 jester121Premium
join:2003-08-09
Lake Zurich, IL
 ·voip.ms
| The problem with good customer service... ... is that it doesn't scale well. Serving 20,000 customers is a far cry from 2 million, and when you have several thousand phone support reps (well-paid or not), that touchy-feely bit goes away.
Next step is troubleshooting scripts, then metrics to evaluate their performance, and by that time the CEO isn't having so much fun and decides he might as well just sell out to the neighborhood behemoth and retire.
I'd love for someone to prove me wrong, or even offer anecdotal evidence to the contrary.
The best idea would be for these guys to just stay the same size they are now, and keep doing what they do best. Typically that isn't how things play out though -- entrepreneurs usually focus on bigger, more, faster. |
