I own my own business...any advise

[cyberbos]

I own a software company and I started having my employees work from home about 6 months ago. Now I only have 3...soon to be 2 employees. It's going pretty well. But my problem is like many business owners. I am the company. I really would like to outsource everything. I am starting to make changes towards doing that and would like to bounce ideas, road blocks... potential problems, off of you guys. Without being too broad, let me tell you my problem biggest I need to overcome. Customer support. I have a very small software company and a very big software package written specifically for lumber yards and hardware stores. I have clients in 38 states and about 300 clients. All of which refuse to talk to anyone but me. This halts all of Tims ideas on how to start my 4 hour work week.

Please advise.

BTW. I am looking for someone to work from home, or abroad. If anyone wants a job that allows that. Email your resume' at least this boss will let you.;)

Tony

[Webzu]

Hi Tony,

If your employees are knowledgeable about your software you can start having them deal with more of the day to day customer service duties. I'm sure it's easier said than done but perhaps you can ween them out slowly by leaving the most needy for last. You can introduce one of your employees as your new customer service manager and have them contact this person while letting them know you are still available for emergencies only.

Alan

[jetpacklife]

This sounds exactly like Tim's problem with customer support. The support folks weren't empowered to solve the problems at first. What is it that you're doing so special for your customers that one of your employees can't solve? Are you the only one who knows all the ins and outs of the software? Are you the only one allowed to make a decision about $$ matters?

Tim told his outsourced customer service that if they could solve the problem for $50 or less (or something like that) just do it.

[Vagabond]

you could also wean them off of you by having them follow up with the clients after they talk with you so they get used to dealing with other people.

i think jetpack was right when he asked what are you providing that someone else cant??

how firm have you been when you tried having them deal with other people?

[Peter Bowen]

Nice problem to have.

Sounds like you've got an established customer base to work with.

Go with the weaning suggestions posted earlier

Cheers

Pete