7 tips for hiring your wife to help with customer support

Robert@Folyo.me
Jul 10, 2017 · 1 min read
  1. Have them use a different email address
    It’s better they don’t pretend to be you. Treat them like any other employee, get them their own mailbox on day 1.
  2. Schedule time to go over support issues together once a day or week
    Don’t just let them figure things out on their own, especially at first.
  3. When you’re out together, note great customer experiences
    Talk about what it feels like to get great customer service and how you can implement it in your business.
  4. Note what bad customers experiences feel like too
    When you get a bad waiter or store clerk, talk about what sucked about the experience. Why do you think this happened and how can you make sure you don’t fall into the same mistake?
  5. Let them come up with solutions
    It’ll be tempting to run in and save them for every little issue… but instead turn the solution back on them. Ask: “what do you think we should do?”
  6. Use TextExpander for the most common/important messages
    This helps standardize responses and create a gameplan for the most common issues.
  7. Be forgiving
    We’re more likely to get angry at mistakes others make. But you wouldn’t chew yourself out for the same error. So don’t do it with them either.

Bonus tip: Check out Turn the Ship Around by David Marquette. Great book on leading and empowering.

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