I am Angry! I am Upset! I am Tired of all this Misbehavior!
In recent months it has come to my attention the sense of arrogance, sloth and apathy that has been seeping to the surface in our small world by certain service providers and individuals. Examples range from those running charity and business investment scams, lack of licensing by financial bodies, failure to provide website development services to a verbal delivery of smugness from an owner of a service company when asked what his company does….
And it is entirely our fault. Why? Because NO ONE, including myself, has ever called them onto the carpet and made them accountable for their actions. Our industry is unique in the aspect as it still has a sense of the Wild West. No Rules, No Governance, No Regulation. The general result of something untoward happening to one of our peers is to sweep it under the carpet and to never speak openly about the service provider’s failure. We have the capability and the intestinal fortitude to change this and still maintain our sense of the Wild Wild West in our industry… We have to become our own Andy Taylor’s, Jack Carter’s and Joe Arpaio’s. Let’s stop surrounding ourselves with the Boss Hogg’s in this industry.
In any other business market, these individuals and their service providing miscarriages would have their failures blasted across social media (see the Comcast article about their Customer Service failures), sued in civil and possibly criminal court, as well as broadcasted on a news station in a local and possibly national television broadcast by their customers and rightfully so.
As a website developer I have had my share of service providing issues. Life Happens. Troubles Occur. As a responsible business owner I must take FULL control and responsibility of my work environment. Example: When I was struck with a serious illness in late 2013, I was hospitalized for 9 days but my recovery has taken much longer. At no point in time did I ever let my clients just fall by the wayside and cast their trust to the wind. I owned up to what happened and this included phone calls and apology emails. I value my clients as I would hope they value me as a trusted provider of services.
I interviewed Zak Muscovitch, the principal of The Muscovitch Law Firm and DNAttorney.com to find out what our legal options are for those that misrepresent, fail to provide a service or those who are participating in potential fraud. This is what Zak had to say:
Anyone who purchases “soft” goods (website development, SEO services, online marketing), are they protected under the Supply of Goods and Services Act 1982?
Is there a legal recourse for a purchaser of online services, even if there is not a signed contract?
If the work wasn’t carried out with reasonable care or skill and the trader is refusing to put things right, can you claim compensation ?
Do you feel a regulatory commission should be established and why or why not?
We have many fantastic service providers in this industry and they need to be brought to light. Please, let me know who they are so we can build a growing list of those who need to be recognized for their exceptional work, ethics and gumption!
Things are going to change. We have to change them. If we do not have a serious discussion amongst ourselves, and make these matters known, many more people will lose money and faith in what we provide and will cast an even poorer light about domaining in the public’s eye. If you have a story about a situation regarding a service that you purchased and would like published, let me know, I will make sure your story is heard in a professional, confidential yet assertive manner. I will also be happy to refer you to a few good lawyers.