Systems are important for business. In previous posts I have mentioned that as we have grown we have tried to find ways to improve our systems constantly so that we can continue to maintain the service levels we aim to.
Any business owner knows this can be hard.
As your business changes sometimes you don’t change enough to see it at the same time, and have to keep stepping back to check what is and isn’t working.
Recently I was lucky to be provided some feedback by one of our customers that highlighted where the system had broken down for her, and that was worth gold!
Today I experienced it (I see it lots) at another business.
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So here is something which is hard for all service businesses. Losing a customer, or customers who want to cancel their subscriptions. Remember that customers who choose to go elsewhere, or just have no need for your service anymore are not necessarily lost forever.
We recently chose to use a Search Tool called Keyword Spy to do some strategic reviewing of a campaign. We subscribed for a couple of months, which was great, and got great value out of it.
But in good systematised cost control, my Chief of Search (yes that is his title), came and said we can cancel that sub for now because it isn’t needed at present. We regularly do this as we use possibly 50+ tools to keep up with a whole bunch of areas to do with Search Optimisation and Marketing, so hibernating the ones we aren’t using at present is part of the beauty of Software (or tools) as a Service (SaaS).
That is when the problem started.
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Been sold, have the t-shirt and yes I have my new Blackberry Curve.
So not really one to get too hung up over phones it was a tough call on whether to wait and try an iPhone or not. I love the ‘play’ factor with the iPhone, but wasn’t fully convinced it was going to replace my old wee Blackberry as a functioning email device over here in Australia just yet.
If you have seen any of my odd frustrated Tweets about my slowly dying old Blackberry you would know it was time to replace or pull all my hair out. The curve site uses “Brains and Beauty” as the tag lines, of which I have few of either, so I just hoped it had enough for the both of us!
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