Mike Andes explains why early customers often get upset as businesses scale. When the owner stops doing everything personally and builds systems instead, those first customers lose direct access and feel the change. It's the cost of growth.
Customers when they join, they joined because of you. They joined because of the business at that stage, in that size. And so it naturally happens, business begins to grow. And no longer are you on their property. Now when they call in, they have an office person to answer the phone. Now they never see you on the property. And when they want to get a hold of you, you actually have systems in place to prevent them from actually being able to get a hold of you. All of a sudden, now you're never actually doing the work. You're working on the business instead of in the business. And what can happen is these first 20 customers that joined when you were so hands on, they start to get unhappy because the business has become something different than when they joined.
