You can be right or you can be effective, but you can’t be both. Here’s how to resolve your issues in the domain name industry.
About once a month I get a phone call or email from someone in the domain name industry asking for my help to be an intermediary in an issue they’re having.
Either a transaction didn’t go the way they anticipated, they feel like they’ve been wronged, or they think someone is ripping them off.
Let me first say that I feel your pain. We’ve all been in the same situation. It’s frustrating. It’s sucks. You might even feel like the world is against you.
But you also need to understand that there are two sides to every issue. You contacted me to tell me your side of the story, but what you have failed to do is understand the other party’s side of the story.
No issue can be resolved without both sides clearly communicating their issues and then rationally discussing possible solutions.
So while I’m honored that you think I may be a voice of reason in the industry, that I can communicate clearly, that I can organize ideas, and that I love to help people, I’m going to have to give you some tough love here…
You need to reach out and resolve your issue on your own.
Here are the steps to do so:
Step 1: Write your issue down as clearly and succinctly as possible. Then go to bed. Then wake up the next day, re-read it, and edit it to be even shorter and more clear.
Get your husband, wife, brother, sister, or friend to read it and give you feedback. Then re-write it again.
You cannot resolve your issue until you can clearly explain your point of view and what you desire, without emotion.
Step 2: Contact someone at the company you’re having an issue with to communicate your issue.
For instance, I had a student that didn’t realize that DNAcademy was a 12-month program. She said I never communicated that to her before she signed up. She emailed me directly, and I’m not going to argue the point — the customer is always right — so I told her I’m sorry I wasn’t clear enough, I clarified our current policy, and then I extended her tuition to accomodate her needs. Issue resolved.
If you’re having an issue at a registrar, for instance, start with their customer support organization. You can find their support system on their website.
Step 3: Work your way up the organizational chart until you find someone who can resolve your issue.
If support doesn’t resolve the issue to your satisfaction, ask that your issue be escalated to the director of customer service.
If your issue still isn’t resolved to your satisfaction, escalate it to the CEO.
Frank Schilling at Uniregistry is amazingly accessible and receptive and — regardless of what the nay-sayers tell you — he cares and wants to resolve your issue.
The same is true for others in the industry. Tobias Flaitz, the CEO of Sedo, is amazing.
And while you’re not likely to get a response direct from the CEO of GoDaddy, they do have fantastic employees that attend in-person conferences and are active on discussion forums like NamePros.com. Joe Styler and Paul Nicks are two people that come to mind that solve problems.
Step 4: As a last resort, if your issue still isn’t resolved to your satisfaction, then let your money do the talking. Take your business elsewhere.
Only the businesses that are customer focused, that are dedicated to customer success, are going to win.
If you’ve suffered a financial loss, then take the other party to court. You can file a small claims court case for around $100, or you can hire an attorney to help you resolve your issue. A link is below to some recommended domain name attorneys. (http://www.domainsherpa.com/domain-name-attorneys/)
Finally, reaching out to industry bloggers and news sites should be your last step if you can’t resolve your issue to your satisfaction and you don’t want others to experience the same results as you.
My wife always tells me that I can be right or I can be effective, but I can’t be both. Though it’s harder than complaining, I prefer to take the high road and try to work out an effective solution.
If you have an issue, the key is to start with yourself, clarify the issue, communicate clearly with the other party, and earnestly try to work it out.
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