At some point, you will need to hand over the customer service job to someone else, but when you do, it should be someone amazing. In her case, probably a very caring mother. Someone who can fully relate to her customers, because they would be (or are) a BabyList customer themselves.
When I stopped doing all my own customer service at CD Baby, I found someone even more patient, playful, and charming than me. It sets a high bar, so that if you grow to needing an entire team of customer service people - (I had 28 full-time customer service people in the end) - then you and your first one or two really set the expectations for how caring, helpful, and charming they should be.
Definitely don't just outsource to a cheap provider or cheap person. Whoever is actively communicating with your customers should be the best of the best.
Comments
At some point, you will need to hand over the customer service job to someone else, but when you do, it should be someone amazing. In her case, probably a very caring mother. Someone who can fully relate to her customers, because they would be (or are) a BabyList customer themselves.
When I stopped doing all my own customer service at CD Baby, I found someone even more patient, playful, and charming than me. It sets a high bar, so that if you grow to needing an entire team of customer service people - (I had 28 full-time customer service people in the end) - then you and your first one or two really set the expectations for how caring, helpful, and charming they should be.
Definitely don't just outsource to a cheap provider or cheap person. Whoever is actively communicating with your customers should be the best of the best.