Tuesday 1 March 2011

Month 7: Have principles


February has been a good month. Mike has signed up more clients, we've created a lovely case study for a trade magazine, we've launched our customer care portal (more on that soon) and we re-wrote the system. What?! Well, not exactly re-wrote, but we learnt loads of lessons from how customers were interacting with the system, and re-designed it so that it worked better.

A good example of the re-design is how loads of customers were saying that they would like to make a payment but didn't have any money right now. We added a new feature that allows them to put in their card details and then takes the payment on the date of their choice. Although we were a little sceptical whether people would want to do that, we shouldn't have worried. On the day we deployed the new feature, we had people using the new functionality. Nice.

We had some time to consider what sort of company we want ClearSavvy.com to be this month. During our roadmap lunch we considered some basic principles that we think could be applied. For example,

"Thou shalt not lie"

OK, I used biblical terminology a little unnecessarily there, but try getting everyone in your company to agree to it.

  • No sales people lie 
  • No support people lie 
  • No managers lie 

You'd be surprised just how much such a simple statement affects your company. It's still work in progress, but over the next few months, we hope to create our ClearSavvy.com Code, and then use it as our foundation to ensure we make a company we're proud to work in. Fun times.

Excitement levels:  Building to a frenzy

Office music this month:  Little Comets


  1. I always find that customers respond better when I tell it like it is, when you remind people that they are in fact dealing with other people and not some major corporation they begin to empathise; and as any good actor or film director will tell you, that is what gets the best emotional responses.

  2. Thanks Dan. I agree with you about being personal, although of course it only goes so far. A customer's first priority is a system they understand, that performs as expected, and when expected. If you don't have that then you're fighting a losing battle.

    Keep your eyes out for my next post. I'll talk about our new customer care ethos and systems.