Is caring about your customer actually killing your business?

TL;DR No. Caring about your customer isn&#x27;t killing your business. Actions Steps are: 1. Stay Focused 2. use online tools like live chat and a CRM 3. Create an internal and external FAQ thing.<p>The &quot;Actually&quot; in the title should have been enough of a red of flag to not click. I did anyway. The article is long. 3x longer than needed I think and wasting people&#x27;s time will drive them away. Article also includes a recommendation to read some Gary Vaynerchuk book. That says all you need I think, but your mileage may actually vary.

Don&#x27;t worry too much about making your customer happy - worry about keeping their customer happy. Your customers have customers - it&#x27;s customers all the way down. Why is your customer doing business with you - what product or service are they reselling to their customer?<p>* Maybe they leverage your SMS app to send update notifications, telling their customers about a hot sale.<p>* Maybe they use your IaaS to host their real-estate website platform, letting their customers track who&#x27;s looking at their agents&#x27; houses.<p>* Maybe they use your hand-picked tomatoes in their restaurant&#x27;s home-made tomato sauce.<p>However they rework your product, they&#x27;re depending on you to deliver consistent quality on-time, so they can continuously deliver this to their customer. If they can&#x27;t provide this to their customer, the customer will find some other source. (Or else <i>that customer&#x27;s</i> customer will find a new source.) Your customer won&#x27;t be a customer for long, if they lose their customers. Especially not if your poor product (or poor delivery&#x2F;uptime, or poor presentation&#x2F;reseller experience) drove their customers away.<p>-------------------<p>This blog article was troublesome to read. It was very slow to load, slow enough that I found the Google Cache before it loaded: <a href="https:&#x2F;&#x2F;webcache.googleusercontent.com&#x2F;search?q=cache:GmcavdrvM5oJ:ninjodo.com&#x2F;customer-service-killing-business&#x2F;+&amp;cd=1&amp;hl=en&amp;ct=clnk&amp;gl=us" rel="nofollow">https:&#x2F;&#x2F;webcache.googleusercontent.com&#x2F;search?q=cache:Gmcavd...</a><p>Secondly, after about a paragrah, a large splash popped up and blocked the article. Adblocking this element left the page without scrolling capabilities, but disabling all scripts from ninjodo.com loaded a completely usable page that loaded quickly.<p>Finally, the writing felt rambling, and the story (also found on the wall of a Jimmy John&#x27;s near you) didn&#x27;t seem much related to the thesis.

Large businesses instantly answer when I have a question? Is this a joke? Maybe some do but most do not. Worse even, most have office hours and weekends meaning that if you ask your question at the wrong time, there is a chance you wait 3 days. Most big corps are ghastly in that respect. And most answers, even from real sales and support humans are canned responses. While small companies I work with are on chat and mail always. Not sure if this differs by region but this does not reflect reality at all for me.<p>Edit: anecdotal of this which made me snicker; as a gold tier member I asked a question on the British Airways website. They say it will be answered in about 24 hours. It took a month. When I called and asked why, they said, we are sorry but we are very busy. Thanks guys. And that was not the first time but the most extreme.

&gt;It seems that we’ll soon enter into a cycle where small players dominate.. And now is the time to prepare yourself for that.<p>Disagree with this wholeheartedly. The big players are dominating more and more with the resources and most importantly data being sucked up by all of them.<p>They have the cash, reach, talent and now - different from previous times - the flexibility to pivot and change reasonably quickly. Not as quickly as a tiny company granted, but quick enough that when they see a sea change they can adapt to it, either through acquisition or by leveraging their data to enter and dominate a market they weren&#x27;t previously in.

This seems to be a pretty badly written infomercial.

Large text + overly verbose + two sentence paragraphs + huge images = a scroll bar so tiny, I realize I need to get back to work

No. But reading articles like this will.

There are definitely customers that are more expensive to keep than they are worth. I don&#x27;t understand the calculus sometimes... Why are we burning 100 hours of developer time for a $5000 sale? There&#x27;s not a ton of upside, and you can usually tell in the first meeting when a customer is going to be that kind of a pain in the ass.

That giant passive-aggressive pop-up on page open &quot;Do you want to build a 6-Figure Business? [NO] I&#x27;m happy working until midnight for peanuts&quot; was enough to stop me from reading, and negated the premise of the article.

Caring about your readers might be helpful. When you open this page and after a few seconds you get this intrusive overlay ad for a 6 figure business!1!! Now!1!! you tell me that showing me the article content isn&#x27;t your focus.

To save everyone a click and having to slog through that atrociously-long article: no, it&#x27;s not. Betteridge&#x27;s law of headlines in action, folks.