Bootstrapper.com - Confessions of Serial Entrepreneurs

So a lot of companies have interns - but most CRM’s and B2B apps don’t have a login for interns. Why? Because every organization uses interns differently.  This is an important lesson if you are building products for an organization. Set up user types as entities, not pre-set labels. Allow users to essentially create titles, alerts & preferences for each user so that they can use your system the way their organization works instead of how you want them to work. So next time you build software, ask yourself, where is the interns’ login?

The most important thing in business is customer service. I don’t care how good your product is. If you want to last for the long term, provide good customer care. Build a relationship with your customers.

Sending your customers to a call center in india, pakistan or whereverthefuck to read a predefined script is not customer service, it’s customer disservice. This is from someone that used to run a large call center company, which I did.

Care for your customers. LISTEN to what they want and give it to them. Empower your employees to give refunds, discounts or whatever they need to save customer. Don’t just have reps pass the buck. If t hey have to pass the buck then they shoud’nt be your customer service reps. Customer Service defines your business and quality care is the BEST WAY TO GET REFERRALS.

For those of you enamored by viral marketing, a little information, VIRAL MARKETING IS ANOTHER WAY TO SAY REFERRAL MARKETING.

Create positive buzz and your brand will survive even bad calamities. Handle situations by owning up to it, not denying it. The coverup is always worse than the scandal.

Me, I give all of my clients my cell and AIM and they can reach me 24/7. If you need me, call me. I rarely get late calls but when I do i take them. People appreciate it and actually call you less as a result knowing that they can is usually enough.

Think of yourself in your customers shoes. How would you want to be treated?

This message is intended for bankers and other such people that think saving money on cheap call centers is a good thing. IT IS NOT.