily basis. I'm not just talking about tech support either. Every department, from HR to Network Operations, fully commits to doing their part in delivering service that exceeds your expectations.

The obvious question is, "How do we do it?" Many companies make claims about great service, but when the rubber meets the road they fail to deliver. As we have grown, the natural inclination is for people to think that service must decline. In today's business world it is assumed that success leads companies to forget about the customer and causes management to become detached from the mechanics of service delivery.

Years ago, as our business was really taking off, we thought about these potential problems and sought a way to avoid what some people thought was an inevitable decline in service. As we began to understand the challenge, we realized that our approach had to change. We were getting too large to drive great service through sheer force of will. Neil and I repeatedly telling our staff to deliver great service on a daily basis just wouldn't scale. We needed buy-in. We needed each employee to be passionate about customer service, but we also needed a definition that was more than just the word "great." So we enlisted the help of everyone in the company, at every level, to help us create a well defined framework for how to deliver service.

From this exercise, our "Pillars of Customer Service" were born, and they became the basis for the service culture that has made our company so successful. Over the years, they have changed and grown through the valuable input of our new team members. Today our Pillars consist of Compassion, Credibility, Exceed Expectations, Never Say No, Ownership, Reliability, Respect, Empowerment, and Communication.

While I could go on endlessly about each Pillar individually, suffice to say that these ideals are woven into the fabric of our business and define who we are in every facet of our performance. This isn't a set of rules handed down from management, it is a philosophy directly created by the entire group of people that truly make our company great. It is a culture predicated not only on being great today, but finding ways to be even better tomorrow.

Our growth and success over the past 10 years is directly attributable to our commitment to customer service. We wouldn't be where we are today without you, and we are deeply appreciative of your continued support as we look for new ways to add value to your online presence.

On behalf of the entire HostMySite family, I sincerely thank you for your business and wish you every success.

Sincerely,
Lou Honick, CEO