A founder outsourced customer support to save money, paying $2,000 per outsourced employee instead of $7,000 for US staff. The move killed visibility into customer interactions and tanked the business. They rebuilt support in-house and recovered by leaning on their proven sales system.
We took our winning formula and it was very simple. The reason we lost it all, the reason we had the failures was we had our support team was basically outsourced. It was great in the beginning because we, again, transparently, we were paying about $7,000 a head for a full-time person. They were getting paid about $2,000. You can imagine the work ethic a US full-time person in office is gonna actually output for that. And we didn't have any transparency of what was going on with our clients. So you can imagine the customer feedback when you don't have transparency of what's actually going on and things are being kind of swept under the rug. So You know, that was really the biggest thing is when we lost it all, you know, downscaled, started losing money. We took our winning formula, which was our offer, how we do client acquisition, how we do sales, and then just basically built out from the ground up a support team that was in-house. You know, once you have this winning framework, you're almost bulletproof because even if something happens, an industry goes kaput, whatever, you know how to make money. You know, and you have a winning offer that you can then go and take, fix any kind of parts of the machine that you need to, but always have, you know, the revenue coming in.
