It’s at this point when the customer service problems tend to happen. The solo entrepreneur, who used to love talking to his or her readers and customers, suddenly hates the idea of looking at the inbox. There’s too many emails, too many blog comments to reply to and moderate and everyone is vying for his or her attention.
Can You Still Deliver Personal Service When You Can’t Personally Do To It All Yourself?
I can vouch for the scenario I just painted above because I’ve been there. Actually, I’m still there in many ways.
Accessibility is a HUGE thing that most business leaders very quickly lose as their business grows. It’s usually not their fault - they just get too busy - but I believe it’s critical you stay in touch with your customers. It makes sense for all the good customer service reasons discussed already in this article and the previous Starbucks story. It also gives you intelligence direct from your market, which is something that is fundamental to successful entrepreneurship and business growth. You don’t want to lose touch with the group of people that matter most.
What I can show you is how I deal with the queries I receive, how I can maintain personal communication with my top constituents and how things have changed compared to what it was like when I was the only person in charge of customer support.
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