Since I decided to take the plunge and get a dedicated server for my hosting company, I’ve been working on ways to focus on and improve my offerings as a full-service small business host.
Of course, I’m a one-person company right now – the main reason design clients and others host with me is that they want personal service. My goal now is to make the hosting decision as easy as possible for them by offering both hosting and other services as a one-stop shop.
In the past few weeks, I’ve implemented a number of changes at NOCO (not including buying the dedi):
- set up an affiliate program for hosting clients in WHMCS. If a new referral comes through a NOCO text or image link on an existing client’s site, the current client gets a credit on their account.
- replaced my static FAQ page with a new dynamic one using the phpMyFAQ system. Now clients or potential clients can post a question if they don’t find the answers they need, and I can add new items to the FAQ more easily.
- added two SSL certificates with free installation. I’m thinking about adding more – my domain provider Enom offers quite a few but when I tried to set one up in WHMCS I had some issues.
- added free trial accounts – a prospective client can check out NOCO for seven days. I’m using a module from WHMCS Gold to manage free trials. They’re automagically removed from the server at the end of the trial if the prospect decides not to sign up.
- added daily offsite backups through bqbackup, to supplement the onsite ones. Just for my peace of mind.
- added Plesk Sitebuilder for those new hosting clients looking for a simple templated site.
That last item required some serious consideration – was I possibly cutting myself out of work by offering a Sitebuilder system? But I don’ t think so. The hosting clients that come to NOCO on their own – through searches or ads – may be looking for a quick fix, the kind they can get with site-building tools at the big box hosts. But if they’re looking for a local hosting company with those kinds of tools, then NOCO can meet that need.
When I started NOCO Hosting I only made mention of Red Kite once – on the About Us page. But I’ve rethought that; I’m now advertising the availability of professional custom web design and development services on NOCO’s site.
I think I’m on the right track with my goal of repositioning NOCO as a boutique hosting resource for small businesses, primarily local ones, but I do have a number of clients in other states now. I plan to continue adding new services and goodies for clients as appropriate.
Issues with slow or nearly nonexistent email services for my hosting clients during a RAID rebuild earlier this week scared me – enough to start investigating some new ways of managing and growing NOCO Hosting. This was only the second time in almost 3 1/4 years that I’ve had a problem that couldn’t be fixed very quickly, and it was a really frustrating few days (both for me and my clients).
A few changes I’ve already implemented:
- Compiling an offsite contact list that I can use to reach clients in the event of an emergency. I already had this in place, but many clients had never responded to my requests for an offsite email address – they’re still using ‘email@example.com’ for their account ‘www.mydomain.com.’
- Creating a new Gmail address for NOCO, primarily for sending out notifications.
- Compiling a list of SMS/text message contacts for clients who prefer to receive their notifications that way.
And some other things upcoming:
- I’ll be adding some dialogue and changes to the hosting registration form that require an offsite email address as the primary contact address for any account.
- I’ll be splitting client accounts between several servers to reduce by 50% the chance that any one client will b affected by a server issue.
- I’m investigating DNS failover services now, and will be putting together a pricing package to offer to all my clients. I want to see who might be interested in such a service before I formally get it, but I think it might be a good additional offering for NOCO even if no one wants it now.
- I’ll definitely be implementing one of the DNS failover services for my own business sites; I’ll probably try ZoneEdit because they offer their services for free for the first 5 domains
I’m also connecting with other hosting resellers and hosting providers in the Meetup group I co-founded, Fort Collins Internet Pros. Brainstorming with those guys might lead me to some other ideas I haven’t even considered yet.
Frustrations like the one this week make me take a step back and consider whether it’s really worth it to even offer hosting. But I think that it’s a value-added proposition for my clients (one-stop shopping, so to speak), and it’s nicely profitable. Until that changes, I just need to continue what I’m doing – communicating early and often with clients when the extremely rare server issue does come up, and doing what I can to lessen the impact.
Whew. I just launched the new version of the NOCO Hosting site. It’s been about a month in the making and a long weekend of coding, but I’m happy with it. I’m sending out a notice to all my hosting clients and an announcement about the new referral rewards plan.
I’d love to get my hosting list up to 100 clients. That’s the next big goal.
I finally broke down and got a Twitter account for NOCO Hosting (@nocohosting.com). And I just built a little Twitter background for it too.
I’m not sure how I’m going to use this – I can see using it for alerts and service updates, maybe special promotions, but I wonder how other hosting companies use Twitter… Other than spamming for business. I don’t intend to do that.