03 Jan Exceptional Customer Service Should Be the Norm, Not an Afterthought

Even though everyone says they provide it, genuine customer service is hard to come by these days. In the data center world, good customer service is more than just remote hands and eyes, on-site support, and a customer ticketing portal.

Customers are people – and people want to do business with partners that treat them like they matter, regardless of how much they’re paying each month.

Here are the top five questions you should ask your data center provider to gauge if providing exceptional customer service is as important to them as it is to you.

1. When I call, how long will it take me to find an actual person knowledgeable enough to help me? 
   When you have a question or something that needs immediate attention, navigating through a long list of telephone prompts is not an efficient use of your time. And it’s frustrating when you finally reach a person and that individual isn’t equipped to help you. At Digital Fortress, you can rest easy knowing that every time you call, you’ll hear the voice of a live human on the other end. And our customer service team is committed to finding solutions to problems in minutes, not days.
2. How flexible are you willing to be with your contracts and payment terms, really? 
   Many data centers say they offer flexible contracts and non-traditional payment terms, but very few actually do it. This makes it difficult for businesses with unique use cases that may need specific accommodations. At Digital Fortress, our customers’ business needs are at the forefront of everything we do. As your partner, we are committed to crafting our contract terms and pricing based on what you truly need to achieve your goals.
3. How much employee turnover do you have? 
   Employees who feel appreciated will go the extra mile to help a customer and to help the business grow. But when employees feel undervalued, they’re less likely to do either – and eventually they quit. At Digital Fortress, our employees are our greatest asset. They are genuinely invested in our success, but, more importantly, they’re focused on providing excellent service for all our customers.
4. How easy is it to meet with members of the C-suite? 
   Most data center providers only allow the largest or highest-paying customers access to the C-suite, leaving others to feel like their business isn’t as important – and no one should have to feel that way. Digital Fortress doesn’t believe in prioritizing customers based solely on size. Having authentic and transparent conversations with the right people is how problems get solved. So we provide all our customers, no matter how big or small, with direct access to the C-suite.
5. How do you determine what’s best for your customers? 
   Far too many data center providers create “off-the-shelf” or “one-size-fits-all” products and services to get to market and generate revenue as fast as possible – which isn’t very helpful to the customer. Digital Fortress knows no two customers are alike. We take the time up front to understand what you want to accomplish and then we customize offerings to meet your needs, address your challenges, and help achieve your goals.

A true data center partner will give you more than just space and connectivity. If your data center provider is squeamish about answering these questions, there’s a good chance providing elite customer service isn’t a top priority. This is a red flag indicating you should look elsewhere. Download a copy of this checklist.