Last week I had the opportunity to meet with a technology company which took an interesting approach to customer service and believing in their company. They had been struggling with being a startup and getting new customers so decided to offer 24/7 free customer service to differentiate themselves from the competition. This was a very risky move because if a lot of customers started needing this they didn’t have the manpower or the money to cover the need. They only could afford a skeleton crew so rather than figuring out how to add more customer service, they told their programmers if they couldn’t produce software that worked great and was easy to use, it might potentially bankrupt the company
The programmers stepped up and created software that was so easy and so bug free there was very little need for the customer support so the few times the support was needed, the customer service people had the time to treat everyone with the time needed to get things done properly.
The owners had to truly believe in their employees to take this risk and it has paid off very well in the following years. This company is now quite profitable, has happy employees and has a great future.
How much do you believe in your organization?
Have a great day!