By Kevin Kogler, Founder & President, MicroBiz
MicroBiz, a cloud-based POS and inventory management software company, has more than 25,000 small and midsized retail partners worldwide. The distributed company has employees throughout the U.S. as well as internationally. When SoftwareBusinessGrowth asked MicroBiz President and Founder Kevin Kogler to share advice with other software companies about building and improving corporate culture, he expanded on getting his employees to respond to customers quickly. Here’s how his software company did just that.
One of the most successful things that we have done culturally at MicroBiz Point of Sale was to focus our employees on responding to customers’ requests as quickly as we can. Because when we do this, we have the best chance of engaging a customer while they are the most focused and passionate on the request at hand.
As time goes on, customers become increasingly distracted as other activities take on greater importance, and the urgency of their request will dissipate. Waiting does help settle customers down –and if you wait long enough they may even actually forget about the issue. However, waiting can cause you to miss areas of improvement. Plus, customers perceive the most value when you respond while their issue is top of mind.
While this seems easy, it is quite challenging as there is a general tendency for people to defer hard or unpleasant tasks.
So, we really had to focus employees on a handful of key philosophies derived from a book named Lovability written by a friend of mine, Brian de Haaff, co-founder and CEO of Aha!.
We found that focusing people on being responsive simplified things for employees and improved the culture at MicroBiz Point of Sale.
Kevin Kogler is the Founder and President of MicroBiz. He is on the Board of Trustees of Shelton Capital Management, a San Francisco-based mutual fund company, a member of the National Ski Patrol and active with the Retail Solutions Provider Association (RSPA). Kevin was a principal in a partnership investing and running software businesses including Opus Pharmacy Systems, a developer of software to manage retail pharmacies, and CAM Commerce Solutions, where he was President until engineering the sale of CAM and spin-out of MicroBiz.