𝗙𝗿𝗼𝗺 𝗙𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝗔𝗱𝘃𝗮𝗻𝘁𝗮𝗴𝗲

Startup Lessons Decoded: Real Stories and Insights

The startup journey is a bumpy one.

After guiding multiple mergers and acquisitions, I’ve gained some practical insights that lead to saved time and costs—and growing a business.

This series of four posts looks at startup journeys and key learnings from working with successful founders.

𝗙𝗿𝗼𝗺 𝗙𝗼𝘂𝗻𝗱𝗲𝗿 𝗙𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝗮 𝗖𝗼𝗺𝗽𝗲𝘁𝗶𝘁𝗶𝘃𝗲 𝗔𝗱𝘃𝗮𝗻𝘁𝗮𝗴𝗲

The founder of a growing B2B services firm was frustrated by constant client calls as distressed customers reached out at all hours to complain.

Some weeks, he spent over 10 hours on the phone, disrupting plans, impeding growth, and even interrupting time with his young children.

While customers expressed frustration over errors, it was non-technical issues—such as poor communication and missed deadlines—that truly upset them.

These problems caused extra work and headaches to quickly resolve the issues and diligently rebuild the trust.

At the same time, his team faced challenges too. They found themselves waiting for essential information and responding to numerous non-billable inquiries from customers.

“The goal as a company is to have customer service

that is not just the best but legendary”

– Sam Walton, founder of Walmart

When we were brought in to help, we directly contacted customers and asked how things were going, what could be improved, and what their plans were.

As patterns emerged, we highlighted trends in meetings and trained on case scenarios and best practices.

We acknowledged the pressures clients face while also emphasizing the importance of setting clear expectations around interdependencies, such as when prompt responses were needed. A great working relationship is built on openness and collaboration.

Timeliness and Responsiveness

Imagine waiting for someone on a first date. Even if the person is wonderful, waiting over 15 minutes creates a terrible first impression.

Similarly, we discussed with the team why responding to customers quickly and updating them regularly were important.

You don't need to have the full answer immediately, but it's crucial to respond promptly and acknowledge that you're working on the issue.

We then shifted from a reactive approach (reaching out after complaints) to a proactive one by meeting all new customers shortly after kickoff.

Proactive Engagement

Finally, we began presenting customers with useful reports and insights in exchange for feedback and learning about their business plans.

We also organized online learning events and published blog posts to share new perspectives and information.

These "gifts" have been well-received. Imagine the feeling you have when someone offers you something you can put to use right away.

Client retention improved, and most importantly, the founder can now focus more on growth, margins, and his family.

Deepen your client relationships. It will lead to increased retention, more upsells and referrals, and a competitive advantage—all of which contribute to a desired exit.

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This post was written by me with AI editing. Photo by Rodrigo.

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