I never had a policy; I have just tried to do my very best each and every day.
“People expect good service but few are willing to give it.”
Never Say Webinar
Our DNA is as a consumer company – for that individual customer who’s voting thumbs up or thumbs down. That’s who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply.
You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.
“As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.”
Henry David Thoreau
Our life is frittered away by detail. Simplify, simplify!
“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.”
Just one customer
“One customer well taken care of could be more valuable than $10,000 worth of advertising.” – Jim Rohn
Don’t Buy Planes
“Startups don’t compete with airlines by purchasing a bunch of planes, hiring a bunch of pilots and locking up a bunch of terminals at airports. Startups compete with airlines by inventing videoconferencing.”
– From “The Problem with Innovation“
Same goes for your support teams too. Don’t build a fancy call center and stock it with a bunch of cheap hires. It’ll be a total waste of money and proves that you’re focused on the wrong thing.