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Satisfied customers are extremely important to any business. This is truer for start-ups. Prospective customers look for a feeling of comfort that can only be given by satisfied customers.
It should be the goal of all start-ups to ensure that 100% of their customers are satisfied. Even with some compromises on the sales ramp up one must ensure successful business delivery.
The challenge for start-ups is not in their intent but in their bandwidth for satisfying customers.
With limited resources at times, we found it difficult to afford to fly people out to solve problems at the customer’s premise. The bandwidth of people at technical level was limited. This was even truer for management staff. The fact is that customers lose confidence in startups faster than established companies.
We ensured that all initial contracts were fulfilled with the direct involvement of promoters.
This not only ensured successful delivery but also provided tremendous learning. This came handy for setting up realistic systems, processes and procedures for effective delivery. It also ensured direct contact with customers, leading to references for other prospects and investors as and when required.
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