At the June meeting of the Austin Business Bloggers (First Monday 5:30PM, Gueros Taco Bar) I met Aruni Gunasegaram, CEO of Babble Soft, which makes software to help new parents track their baby’s feedings, medications, and other activities.. We discussed her business and her blog and I invited her to write a guest post here. I’ve often talked about the importance of the business owner or senior managers having a vision and sticking with it long after it becomes part of that business’s culture. Aruni proves the point.
If I receive great customer service I am more likely to purchase again from a store, more likely to talk about what a great experience I had, and more likely to recommend the store/product to someone else. Yet why is it that so often we experience bad or mediocre customer service? Does it simply come down to you get what you pay for?
In many cases it does but in this day and age that is not always the case. I have received some of the best customer service from companies that offer free products and services. I have received mediocre service from places that people perceive as top of the line. In my opinion, it all comes down to a person’s pride in his/her work and their ability to empathize with the customer.
As the founder/CEO of Babble Soft, I empathize with our customers because I have lived through what they are living through (e.g., I have had two babies). If at all possible, I respond to a support inquiry within hours, because I know how crazy things can be when there is a new baby in the house. I have often received comments of “Wow, thanks for the quick response. What great service!”
On one occasion a new mom was not getting our responses to her email questions because they were going to her spam folder, so I called. Her husband answered and when I asked to speak with her he said “she’s a bit busy, we just had a baby.” I said “Yes, I know and that’s exactly why I’m calling!” She was so grateful that I had called. She loved using our software and might have begun having doubts about purchasing Baby Manager. My goal is to keep up this level of customer service at Babble Soft during our growing years, and I will hire empathetic people to help us achieve that goal!
Thanks, Aruni. Notice she has a vision, the determination to stick to it, and she knows what type of people she wants to hire who will help carry out that vision.