Small Business Customer Experience Often Suffers With Growth

This article is another example of that. Running a small business and growing it are two separate ideas, believe it or not. It’s easy to get caught up in the daily business of running the business. Staffing, servicing clients, paying bills, invoicing, banking, scheduling and emptying the trash all require time. Growing a business means planning ahead and setting a vision. Growing a business means understanding where you want to go first, then working at tasks to make that happen each and every day. Easier said than done! When an entrepreneur starts the business, the experience he or she delivers is based on WHO and not what.  Joe might sell widgets, but people buy them from his company because of Joe.  Joe’s concerned about EVERY customer when he starts, and the customers feel that. Then size happens. You’re hiring fast. You’re growing with your customer base. And some customers are starting to notice some changes. These customers rarely tell you directly until it’s a problem. Here are a few things they might say: “I understand they need to put in more layers, but I really liked working directly with Bob/Brenda (CEO). I miss that. We were buddies.” “You know, our relationship with Theresa (Sales Manager/Account Manager/All-Around-Great-Gal) was so good. It’s hard to move on.”  “I love those guys. I recommend them to everyone. But I’m worried they’re getting TOO big.” So what do you do as you scale as an organization? First, you need to accept th...
Source: Phil Gerbyshak - Category: Life Coaches Authors: Tags: Customer Service and Customer Experience Source Type: blogs