Douglas Hanna

For a more recent bio of Douglas, check out his personal website.

Douglas Hanna is the founder and lead writer of Service Untitled and a Principal at Service Untitled Group.

Full Biography:
Douglas Hanna is a customer service expert and entrepreneur who has helped companies of all sizes improve their customer service since 2004. He specializes in working with technology companies and helping them to improve their overall customer service experience and processes.

Douglas started his professional career working in the ultra-competitive web hosting industry. While working as the Director of Sales and Marketing for Idologic Inc., a high-end reseller and dedicated web hosting company, Douglas began reading about and looking into customer service as a potential competitive advantage. After realizing that customer service was the best way to set Idologic apart from its many competitors, Douglas started Service Untitled in April 2006 as a way to explore the topic further and meet other people with an interest in customer service. Douglas later assumed the role of VP of Customer Care at Idologic, where he was responsible for the company’s customer service efforts.

In October 2008, Douglas was hired as Customer Service Manager at LLC, a leading shared, reseller, and dedicated web hosting that has been recognized by Inc. Magazine as one of the fastest growing private companies in the United States two years in a row. At HostGator, Douglas was responsible for customer service, quality assurance, customer feedback management, and customer service operations. He was also responsible for the company’s corporate communications and public relations efforts, including HostGator’s popular Twitter account.

In March 2010, Douglas left HostGator to become the CEO at A Small Orange, a provider of high quality shared, VPS, reseller, and dedicated web hosting. As CEO, Douglas leads the company’s management team and is directly responsible for the company’s finance, business development, marketing, and M&A activities. He is also responsible for HostNine and SEO Web Hosting, two companies that A Small Orange acquired in November 2010.

Douglas and Service Untitled have been featured on, How to Change the World by Guy Kawasaki, and in The Web Host Industry Review. Douglas is the Customer Service Editor at Ping! Zine and has written for TopHosts, The Web Host Industry Review, HostingTech (now part of Web Hosting Talk), and a variety of other publications. He also speaks regularly on blogging, the web hosting industry, and customer service.

When he isn’t working, Douglas enjoys reading, playing the piano, and photography. He is also a big Duke Blue Devils fan.

More: View posts written by Douglas, contact Douglas via email, check out his personal website, or follow him on Twitter.
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