A little over a week ago, I expressed my dismay that Bari Meyerson no longer works as my Account Executive at Moniker. Today, I want to share some reasons why having an Account Executive or Account Representative at a domain registrar is important to me.
Obviously we all put a lot of trust into our domain registrar. Our assets are digital, and there is always a concern they could be stolen and pushed to another account or transferred out all together. Should something like that happen, the process to recover domain names is a bit opaque, and having someone to help with that process is assuring. Knowing I have someone to email who would advocate for me and help me is important and reassuring.
In addition to this worse case scenario, there are every day issues that come up. There have been a number of times where transfers were denied for various reasons, and it’s always helpful to have someone tell me exactly what the problem was. Further, instead of having to submit a ticket to resolve the issue and then submit a ticket to get a refund and re-try the transaction, it has been helpful to have someone willing to make this easier and expedite it.
When I receive renewal notices via email, I am often away from my desk. It’s great to be able to forward the email to my account representative and ask him or her to take care of the renewal for me. It’s one less thing for me to worry about, and it also means that I won’t end up transferring the domain name elsewhere.
Oftentimes, domain registrars are larger companies with various products and services (hosting, web design, marketing…etc). When a problem arises, it’s nice to know you have an ally within the company that will speak with the people who can get things done when they aren’t able to do it themselves. My account representatives know what steps need to be taken to resolve an issue or head off potential trouble, and they are proactive on my behalf.
In various domain related surveys I’ve taken over the years, I’ve been asked to state the importance of having an account representative and/or good customer service compared to other needs like pricing, security, back-end user interface, additional products and service offerings, and other features/aspects. I am pretty sure that customer service was the first or second choice for me – always.
With a dedicated account representative, it’s likely I will do more business with the domain registrar. I am inclined to work with people I like and trust, and if I have an established relationship with an account person, it’s more likely I will register and renew domain names at that registrar.
I understand that it wouldn’t be economically feasible for companies to assign Account Executives to each client, but I can tell you that it does impact my decision when it comes to registering and transferring domain names.