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Tag Archives: philosophy

GREAT.  I was able to contact T-mobile and get my phone to ring for much longer, giving me more time to answer a call in lieu of the now-disabled voicemail system picking up.  That alone has already come in handy, as I have been able to pick up calls from my wife and my techs long after it would have kicked over to voicemail, inevitably leading to phone tag and wasted time.  I’ve instructed my technicians that calls asking for me are to be screened aggressively, and only those which they are completely unable to assist should make it to my desk (as in one customer today who inquired about a custom computer and needed to discuss the options for getting that custom computer.)

Because I am being interrupted less often today, I have managed to mostly finish converting a multi-language website for one of my long-time business clients to a PHP-based and easily managed layout, including langauge-coded folders and more standardization across the board.  This has been difficult to work on for days now because of all of the unnecessary interruptions that customer service matters have caused.  Now that only essential issues reach my ears and break my concentration, my productivity is already seeing a significant boost.

This is the way it should be.  A business owner needs to focus on one thing only: the business and making it better.  Customer-oriented approaches to doing business are as crucial to success as ever, but the best advice I can give to a small business owner starting out is this: learn the value of making the people you supervise handle things; that’s what they’re there for, and you can’t do your job of supporting their efforts if you’re too busy doing theirs. A business relies not only on good personnel who know what they’re doing and have enough authority to help customers sufficiently, but also on good managers who can coordinate and support the creative and assistive forces of those personnel to ensure that they work together optimally.  Put another way, it seems impossible to coordinate and supervise your workers if you spend too much time doing their job and not enough doing your own.

Separating myself from customers and letting my people shine, both on the phone as well as in person, is proving to be crucial to my ability to do my job.  My techs can’t be expected to do work if I’m not out there revamping the website or performing SEO or passing out flyers or hitting up local businesses or whatever else I have to do as the most important manager in the business.

I can’t emphasize enough that this doesn’t mean I won’t ever talk to customers or do tech work myself.  It’s important for a manager of any kind to be “in touch” with what’s going on amongst the managed, and to provide guidance and assistance when it is seriously needed.

The problem is that many of us want our business to succeed so badly that we forget about the high-level management stuff as we worry over minutiae.  I’d say that as of today, I’ve learned that lesson, and I hope that this post helps others to do the same.

“Well, if we’re all done, I’ll just make myself scarce.”  I don’t know where I picked up the expression, but it’s really cute and gets a chuckle now and then.  In a more serious light, though, “making one’s self scarce” is exactly what I’m doing with phone calls, starting today.  Now, me being a small business owner may incite much questioning about this new policy.  Doesn’t a good business owner answer the phone and talk to customers?  What could possibly be the reason behind this?

There is an article that covers this topic well which deserves an honorable mention: Should You Turn Off Your Telephone? Now I’ll answer the question about why and how I am getting away from the telephone.

I have access to three professional telephone numbers: two at the shop which are daisy-chained together by call forwarding, and my own cell phone.  Both sets of phones have voicemail at the end.  Well, had voicemail.  About 15 minutes ago, I cut my T-mobile voicemail service off completely.  Every time I made a voicemail greeting, it would politely recite the shop phone number, insist on calling that number, texting, or calling back in 10 minutes, and explaining what to press to unblock a call, followed by a request, then a demand, to not leave voicemail because I won’t get it.  That request was not respected at all, and my phone would constantly blip up voicemail notification reminders despite my explicit demands to simply wait on a call back! Where did people lose their ability to understand basic English, and to respect my explicitly spelled out request and warning that I don’t check voicemail?

I felt disrespected beyond belief every time someone left a message.  It’s like they said “okay, I’ll leave one anyway because I don’t give a damn about what YOU want, Mister Smarty-Pants Business Owner!”  It’s like someone else spitting in my face.  There’s no excuse for it.  Nowhere in the realm of human decency is ignoring an explicit request even remotely close to existing, yet people do it daily.  I’ve come to realize that many people simply do not consider the human factor of people in business.  The reasons are obvious, but the most significant one is that each ten-minute conversation to them is one ten-minute conversation, while to me it’s just one ten-minute interval in a huge flood of calls that eventually ruins almost half of my potential work time per day.  I need that time to grow my business, write some software, redesign the website, print business cards, and things like that, but instead it is completely drained away having conversations that my technicians could easily handle if callers would stop demanding to talk exclusively to me for anything and everything under the sun.

