Ryan Shank says PhoneWagon is growing so fast their customer support is breaking. He's hiring a Customer Success person in New York and warns that skipping systems like Trello and Slack works until it doesn't, then everything falls apart.
Chapters
What's up guys? So quick, quick update. Eating a salad. So I want to talk to you guys about the importance of putting systems in place. We're getting a ton of customers right now and we're starting to like get overwhelmed with customer support tasks and like things that we need to do for the actual new customers. And then we have the new customers that we need to service and stuff like that. So I want to just talk about one thing that's on my mind and I don't have a lot of disk space on my laptop. So I'll talk really, really fast. But the thing that we are really, really struggling with right now and the things that is like lightning awareness to me right now is the importance of processes and I am personally guilty of it. Like I'll just ping someone on Slack or something when like the answer's in Trello or like I know I need to just go and add a card on Trello if I need to tell, you know, or add the task to our to-do list, but you gotta follow the systems and you gotta follow the processes 'cause if not you're gonna get stuck and you're gonna get overwhelmed and then it's basically gonna be hard to scale. It's gonna be hard to scale yourself and your team and your systems and that's why you have to have the systems in place so that then you can scale everything and that's the update today, just a quick one. 1-minute video about systems and about what we are going through right now because we are getting a lot of customers onto the platform and we are starting to have all these customer support tasks and they are really, really time-consuming. By the way, we are hiring for it, so if you know anyone for like a customer success role, please reach out to me, Ryan@PhoneWagon.com, because we want the best in the game. They got to be in NYC. They got to be hungry. They got to be willing to put in the work. So super excited about that. So I will see you guys tomorrow. Peace!
