I ran across this in Seth Godin’s blog today. I’ve actually been in AT&T’s chatroom before, waiting in a virtual line for some help with my own phone-related problem. The person who finally got to me was very helpful, but overall, the room was annoying. I had to wait a long time to get any attention, I could see everyone else’s questions while I was waiting (not as pressing as my own, I assure you!), and once I typed a question in, I had no power to ask anything else or change anything until the comment was acknowledged by an “agent.” In the end they provided me quality service, but it gave me a headache waiting for it. It’s bad business to take capable customer service and a quality product and tuck it safely in behind an impenetrable program. If I hadn’t been desperate to figure out how to send a picture to my phone from my email (it seemed important at the time…) I wouldn’t have found the patience necessary to get my question answered. What little measures can you take to make your product or your service more accessible to your customer? It’s not always about what you produce, it’s about how you produce it. One of the biggest misunderstandings about entrepreneurship is that an entrepreneur doesn’t work for anyone but himself. Everybody works for someone. In the case of a business owner, the immediate accountability is to the customer. So make sure your boss is taken care of.

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This entry was posted on Thursday, June 21st, 2007 at 10:57 am and is filed under Human Business, Bootstrap Business. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.