An interesting video popped up on my LinkedIn feed today. A LinkedIn / Twitter user named Keenan (verified on Twitter) posted a video critiquing a telemarketing phone call he had with a GoDaddy representative. Apparently, the GoDaddy rep didn’t do his homework before making the sales call, and Keenan offered some critical feedback and advice about how the call should have gone.
Keenan posted a link to the video via this tweet:
— Keenan (@keenan) June 7, 2018
In the comment section on LinkedIn, GoDaddy CEO Scott Wagner publicly responded to Keenan’s video, and I want to share his response with you:
“Keenan — Sorry for the lousy experience. Our aspiration is to have you delighted. Obviously this was a ways away from that. Lots of reasons/opinions below on why, but the punch line is that we failed in the moment….which is the only thing that matters. Sometimes we’re absolutely wonderful but we also leave people with experiences like yours too, which cause me and many others at the company to lose little parts of our soul. We will get better and we will create a system that trains and celebrates a great experience. We won’t ever make everyone happy in every moment (Apple creates a lot of frustrating points too….) but we can and will get better. If you’d do me the courtesy, please hit me directly via email or Twitter and we can use your experience as a learning moment.
Best, Scott Wagner”
It is pretty remarkable that the CEO of a publicly traded company worth more than $12 billion personally responded to a video like this. Some might say that it was a PR person who responded, but I would be willing to bet that it was the CEO himself who replied.
The type of negative interaction between a customer and a GoDaddy representative probably happens many times a day. It is certainly not good for the customer nor is it good for employee morale. I think having the CEO address a video like this is powerful because it sets the tone for other employees and it shows accountability. I also think Keenan is right and the representative should have been more prepared for the call.
I am sure these touch base calls can be annoying to recipients, but I am also pretty sure that if they add value to the recipient, these types of phone calls can benefit both the company and the customer.