The Bitterness of Poor Quality remains long after the Sweetness of Low Price is Forgotten... 

 

As we all know, Start Up companies don´t really want to spend more than a few hundred Euro to get a 5000 Euro website. Not willing to invest in a website, most of them always seems to have a friend, family member, acquaintance etc. who can build them a website for a few bucks.

Great… if you are the lucky one who has found that one person who actually has the knowledge, time and experience to complete the project of course…

They’ll also have to get your website completed within a reasonable time, put the domain name on your company, set up the email accounts and website hosting for you, and be there immediately whenever an issue comes up which needs to be solved asap….

Unfortunately most of these guys are hard to find and, in my experience, most of them aren´t there when you really need them. Not because they don´t want to help or are bad guys, but simply because they have their regular job during the day, at home a family to take care of and the weekends to spend with their family.

And not being there at the moments you really need them means that at some point you are bound to look for another provider who can be…

Only then it will costs you much more because the new one needs time to see how the website has been developed, accounts are being setup etc.. before he can continue with helping you. 

So in this case Cheap ends up being REALLY  Expensive.

 

The Bitterness of Poor Quality remains long after the Sweetness of Low Price is Forgotten…

A while ago someone working at a small company was having a look at our website to see what we were offering for the development of websites. He looked at all our  marvellous packages. 

Then he phoned me up….

´… I´m looking for a new website and was wondering what the quality and service is of the websites you are providing because they are not expensive and I´m just wondering how you can manage to develop a decent website within this price. ´

I thanked him for his call and simply explained that a decent website using a really user friendly CMS doesn´t have to cost that much. When I told him we even give him a little explanation of how to use the CMS he was even more surprised.

It was a really nice conversation being clear of what we are selling, that we could help him as well with all hosting and email issues, and that we will be still there after going live with the website.

Told him we are Cheap but that we don´t sell Cheap products….

“We are Cheap, but we don´t sell “Cheap” solutions/products…..”

For us it´s pretty normal to be there for our clients (as long as they are reasonable J ).

We are listening to our Clients helping define their requirements before making the scope of the project.

After making the scope we can create a perfect offer with the lowest price possible.

When the client decides to give it a GO we start developing keeping the client informed about the progress of the project right up to  the end.  And even after going live with everything being done we still be around to give support.

 Like said before, we are cheap but we don´t sell ´cheap´….. J

Besides having a great customer services, according to our clients, we are not the kind of company who wants to give you the idea you are stuck with us.

For example when buying a domain name for a Client we buy them in the name of the Client, which we think is normal and how it should be.

The same with the hosting companies. If a Client likes us to advise regarding the hosting and we arrange the hosting for the Clients everything will be done under the name of the Client.

Simply because if the Client wants to work with another IT company for what reason ever they can simply go to them already having all information needed.

“We are in the Customer Service Business and it shows…..”

So, whether you are looking for a New, Gorgeous and Business Generating Website, or an Upgrade or Extensions to your current Website, please feel free to send an email to fsteketee@ave.lu or give us a call at +352 621 356 601

Just to have a coffee and a chat about your requirements.

Ps. This counts for all the services we are providing J

Many thanks in advance.

Frits Steketee

Posted by Frits Steketee Monday, April 04, 2016 11:19:00 AM

Do you want Lunch - or do you want Clients ? 

…sometimes you can’t have both…

A while ago I received a request from one of my favourite clients to help them solve their Email issue.

Email is something we really can’t do without, so we jumped onto the challenge immediately in order to get it solved asap…

First step was to call the hosting company…

At exactly 12.15, I picked up the ‘phone and dialed; I heard it ring out, but there was no answer – no voicemail message or anything…

So I thought I’d Email them instead requesting their urgent attention in order to enable me to fix my favourite clients problem…

Again – no response…

As is usual, I had assumed that the Hosting company would be using a ticketing system to organize technical support, but as I didn’t get an auto reply confirming that the Email had been received, I began to get slightly worried…

I even mailed them with the question when they were reachable…. No response!!

 Time had moved on to 13:30 and I was actually thinking that it couldn’t be that they were simply closed between 12:00 and 14:00 for lunch; surely not in a service business…

Was their lunch really more important than to support their clients who was without email for almost 2 hours?

Apparently…. 

Around 14:10 (2 hours after my initial contact, and with my client being without Email for two hours too…)   

I picked up the ‘phone and gave it a try again and guess what….

They answered the phone !!

Curious as I am (and just had to know), after explaining the email issue I asked if it was normal for this company not to be reachable during lunch time. 

Expecting to hear all kind of excuses which you normally hear that it’s to hectic, employees on holidays, employees being sick etc…. 

I didn’t expect to hear this: 

 ‘Yes, between 12 and 2 we are CLOSED !!!!’

 

So I asked them what their customer should do if their email doesn’t work anymore because of something the hosting company did. Should they simply have to wait till the lunch is finished?

I got a response that they have a ticketing service where I should have send the issue to…

Well… 

I told them I’ve sent 4 emails to 3 different email addresses including the support address and that I still wasn’t getting any response from a ticket service or anything else for that matter... 

So yes, I did send it to their support.

‘Could you sent it again? I can’t find the emails’

I asked them how it’s possible not to find 4 emails (at 3 addresses) where I didn’t get an email error on, which means they are delivered in good order.  I had to count to 10 so I didn’t explode – and I almost reached 10 J 

In order to get it solved asap I decided to resend the email. They saw the email now but still no response with a ticket number.

A ticketing service is a really good thing to respond immediately to your customers that they know you’ve received their email and are working on it. 

Only thing is, make sure that it is WORKING !!! 

This is something we, as IT Company, just can’t imagine. Hosting companies have to be reachable 24/7 by telephone or a ‘working’ ticketing service. You just can’t let your customer down just because you want a sandwich and a coffee for lunch.

Is the value of the Lunch really much more important than the value of your Customer Service?

Well, at AliaVita Engineering definitely NOT!!!

At AliaVita Engineering we are always reachable by telephone or email.

Even in the weekend and during Lunchtime!!!

Besides this we are a company choosing our partners to work with really carefully in order to get the best results and customer service you, as our client, deserve !

If you are running into situations like this and need help, just give us a call at +352 621 356 601 or send an email to support@ave.lu

We are more than happy to help you, even during Lunch Time J

Posted by Frits Steketee Wednesday, February 17, 2016 11:29:00 AM