Comments on: Growing Pains: How To Manage Customer Service As A One Person Enterprise http://www.entrepreneurs-journey.com/931/customer-service-business/ Internet Marketing Blog Fri, 10 Feb 2012 01:02:06 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Scott Wainner http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-49240 Scott Wainner Mon, 01 Feb 2010 08:09:31 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-49240 I can assure you about one thing though. All, yes all, wisdom is by hindsight. All of us businesspersons keep solving problems as they arise and hardly ever find the time or the inclination to be proactive. I can assure you about one thing though. All, yes all, wisdom is by hindsight. All of us businesspersons keep solving problems as they arise and hardly ever find the time or the inclination to be proactive.

]]> By: indiageez.com http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-49228 indiageez.com Mon, 01 Feb 2010 05:26:18 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-49228 I agree. Managing the customer service by one person is a challenging task. But to my opinion, customer service is outstanding area where one need to concentrate inorder to build the customer(user) base and only with satisfying their questions we can make them to come again. my two cents!! :-) I agree. Managing the customer service by one person is a challenging task. But to my opinion, customer service is outstanding area where one need to concentrate inorder to build the customer(user) base and only with satisfying their questions we can make them to come again.

my two cents!! :-)

]]> By: Virtual Hogwarts http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-45775 Virtual Hogwarts Sun, 01 Nov 2009 05:30:23 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-45775 Hi, it is really nice post on this nice article.A good way to approach this situation is to place the desire for resolution on the shoulders of the person calling to complain. You can do this with a very simple statement "I know you are frustrated and I am frustrated that you have not been taken care of the way you would like. Hi,
it is really nice post on this nice article.A good way to approach this situation is to place the desire for resolution on the shoulders of the person calling to complain. You can do this with a very simple statement “I know you are frustrated and I am frustrated that you have not been taken care of the way you would like.

]]> By: Kimberly http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-40984 Kimberly Fri, 10 Jul 2009 23:35:17 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-40984 I have yet to experience the snowballing effect :-) I have yet to experience the snowballing effect :-)

]]> By: Yaro http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26421 Yaro Sat, 21 Jun 2008 16:33:27 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26421 I never was the owner of Yaro.com - it's always been a shipping company. I got Yaro.com.au and YaroStarak.com though! I never was the owner of Yaro.com – it’s always been a shipping company. I got Yaro.com.au and YaroStarak.com though!

]]> By: Eva White http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26369 Eva White Thu, 19 Jun 2008 05:53:14 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26369 You aren't the only one with this experience. Things started snowballing for me too. I'm interested in the techniques that you used to not lose touch with people. You aren’t the only one with this experience. Things started snowballing for me too. I’m interested in the techniques that you used to not lose touch with people.

]]> By: Greg Brave http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26351 Greg Brave Wed, 18 Jun 2008 19:24:38 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26351 I think that there are many ways to put up a successful website which will bring a good income without the need of customer service. I think that there are many ways to put up a successful website which will bring a good income without the need of customer service.

]]> By: tkada.com http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26320 tkada.com Tue, 17 Jun 2008 16:36:46 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26320 Yeah controlling customer service with one is not an easy task but you should give the customer good service which they will remain with you for a longer period. Yeah controlling customer service with one is not an easy task but you should give the customer good service which they will remain with you for a longer period.

]]> By: Tony - Nigerian Entrepreneur http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26318 Tony - Nigerian Entrepreneur Tue, 17 Jun 2008 14:52:08 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26318 Perfection! That is a major problem I have to battle with. I love things being done perfect. But often times, that attitude causes a lot of problem. As a new online entrepreneur, I lack the fund to outsource most of the technical aspect of my website, but at the same time, I want the sites looking professional. Last week, I spent hours searching google for answers to queries about CSS and HTML codes because I wanted a part of my blog to just look PERFECT. After 3days, I realized I have failed to make any post and I have piles of emails and comments that I have not responded to. This post is a great reminder. I look forward to the subsequent posts on this issue. Thanks for sharing. Perfection! That is a major problem I have to battle with. I love things being done perfect. But often times, that attitude causes a lot of problem.

As a new online entrepreneur, I lack the fund to outsource most of the technical aspect of my website, but at the same time, I want the sites looking professional.

Last week, I spent hours searching google for answers to queries about CSS and HTML codes because I wanted a part of my blog to just look PERFECT.

After 3days, I realized I have failed to make any post and I have piles of emails and comments that I have not responded to.
This post is a great reminder. I look forward to the subsequent posts on this issue. Thanks for sharing.

