I used to host my websites and my clients’ websites on 1and1 (now called Ionos), a large web hosting company. Over the years the outsourced support deteriorated to a point where I moved all websites, to another provider. 1and1’s bad customer service reputation is well documented on the internet. One only has to Google “1and1 reviews” to see the myriad negative reviews and complaints.
That I moved all those hosting contracts from 1and1 once again exemplifies that companies who deliver poor service lose in the end. (See “Easier for Me” … and Gone! and Something Missing?). In this case, 1and1 lost thousands of dollars in long-term revenue.
When I needed to contact 1and1 for support, the support offered was customarily subpar for a number of reasons. I could give a long list of flaws in their service delivery, most notably, technical incompetence. However, let’s focus on the subject of this article: “Say It Like You Mean It”
At the conclusion of a 1and1 support call it was common for the support representative to unenthusiastically mutter “Thank you for calling 1and1”. This sounded utterly recited by rote using the passion of a wet cloth. Here, try it, slightly open your mouth, loosen your cheeks, and without moving your slightly parted lips, in a very monotone voice repeat “Thank you for calling 1and1”. This is what the representatives sounded like.
It’s wonderful to thank callers or wish them a nice day but if it’s not said with sincerity, it suggests “I don’t mean what I say and I don’t care”.
Let’s not take this for granted. Is our staff aware they should “say it like they mean it”?
Note: In 2018 1&1 rebranded to “1&1 Ionos” after integration with Profitbricks. 1&1 Ionos is one of the world’s largest web hosting companies. Let’s hope the service improves for their large client base.
ACE Tip
- When communicating with customers, does our staff always “say it like they mean it?”
And do we we let feelings of joy, caring and compassion be conveyed through our voice?
Hi Gilles, great article! I used to be a 1and1 customer, but after my web site was hacked and literally deleted the support from 1and1 customer service or lack there of forced me into another providers care.
The news that your web site has been deleted is devastating and then to deal with the company that represents you and be told that there is nothing they can do because they don’t keep backups, was even more troubling.
I have moved to another provider who’s customer service is second to none and feel both protected and appreciated.
Sincerely,
Rachel
Hi Rachel,
I’m happy you liked the article. Thanks for sharing your story and I’m glad you also left 1and1 for better service and support elsewhere.
If companies could only realize the correlation between service and revenue, customer experiences would be much improved.
Cheers,
Gilles
Agree with both of you, used to be 1&1 user, not anymore.
Now I either use :
– OVH (french & good value for the price; mainly for clients with small budget)
– Ikoula (french & 100% renewable energy )
=> Mainly because I value data hosted in europe (no patriot act and stuff like that) & ecology
Their customer services are decent but never have to deal with major issue with them though 😉
Salut Guy!
Thanks for sharing. Yet another who left 1and1. It drives home the point that poor customer service equals loss of revenue.
I haven’t heard of the providers you mentioned, then again, they’re European. Thanks for mentioning them. European visitors may want to check them out since they get your backing.
Cheers,
Gilles
I cancelled my subscription to 1and1 YEARS ago. A few months later, they sent me a letter saying I owed them $1 and some change. Thinking I paid them enough on closing, I ignored the letter.
Every few months after that, same letter in the mailbox. This went on for years until last week when I received the same letter, this time from a collection agency, stating I owed them $3 something.
I will send them their money 1) because collection agencies are like a mad dog with a bone, and 2) the amount I owe at least exceeds the cost of a stamp/e-Interac.
The company 1and1 does not conjure up a good image in my mind.
Great article, Gilles. Add me to the list of the dissatisfied. YOU, however, set the gold standard for service. Oh, would that IONOS at least step up to the plate. I’ll start budgeting for the move.
Hi Paula! Thanks for the compliment. It would be so interesting to see how much business 1and1 have lost due to poor customer service.
It still baffles me how businesses don’t see the direct correlation between service and revenue…. and between service and personal sanctification too 🙂