You are a growing business, but you have learned from other companies in the past to grow too quickly, and you will lose touch with your client base too slowly, and you will miss opportunities to gain new customers. The secret is to scale your customer service along with you. As you grow, so too does your dedicated team of IT and customer service specialists. Easier said than done; it’s a juggling act you have new customers that you have to court, old customers who have grown accustomed to a certain level of service and limited resources to achieve it all. How do you scale your customer service so as you grow, you still deliver that fantastic customer service you did when you were leaner.
As with a lot of your decisions, the question is who, not how. Your employees are some of your best resources. How do you put these resources to use? Who do you need to hire? Who do you need to train?
As your business grows, your customer service should scale seamlessly. Your new customers should feel impressed, your older customers should feel valued, and your organization should run smoothly with no growing pains.