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There was an interesting discussion in the Blog Mastermind forums that began with a question about when you should start outsourcing.

The impression this particular student had was that outsourcing is the key for success, and it is something that I emphasize over and over again inside Blog Mastermind. The problem in this case was the lack of cash flow to pay for outsourcing and whether it is worth going into debt to pay for help if it is indeed that important.

I was quick to explain that outsourcing is important and it’s worth paying a few hundred dollars to get your blog set up with a nice theme, a domain name and get a few key plug-ins installed for you if you can’t do it yourself, but beyond that you don’t really want to start using credit to pay for outsourcing.

What Do You Do When You Have No Money?

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In this final piece of a four part article series on customer service we look at one of the key components of a successful Internet business - a good customer support person.

If you have been following along this journey you will remember how Starbucks taught us the importance of good customer service as a powerful tool for reputation management, which can lead to a competitive advantage in the marketplace.

We then switched to the Internet business world and followed along the typical path of a solo entrepreneur growing an online empire. With success comes pressure to continue to deliver personalized support, despite less time available to do so. In the end one person can only do so much, and customer service suffers.

In the most recent article I went back in time and reviewed my own personal experience developing various Internet projects and how I evolved the system I use to interact with my constituents. The major conclusion of this piece was the importance of Angela, my customer service person.

Now let’s take a look how you can take the next step with your business and outsource your customer service role.

Start With A System

It’s likely you will begin by providing customer support yourself, especially if you work your way up as an independent operator. Along the way you can install a help desk or set up a customer support email account. You may go as far as replicating the ReplytoYaro.com support system I use.

The previous article looked at a several technology options available to you to implement a system for online customer support. I suggest you use my story as inspiration to build your own support system, and while you do, think about how eventually another person (or people) can run it for you.

Most help desk scripts are built for multiple users and as I explained in the prior article, a Gmail email is a great basic solution to get started and can also handle multiple users through the use of message flagging.

Once you have something set up, your next task is to find a customer support officer.

How I Find Good People

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This is the third part in a four part series of articles on customer service.

In part one we looked at a example from Starbucks customer service, where a simple free beverage voucher left a lasting positive impression on me. You can read this article here - Reputation Management: Starbucks Offers A Simple Lesson In Good Customer Service.

In part two I walked you through the typical “growing pains” of a solo entrepreneur running an Internet business attempting to deliver personal customer service and how often as a result of success, things start to fall apart. You can read this article here - Growing Pains: How To Manage Customer Service As A One Person Enterprise.

In this next part of the series, as promised, I’m going to give you a behind the scenes tour of how I handled customer service through various different Internet projects I’ve owned in the past eight years. My system today is far from perfect, but it’s definitely much better than what it was. My current set-up allows me to have time freedoms and still look after my most important constituents (most of the time anyway!).

Starting From The Beginning

To fully put this into perspective we have to take a trip down memory lane way back to the beginning of my Internet business timeline (still one of the most popular article series on this blog and overdue for an update to add the last couple of years).

My first true success online was my popular Magic card game site, MTGParadise.com started in the late nineties. I created that site as a true newbie. I learned how to FTP, code HTML, create basic graphics and spent countless nights changing my website.

To start with I wrote content for the website myself and learned some basic Internet marketing techniques to bring in traffic, which pretty much amounted to link exchanges and regular participation in popular Magic newsgroups (this was a LONG time ago, back in the Usenet heyday when newsgroups were the Internet).

My site grew slowly, but with no benchmarks to really compare against I was happy enough with my few hundred daily visitors, adding another ten or twenty new readers per month, treating the project purely as a hobby.

Eventually I started to receive guest articles from other people who played the card game, which helped lesson my writing load. I spent most of my time back then struggling to make HTML do what I wanted to do and did not write nearly as much as I do now as a blogger and information product creator.