]]> By: Binary Ant http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26312 Binary Ant Tue, 17 Jun 2008 08:14:44 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26312 "use your existing clients as a marketing tool to bring in new clients"... very good advice, I liked it a lot. Very good article. However, as you said, you can spend some years before you start needing help to manage your business :) “use your existing clients as a marketing tool to bring in new clients”… very good advice, I liked it a lot. Very good article. However, as you said, you can spend some years before you start needing help to manage your business :)

]]> By: Daniel Ted Feliciano http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26288 Daniel Ted Feliciano Mon, 16 Jun 2008 10:16:42 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26288 Yet again, another fantastic article. Yet again, another fantastic article.

]]> By: John Tomasini http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26262 John Tomasini Sun, 15 Jun 2008 09:37:57 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26262 You are so right Yaro, no one can replicate you . That may be a good thing though , if we were all the same we would not have the expansive thought processes to develop new ideas in marketing or providing services to our clients. Finding good people does take time and often requires you go through a large number of prospects. I don't mind if my clients/prospects are so different to me as long as the desired result or aim is the same . After all not everyone has the same aspirations and goals . I know that I could not possibly deal with more than 50 clients a week . I would set a limit of 50 because I would expect that a maximum of 10 contacts a day would be all that I would be able cope with and maintain quality communication . Buy using the same training program and teaching others the same system is about as good as you can get . Time and skill leveraging . You are so right Yaro, no one can replicate you . That may be a good thing though , if we were all the same we would not have the expansive thought processes to develop new ideas in marketing or providing services to our clients. Finding good people does take time and often requires you go through a large number of prospects. I don’t mind if my clients/prospects are so different to me as long as the desired result or aim is the same . After all not everyone has the same aspirations and goals . I know that I could not possibly deal with more than 50 clients a week . I would set a limit of 50 because I would expect that a maximum of 10 contacts a day would be all that I would be able cope with and maintain quality communication . Buy using the same training program and teaching others the same system is about as good as you can get . Time and skill leveraging .

]]> By: Peter Laurent http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26247 Peter Laurent Sat, 14 Jun 2008 14:08:46 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26247 Hey Yaro, I think a lot of businesses are going to start using Open source CRM solutions like SugarCRM as they ultimately will save a lot of time in the short term for any small business owner. I noticed you are no longer the owner of YARO.com what happened there? P. Hey Yaro, I think a lot of businesses are going to start using Open source CRM solutions like SugarCRM as they ultimately will save a lot of time in the short term for any small business owner.

I noticed you are no longer the owner of YARO.com what happened there?

P.

]]> By: Ron Meledandri http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26246 Ron Meledandri Sat, 14 Jun 2008 13:10:36 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26246 Your comment on the accessibility of the owner is very important. Being able to talk to the owner of the business makes the customer feel important to your company. I customer who desn't feel important to you, does't buy from you. Just think of your typical restaurant experience. Nothing makes you feel better than when the owner visits your table for a brief chat. The owner should never be too busy to talk to any customer about any issue. In my 37 years of business experience, I have seen business fail because the owner did not understand prioirties. Your comment on the accessibility of the owner is very important. Being able to talk to the owner of the business makes the customer feel important to your company. I customer who desn’t feel important to you, does’t buy from you. Just think of your typical restaurant experience. Nothing makes you feel better than when the owner visits your table for a brief chat. The owner should never be too busy to talk to any customer about any issue. In my 37 years of business experience, I have seen business fail because the owner did not understand prioirties.

]]> By: James http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26236 James Sat, 14 Jun 2008 04:49:43 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26236 I also struggle with keeping up with all the email, blog comments, etc.... I have considered a virtual assistant as one way around it, but I'm also trying to set up some self-service tools and auto responders and see if they'll help. Great post. James <a href="http://blog.jvf.com" rel="nofollow">blog.jvf.com</a> I also struggle with keeping up with all the email, blog comments, etc…. I have considered a virtual assistant as one way around it, but I’m also trying to set up some self-service tools and auto responders and see if they’ll help.

Great post.

James
blog.jvf.com

]]> By: Kelly Lowe http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26218 Kelly Lowe Sat, 14 Jun 2008 00:30:27 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26218 As a person who has done online customer service, for online business owners in the past, I can tell you that while outsourcing your customer service is a good idea, you must do so with the understanding that you really can't hand it over to someone else and forget about it. During my experience as an outsourced customer rep, I found that there were many customer issues that required the business owners input - simply because they were issues to which I had no answer for. Outsource..yes...walk away from it...no As a person who has done online customer service, for online business owners in the past, I can tell you that while outsourcing your customer service is a good idea, you must do so with the understanding that you really can’t hand it over to someone else and forget about it.

