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Knowing Your Priorities: At Dyn, Users and Customers Come First, Part 2

About a month ago our VP of Sales and Marketing, Kyle York, blogged about how at Dyn we put our customers first – that we try our best to be transparent to all customers and prospects. I wanted to take some time this Sunday afternoon to respond and expand on his initial blog – Dyn Inc. Users and Customers Come First.

Before I continue – let me first make the blanket comment that Kyle is far more eloquent than I am – I am not your average blogger or a marketer, add that to the fact that playoff football is on in the background may lead to a somewhat choppy read.

I joined Dyn about 4 months ago – but I had watched the company experience significant growth over the last 18 or so months. As a sales guy I was excited to join the fast growing organization. I noticed right away that this place was different – that we actually care about our customers, and what they think of us. Yeah, we’re here to make a living, but at the end of the day I think Dyn has figured out how to be good corporate citizens, be real and human, and allow for total transparency to lead the organization’s behavior.

In Kyle’s last blog he listed the following quotes from some very famous people – I think partially to motivate the sales and support teams for 2010, but also to share with our clients and prospects how we view the importance of customer satisfaction:

“The goal as a company is to have customer service that is not just the best, but legendary.”
Sam Walton – Founder – Wal-Mart

“You have to perform at a consistently higher level than others. That’s the mark of a true professional.”
Joe Paterno – Head Coach – Penn State

“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney – Co-Founder – The Walt Disney Company

“Our life is frittered away by detail. Simplify, simplify!”
Henry David Thoreau – American Philosopher

“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
Jeff Bezos – Founder & CEO – Amazon.com

Earlier this month Dyn acquired a company called EveryDNS. While our plan is to eventually migrate their 300,000 users to our networks, as of January 16, 2010 no changes to infrastructure had occured. However, sometime during the day on January 16th, EveryDNS went down due to a massive DDOS attack. The timing couldn’t have been any worse – days after we bought EveryDNS, their customers went down, their sites inaccessible.

I sat on my couch and watched the world tweet about the outage. But then I saw something pretty cool take place. My colleagues began immediately tweeting back – they answered the questions and concerns of all the customers we had just acquired in an open and public forum. The support team (we call them DynDNS Ninjas) didn’t respond because they had to, or because they were on call, or because it was a corporate policy – they responded because it was the right thing to do. They handed out free vouchers all night for our paid DynDNS Custom DNS service. Just because.

As I followed the tweets, things began to click for me. While Dyn has shown tremendous growth over the past few years, they never lost focus on their customer base. And when Kyle York preached customer satisfaction last month he wasn’t just blowing smoke. Most importantly – Dyn isn’t a huge billion-dollar company, but they treat everyone of their customers like gold.

I’m going to add the following quotes to Kyle’s list of customer satisfaction quotes. While these quotes aren’t from famous business leaders, these might actually be more important to us. They are from our users and clients:

“How Dyn Inc. impressed me with how they handled everydns’s outage due to DDoS. Blog Post@wilco42

“@DynInc has employees on twitter, and they are transparent, they engage in discussion with customers (potential customers, and others). Not just tweeting when there are issues (like a lot of companies do) and they let their presence be known.” @xt1an_

“@DynInc could be a biz-school case study on awesome transparency & customer service.” @Sully

So I’ll end my first blog post for Dyn by saying this – I wrote this not because I had to, or because it was my job. My colleagues motivated and inspired me by proving that the entire organization cares about its customers – not just the bean counters and the sales guys. I couldn’t be happier to be part of this team.


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