I want to be available to help everyone, but I am being forced to come to terms with the fact that I am one person with only 16 hours a day to do everything that must be done.  I understand now why corporate types rarely talk to customers: it’s simply not possible to do that and still get their own jobs within the company finished too.

I have decided that I must take charge of my time.  I must manage my time and treat it as the most precious resource in this company, as well as in my life.  It is limited and non-renewable, and I need to make all of it count for as much as possible.  If that means making a customer upset because they can’t speak directly to me, then so be it.  If a customer would refuse to do business with my business simply because they can’t talk directly to me whenever they feel like it, then I wonder whether they are the kind of customer we are in business to serve.  I hired and mentored a team of professionals so that I could extend my capabilities to more people, and it is extremely important that customers take advantage of their knowledge and willingness to help.

Not to mention the fact that some work might actually get finished around here now…

I’ve been sitting in front of a computer almost every day of my life since I was three years old, so I eventually got around to thinking, “why not use all the experience I’ve accumulated to create a team of amazingly skilled computer aficionados?”  Since I set out to do just that and opened up shop, we’ve been in Siler City for around half a year now, starting with just myself and one other technician.  Since then, we have clearly provided a sorely needed service in Chatham County, because I now have four in-shop and at least two regional on-site computer techs doing work for me.  You see, we have some “crazy” ideas about doing business, such as **putting customers first** instead of our own wallets, and we’re willing to tell you exactly what’s going on without holding back information or making pie-in-the-sky promises.  Here, it’s not about the bottom line, it’s about YOU.

If you’re looking for anything computer related for your home or business, we can help you.  We’re aiming to be a one-stop computer shop, and we do pretty much everything you can imagine.  Since our opening, we’ve already set up or done major overhauls on a few local business technology infrastructures, and almost every single day, customers are waiting outside of our front door for us to open up because we’re that good at what we do.

Because we’re also the only shop I know of that is a convenient drive for Chatham County residents that deals with Macs and Linux, we’ve also helped local people who previously had no local support whatsoever for those computing platforms.  We also perform some repairs that most other shops don’t usually offer, such as replacing bad capacitors on motherboards, which has saved tons of our customers from buying expensive new computers with a simple $80 procedure.  We offer the best price you’ll find anywhere on laptop hardware and power jack repairs, typically half the cost of most competitors and totaling at least $19 less than the cheapest national laptop jack specialists as well.

I think that what ultimately makes us different is the fact that we care.  We care about you and your computer, and we care about your specific needs.  We want you to be happy.  You’re not just a number or a source of income.  You’re a prized and valued customer the second you walk in the door.  That’s all there is to it.  It might not be the way other people do business, but by gosh, it’s OUR way, and it’s going to STAY that way.

Areas we provide services in include Siler City, Pittsboro, Goldston, Fearrington, Bonlee, Bennett, Silk Hope, Ramseur, Asheboro, Liberty, and even in more distant places such as Chapel Hill, Carrboro, Durham, Apex, Cary, Raleigh, and Garner.  On-site or in-shop; it’s all up to you!  Call us and tell us how we can help you out.

As for the obligatory details, we’re at 1416 East 11th Street, Siler City, NC  27344.  Our hours are 10-7 M-F, 12-4 Saturday, closed Sunday.  You can reach us by phone at (919) 200-6003 (which automatically kicks over to a second line if the first one is busy) and on the Web at nctritech.com you can read much more about us and what we do.  Thanks again to all of our customers who’ve helped us to be such a huge success!  We love all of you!

(It occurred to me that I haven’t made a single post actually plugging my business for the local areas it covers; that’s why I wrote this.)

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