May 9, 2019
May I have your attention, please? Will the real startup
founders please watch this video? We’re gonna have a podcast
here!
Today is a special day! We’re announcing my NEW show, it’s
called Escape Velocity.
It’s a video podcast show where I interview the world’s top SaaS
CEO’s to deconstruct and learn what it took for them to succeed and
grow.
So let’s kick things off with a question…
Have you been wondering how to improve customer support for your
startup without spending more $$$?
Maybe you think the obvious solution is hiring more support
staff
How about something more far-fetched that can actually boost the
quality of your support, but also get your engineers to think more
like your customers, fix software bugs faster, and add new
features?
In the very first episode of Escape
Velocity, Proof’s CEO Dave Rogenmoser shares his simple
customer support strategy which achieves all of the above.
But that’s just one of the many things we covered. Check out the
full Escape Velocity show below.
Seriously…so much food for thought, it’s like Easter dinner at your
grandma’s.
During our conversation, we cover:
1. Customer Support Power Hours
2. Building your
company for exit (or not)
3. Learning through failures
4. How to fight churn
rate
5. The role of a company leader
6. Success – brilliance or good timing
We’ve prepared a HUGE 6-course menu here with very Saa(u)Sy
appetizers, but if you want to skip to the main course, go to the
30 minute mark…
The idea behind Customer Support Power Hours is brilliant in its
simplicity. You take your co-founders, engineers, EVERYONE on your
team…you sit together and hammer away support tickets. Who knew
this would be so effective?
It works because if an engineer messed up the coding, they can just
jump on the spot and fix it for the client. It also gives them the
ability to understand what exactly the customers need, build new
features, and get a real sense of how the software works.
If you don’t involve your engineers in customer support, they
cannot feel the repercussions of writing crappy code.
So there’s simply NO BETTER WAY to expose your team to your
software’s bugs and opportunities than having them interact with
customers in real time. It will help you create the
customer-centric culture your startup needs.
In order to be a 3-star-Michelin chef, you should engage your
entire team with the quality of your service.
Catch the full ep here and then drop
a comment letting me know any questions you have about this awesome
new podcast chapter. Ha ha, guess there’s a startup founder in all
of us.
--
Dan Martell has advised more startups
than his hometown has people and teaches startup founders like you
how to scale. He previously created, raised venture
funding for and successfully exited two tech startups: Flowtown and
Clarity.fm. You should follow him on twitter @danmartell for tweets
that are actually awesome.
+ Instagram (behind the scenes): http://instagram.com/danmartell
+ Facebook (live trainings + Q&A): http://FB.com/DanMartell
+ Twitter (what I'm reading): http://twitter.com/danmartell