Why? Because most customers worry that the problem is not being worked on, and constant communication helps to allay these fears. If you keep your customer in the loop communications-wise, that's half the battle in relieving customer anxiety as to when an issue will be resolved. I've found this to be true in my own experience as a manager in a large company and as the owner of a sole-proprietor business. Even if I can't guarantee when the issue will be resolved, the customer at least knows that I'm working on it and it has my attention." "But I make it a point to immediately contact the customer when a call comes in and to keep the customer updated on progress. "I don't always know the answer to a software bug problem when it first occurs, so I can't know how long it will necessarily take me to resolve it," acknowledges a colleague of mine who runs his own custom software development business. Individuals running their own businesses can develop service capabilities by considering these six strategies: "One of the biggest challenges is that a single-person company is doing everything, and customer service is just one of the things needed for the company to succeed, along with sales, marketing, product development, finance and administration," says Ron Kaufman, chairman of Up! Your Service, a Singapore-based customer service training company. But what happens after you've established some accounts and begin to get service calls and requests that require immediate response or follow-up? The excitement of giving birth to these home-spun, single-employee ventures is that you begin building a book of business and establishing a new source of income. Think about the software developer selling their services to end clients a home cook starting a catering business out of their kitchen or an accountant running a tax preparation service out of their home office. More than 23 million US businesses operate as sole proprietorships, and many of these are companies run by individuals. With technology increasingly intertwined with all aspects of business, can help you - from prosumers to small businesses with fewer than five employees - get started.
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