My Magic site didn’t become a big success until I added a forum to it. I made the decision on a whim because Magic players, at least in Australia, were used to using email newsgroups to communicate with and spent the rest of their time reading static websites. There wasn’t a forum out there at the time for Australia magic players because they were content with newsgroups, which had a critical mass of users.

I didn’t exactly see this as a business opportunity at the time. What I was interested in was playing with the forum script and seeing if I could get it to work (I was a real glutton for punishment back then, wasting time trying to make technology work when I wasn’t a coder). I certainly did not expect what would happen next.

My First Taste of Success

One of the reasons I enjoyed Magic had nothing to do with playing the game. What I loved was to trade cards. As an entrepreneur at heart, sometimes I preferred the act of performing commerce rather than playing the game, so I did see the potential for my forum to become a hub for card trading. I just didn’t expect it to become THE card trading site for Australian Magic game players - but it did.

Within a few months the forums began to really take off thanks to the increasingly active card trading community.

If you can create a site that is based on user generated content fueled by a strong hook - a reason for people to come back to the site every day - well, then you have struck gold in Internet business terms. Many multi-million dollar web business today are based on this principle (think eBay, Facebook, YouTube).

My Magic site did not become a multi-million dollar business, but it did carve out it’s own little corner in a very specific niche. As a result my traffic grew to over a thousand visitors a day, which I joked was probably the entire online population of Magic players in Australia (it’s a popular card game, but Australia doesn’t have a large population). I made my first real online income thanks to advertising sponsors on MTGParadise.com.

If you are interested to learn more about how I made money with my Magic site, see - How to make money from your website using advertising.

The Empire Starts To Grow

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It’s Monday morning in Australia and I’m about to have a group meeting at my house with my team to begin work on something new.

For most of my Internet business career I worked solo - and I really mean solo.

I built my website myself, created marketing materials like flyers and posters, promoted my websites, located and managed sponsors and provided customer and sales support. The only thing I didn’t do was actually provide the services, I had contractors do the editing when it came to BetterEdit.com my proofreading business and I had writers write the content on my first successful online venture, MTGParadise.com (although I did a lot of writing myself on that site too).

It’s amazing how far your enthusiasm and work ethic can take you in business. I’m proud of my achievements as a solo entrepreneur and I’m amazed at what I did manage to get done by myself. However after about 7 years of working without any support I realized that I couldn’t keep it up for ever, plus there was another pressing reason to get help - I had reached a ceiling point in my growth. Your business can only get so big if it’s just you doing the work.

With typical timing, it was around this time that Rich Schefren came to town with his first ground breaking report, the Internet Business Manifesto. I read Rich’s report and found myself agreeing with everything he said. I wasn’t exactly shocked by the revelation as some Internet marketers were when they first read the report. I knew I was working too hard and doing too much by myself, my problem was lack of action to change the situation.

Things finally did change in 2006. With my blogging business growing and my cashflow increasing I knew I could realistically outsource tasks to other people. With a looming trip overseas I decided I to do two things -

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Read previous articles in this series:

• Part 1: Build Your Preeminence
• Part 2: Communication Channels
• Part 3: Technology
• Part 4: Content and Pricing
• Part 5: Triggers
• Part 6: Prelaunch and Launch
• Part 7: Dealing With Attrition

The hard work is done. After a successful prelaunch and launch process your membership site is operating at full steam ahead. You watch your attrition rate, test and tweak your marketing, and continue to monitor feedback from your members so you can determine how best to meet their needs.

Depending on what you offer, whether it is education, physical product, software, news content, audios, videos, private label rights articles - anything, and whether you prepared in advance or you are creating what you provide “on the fly“, will dictate how much ongoing maintenance you have to do. Obviously no one wants to work forever, so you need to consider an exit strategy or set up an automation process so you can separate yourself from your membership site.

If your exit strategy is to sell your membership site, you will attract a larger price if your membership site is automated, so really, unless you need to sell urgently, you should be thinking about how to automate.

Systematization

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