Now that I’ve dumped all over GoDaddy, let me add that I will give them a thumbs-up in one regard.  Only once before have I received a personal phone call from the president of a company to follow up on a complaint.  He was gracious, didn’t attempt to excuse GoDaddy’s actions and promised to look into the matter further.

This tells me that while the management of GoDaddy may have good intentions and want their company to perform as advertised, they haven’t realized that at the customer experience level.

I’ve worked in the customer service field in one way or another for over 21 years, most of that time in management.  It’s great to have noble plans and ambitions, but if they aren’t implemented in the real world, down at the customer experience level, they’re worthless.  I also understand the concept of sell-up.  I should have been encouraged to renew my domain even if it weren’t in need of renewing yet.  The whole point of sales is to sell as much as possible.  Every time a sales rep calls a customer to sell or renew a previous sale, they need to offer every reasonable item they can.

GoDaddy may have the right idea at the top, now it needs to filter that philosophy and best practices down to the sales teams.