Another client service related post I've been saving for awhile is also from July by Rohit Bhargava titled: 37signals and Freshbooks Disagree On Customer Service 2.0.I really enjoyed this post and hope you take the time to read through it and think about it as well - both from the perspective of a business owner and a customer/client. Rohit notes two persuasive, but conflicting opinions on the effectiveness and efficiency of e-mail versus phone when it comes to responding to customers. Have a read and let me offer the question Rohit asked in his original post:
"So here's an open question - which side of the debate do you fall on? In order to grow and be successful, can you really afford to take calls and have a human on the other side of the phone as Freshbooks does, or do you need to be hyper focused on efficiency like 37signals?"
Thanks for bringing this back to life, Leo. Coming from a FreshBooks perspective myself, I think taking calls and having a human on the other side of the phone helps us grow! It would be so sad to have to choose one or the other.
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