During my experience as an outsourced customer rep, I found that there were many customer issues that required the business owners input – simply because they were issues to which I had no answer for.

Outsource..yes…walk away from it…no

]]> By: Daniel @ Secret Affiliate Code http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26216 Daniel @ Secret Affiliate Code Fri, 13 Jun 2008 23:18:35 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26216 Wow this is a great post. It just shows in a clear manner that outsourcing is getting more and more important. And that's what a lot of small business owners are not doing. They think they gonna save money if they do everything by them self. But that's wrong. There are so many parts of your business which can be outsourced for a very small amount of money. Looking forward to your next post. Daniel Wow this is a great post.

It just shows in a clear manner that outsourcing is getting more and more important. And that’s what a lot of small business owners are not doing. They think they gonna save money if they do everything by them self. But that’s wrong. There are so many parts of your business which can be outsourced for a very small amount of money.

Looking forward to your next post.

Daniel

]]> By: Results of Poor Customer Service | Beyond Niche Marketing http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26211 Results of Poor Customer Service | Beyond Niche Marketing Fri, 13 Jun 2008 20:11:52 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26211 [...] the joys of entrepreneurial growing pains. Yarak Starak writes in his post :Growing Pains: How To Manage Customer Service As A One Person Enterprise: For a small business with a limited marketing budget, good customer service resulting in an above [...] [...] the joys of entrepreneurial growing pains. Yarak Starak writes in his post :Growing Pains: How To Manage Customer Service As A One Person Enterprise: For a small business with a limited marketing budget, good customer service resulting in an above [...]

]]> By: Yaro http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26205 Yaro Fri, 13 Jun 2008 17:18:19 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26205 Remember no one can replicate you. Expecting that means you will always be disappointed. Perfectionism is an issue here too. You have to realize what is critical - what you spend YOUR time on. The rest goes to your support people who can do a brilliant job - even better than you sometimes - if you can learn to let go. You have to find good people, train them and clearly communicate what your priorities are. It is possible for other people to meet your needs. The biggest frustration is finding good people, because the vetting process usually takes time and often requires you go through the not-quite-right people before you find the good people. They are out there though (cue X-files theme music). Remember no one can replicate you. Expecting that means you will always be disappointed. Perfectionism is an issue here too.

You have to realize what is critical – what you spend YOUR time on. The rest goes to your support people who can do a brilliant job – even better than you sometimes – if you can learn to let go.

You have to find good people, train them and clearly communicate what your priorities are. It is possible for other people to meet your needs.

The biggest frustration is finding good people, because the vetting process usually takes time and often requires you go through the not-quite-right people before you find the good people. They are out there though (cue X-files theme music).

]]> By: Nicole Price http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26202 Nicole Price Fri, 13 Jun 2008 15:39:31 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26202 This is exactly the problem. I know that I need to motivate my helpers to be different and perhaps even train them. The grief is, how? Hope to see some pointers in the next post. This is exactly the problem. I know that I need to motivate my helpers to be different and perhaps even train them. The grief is, how? Hope to see some pointers in the next post.

]]> By: Deep Arora http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26192 Deep Arora Fri, 13 Jun 2008 04:53:02 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26192 Yeah..I came across a book which showed the organization structure of a small business owner.. the center point (the CEO) was marked as YOU. And all the other people in the organization..copywriter, marketer, support staff, product developer..were marked....guess what.... . . . as YOU :) That is the problem with majority of small business owners. They tend to work on every part of their business..result? Loads of Frustration. Yeah..I came across a book which showed the organization structure of a small business owner.. the center point (the CEO) was marked as YOU.

And all the other people in the organization..copywriter, marketer, support staff, product developer..were marked….guess what….
.
.
.
as YOU :)

That is the problem with majority of small business owners. They tend to work on every part of their business..result? Loads of Frustration.

]]> By: Noobpreneur http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26186 Noobpreneur Fri, 13 Jun 2008 01:27:59 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26186 Nicole, That's exactly what happened to me - When I finally have the chance to sit down and think, all I see is me, trying to swat all the problems myself while opportunities are actually there, up for grab - I just can't see the opportunities. Nicole,

That’s exactly what happened to me – When I finally have the chance to sit down and think, all I see is me, trying to swat all the problems myself while opportunities are actually there, up for grab – I just can’t see the opportunities.

