The greatest turnaround I've ever seen.

I was livid. Fuming. My business email was down. For days. Nothing worked.

I figured it was my host, GoDaddy. I called. I got on the online tech support chat. I talked to one person after another. They all tried something different and none of it worked.

After five days and around a dozen different reps and no resolution, I went nuclear. I wrote a rather blistering article and found over 40 top executives worldwide at GoDaddy and sent them all a personal note about the eternal unresolved issue.

On a Saturday night, I get a note from a member of the Board. He started making calls. Sunday morning I get a call from the CEO's office, a gentleman named Matt. He listened and started lighting fires. He called me several times on a Sunday to work through the issue. By Sunday evening, the issue was resolved.

It turned out, there was an obscure programming change that took place a few years ago having to do with the phone number field. I just happened to be the lucky guy whom it affected. Matt talked to enough people that he found the issue, someone went deep into the code and made a minor change, and bingo, it worked.

I went from wanting to pull all my and my client's URL's from GoDaddy and move them to another organization, which is akin to cutting off one's own head with a sea slug.

But honestly, I was so impressed with the professionalism and actual competency in the way Matt and others handled the issue, I'm staying with GoDaddy. I understand that any system can have a glitch in the Matrix. It's how those glitches are handled that makes a difference. I've had a lot of conversations with people there and I think the takeaway is pretty simple. Move an issue up the chain of command faster. If one support provider can't solve the problem, it's deeper than that and needs to be elevated up a level. There is a latency in some issues, like databases being updated in 24 hours or such, that can make this difficult to implement. That was part of my issue, some things just take time, but once that time has passed and the issue still isn't resolved, then it needs to be elevated.

And by the way, Matt had talked with many of the 40 execs I harassed and they had a good laugh and said they would have done the same thing.

If there is one thing a Jaded Ad Guy has learned after so many years in this business, it's how to get a customer's attention.

So kudos to you GoDaddy. You've got some amazing people who take their jobs very seriously. It's the way a company should be run, with smart, competent people who will go out of their way to make things work.