The Disadvantage in Numbers

The bigger your company gets, the worse the customer service will get. There is actually, in most cases, a disadvantage in numbers. As I mentioned in my post about small businesses and customer service, smaller businesses have an advantage over larger ones because they can give more personalized attention. 

Here are some things that larger (as in more than 2 or 3 employees) can do to help themselves compete with small businesses in terms of service personalization.

  • Follow the Rackspace model and assign smaller teams that deal with customers. This way, you can have the customer interact with 20 people instead of 1,000. It makes a big difference.
  • Make an effort to collect information about your customers and use it to improve the customer service experience. Always keep your ears open when the customer is talking and record anything that may be relevant – at that time or down the road.
  • Use a CRM application or some sort of system to keep track of all of this information. You would be amazed at how powerful the “notes” section of most billing systems can be.
  • Use customers’ names. Plus, try and keep other little things that make a big difference in mind.
  • Have a “go to” person for customers. They want someone they can talk to or email whenever they have a problem. This person doesn’t necessarily need to know all the answers – just be able to find them and/or get the customer in touch with the right person. Then, the go to person should follow-up.

Following these suggestions and always being pro-active will help turn your disadvantage into an advantage. Do other things that big companies can do that smaller companies sometimes have problems with such as having great training programs, hiring consultants to help, doing large scale surveys, using better software, etc. These will help you use your company’s size as an advantage and not a hindrance.

Short post today, but there is going to be a fairly big announcement early next week.