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On Service and Growth

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Last week I began moving into my new office. The phone was connected Thursday as was the DSL line. When the phone company technician came to do the installation, part of it went smoothly and part of it didn’t. He got the phones up and running but when he came to the DSL part, well, let’s just say he hit a snag. He called for support, just like you or I would, and after layer upon layer of “press this” and “press that,” he finally reached a human being. So here they are, two fellow employees talking on the phone, trying to identify and solve the problem.

It soon became clear that the person on the other end of the phone wasn’t very helpful. In fact, you could say she was downright unhelpful, a sentiment echoed by the on-site technician. I suppose service is still one of the most significant competitive advantages today and it transcends all industries. It’s not, “If you build it, they will come” but, rather “If you service them, they will remain.”

Two of the last three clients I’ve gained have been over this issue. They weren’t being properly serviced where they were and so they came with me. After all, service is the very thing I am eager to provide.

So now I have a new physical address, phone, fax, and e-mail. I have a new e-mail address since I will no longer use the cable company but the phone company instead as my Internet service provider.

I sent out a mass e-mail, using ACT’s mail merge capability, informing everyone of my new contact information. I plan to do this a few times to assure that they all know.

My new location is going to be great as it is in the center of town and in an area of wealth.

So business is good. I’m growing at a rate with which I am comfortable.

Growth is a funny thing. Too much too soon and you’ll find yourself drowning and unable to provide the proper level of service. Too slow and…well you know the result of that, right?

Stay tuned for more.


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