]]> By: Cassie http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26177 Cassie Thu, 12 Jun 2008 16:45:35 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26177 That's my problem EXACTLY! I'm the type of person that thinks "if you want it done right, you have to do it yourself". I even had a friend offer to redesign one of my websites for me and I was hesitant to accept her help even though I'm sure she could do a great job. I'm just afraid that my quality standards won't be met. Hopefully Yaro has some tips in that area too :) That’s my problem EXACTLY! I’m the type of person that thinks “if you want it done right, you have to do it yourself”. I even had a friend offer to redesign one of my websites for me and I was hesitant to accept her help even though I’m sure she could do a great job. I’m just afraid that my quality standards won’t be met. Hopefully Yaro has some tips in that area too :)

]]> By: Nicole Price http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26176 Nicole Price Thu, 12 Jun 2008 16:42:19 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26176 I can assure you about one thing though. All, yes all, wisdom is by hindsight. All of us businesspersons keep solving problems as they arise and hardly ever find the time or the inclination to be proactive. I can assure you about one thing though. All, yes all, wisdom is by hindsight. All of us businesspersons keep solving problems as they arise and hardly ever find the time or the inclination to be proactive.

]]> By: Nicole Price http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26175 Nicole Price Thu, 12 Jun 2008 16:40:24 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26175 Doing everything oneself is a very common behavior pattern among all kinds of business persons. Size of the enterprise has nothing to do with it! Doing everything oneself is a very common behavior pattern among all kinds of business persons. Size of the enterprise has nothing to do with it!

]]> By: Warenwirtschaft http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26169 Warenwirtschaft Thu, 12 Jun 2008 14:03:05 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26169 You really know how to build up anticipation :-) Looking forward to your next post that hopefully brings some real good solutions. I own a business myself and i have some people to help me. But the main problem is that the quality is never the same when i dont do it myself. And if it is urgent i do it myself again, and that stops me from doing the real "important" work like marketing, selling ... It is easy to find someone who does the work for you (if you can afford it) but it is very hard to keep up the quality. You really know how to build up anticipation :-)
Looking forward to your next post that hopefully brings some real good solutions.
I own a business myself and i have some people to help me. But the main problem is that the quality is never the same when i dont do it myself. And if it is urgent i do it myself again, and that stops me from doing the real “important” work like marketing, selling …
It is easy to find someone who does the work for you (if you can afford it) but it is very hard to keep up the quality.

]]> By: mark http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26168 mark Thu, 12 Jun 2008 13:35:57 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26168 I can't wait to have that challenge. I can’t wait to have that challenge.

]]> By: Chris Lang http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26164 Chris Lang Thu, 12 Jun 2008 11:04:47 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26164 I think the way to go is to develop a kind of system how you manage things when the business is smaller so that you could pass it on, outsource if you like, when the business has grown. Haven't done that myself yet, though :) Cheers, Chris I think the way to go is to develop a kind of system how you manage things when the business is smaller so that you could pass it on, outsource if you like, when the business has grown. Haven’t done that myself yet, though :)

Cheers,
Chris

]]> By: Matt @ Kurb http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26160 Matt @ Kurb Thu, 12 Jun 2008 07:47:33 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26160 This is the first new post since I subscribed to your feed and you've hit my nail on the head! This opens up to other issues such as dreading having to become an employer, and what kind of level of customer service and relationship you can you realistically be expected to maintain? This is the first new post since I subscribed to your feed and you’ve hit my nail on the head!

This opens up to other issues such as dreading having to become an employer, and what kind of level of customer service and relationship you can you realistically be expected to maintain?

]]> By: Cassie http://www.entrepreneurs-journey.com/931/customer-service-business/comment-page-1/#comment-26157 Cassie Thu, 12 Jun 2008 06:00:04 +0000 http://www.entrepreneurs-journey.com/931/customer-service-business/#comment-26157 I'm amazed that so many people who have much bigger blogs than I do are still doing everything on their own. I'm not exactly outsourcing, but I do have help in different areas from different people. I have done it all on my own for years until just recently, and when you're trying to manage so many things all at once, it takes the fun out of everything. But even though I'm slowly beginning to accept help from outside sources, I can still see it all blowing up in my face soon if I don't start putting some sort of system in place. I'm getting too overwhelmed. Hopefully your next article is posted before that happens! I always love to hear how other people are managing their growing businesses. I’m amazed that so many people who have much bigger blogs than I do are still doing everything on their own. I’m not exactly outsourcing, but I do have help in different areas from different people.

I have done it all on my own for years until just recently, and when you’re trying to manage so many things all at once, it takes the fun out of everything. But even though I’m slowly beginning to accept help from outside sources, I can still see it all blowing up in my face soon if I don’t start putting some sort of system in place. I’m getting too overwhelmed.

Hopefully your next article is posted before that happens! I always love to hear how other people are managing their growing businesses.

]]>