The good news: your company is growing, which in this economy is a testament to your hard work and foresight. The bad news: you're about to become a victim of your own success because your customer service is reactive, and therefore always a step behind. What do you do?
You know they need to get ahead of the power curve in service before it becomes a serious drag on your business, but your can't just call a time out while you figure out how to do that. You certainly aren't going to call some big consulting company to help—after all, you need results now, not a 250-page analysis six months from now. And although you'd like to hire an ace service expert, that's expensive in both money and time.
To help companies in exactly this situation, my good friend Jay Grady and his co-founder Lester Thornsberry have just launched Bootstrap Service. Between the two of them, Jay and Lester have an excellent track record of building proactive service organizations, including those at Motion Computing, Vignette, Fujitsu, and Wyse, and others. Now they're providing their services to SMB's that recognize the strategic role of service. They can help with tool selection and implementation, strategy, vendor management, organizational development, and everything else you need to improve and scale your service.
They're blogging so you can get a feel for their philosophy, which spans John Madden, plumbers, and fruit.
Comments