Amy Larrimore | A Shockingly Usual Failure of Customer Service
Amy Larrimore is a sought after speaker, award winning technologist and successful business strategist that helps companies grow through the smart use of data.
CRM, business process analysis, strategic operations, efficiency expert, private equity, SaaS, process engineering, algorithm, data, technology, select the right software, salesforce
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A Shockingly Usual Failure of Customer Service

A Shockingly Usual Failure of Customer Service

One of the biggest dangers a new company can face is actually GROWING too quickly.
Most new entrepreneurs experience anxiety around the idea of failing. I’ve never met one that’s nervous about succeeding. This is ironic because having more work than they can handle well is a large contributor to the failure of many businesses.
This is why business planning is so important – it’s an iterative plan to scale and when you’re riding the roller coaster up, you need it so you don’t get derailed.

Actual email I submitted to a customer support site:bully

Amy Larrimore, Sep 26 12:19 pm (PDT):

This is the second time this has occurred for me – I [redacted – I detail my issue]

I can’t use the tool at all and this is creating problems.

Please help.

Actual reply:

[Company] Support, Oct 02 12:06 am (PDT):

Hi,

Thank you for your support request. Recently, we have been receiving a high volume of support requests and haven’t been able to get back to you within a reasonable amount of time.

The volume of inquiries we receive on a daily basis prevents us from responding to all requests. Although requests from Pro and Teams users will be given priority assistance, we will do our best to get back to other inquiries when possible. If you are not a Pro or Teams user and you’re looking to resolve your issue before we can respond, you may want to check out: [link to their horribly inadequate online help]

If you are still experiencing problems, please reply to this message. We will try our best to get back to you, however we cannot guarantee a response. We’re very sorry for the inconvenience.

Regards,

The [Company] Support Team

Don’t be this company. PLAN how to scale your business. I give some tips and tricks in my post on How Not To Create a Business Plan

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