Making Things Personal
HomeField is a SaaS company. The coaches that use HF depend on it to do their job. They depend on us to make their lives easier. We take that very seriously, and do all that we can to ensure that they get the type of experience they deserve from our service.
If I can take a page out of Gary V’s book, business is becoming personal. If HomeField fails to do it’s job, it’s not some giant faceless corporation that’s failing, it’s a person. HF has it’s own personality, and it’s own reputation, it’s own face.
There’s thousands of teams across the country that use HomeFied, and there’s one thing I can say with absolute certainty - 95% of the users know me by first name, and have my cell phone number on hand. They call me nights, weekends, and sometimes holidays to ask me questions and I’m glad/honored to help them.
I’d be lying if I said I always look forward to the calls, in fact we’re working everyday to take me completely out of the equation. Me being the one who helps every coach simply isn’t scalable. However, I’ll continue to be our customer service for as long as it’s possible because our customers are comfortable with the fact that they know exactly who they are calling. They deserve that level of commitment and service, and like I said, we’re happy to give to them. I truly believe some level of our success if attributed to this fact. Our users are comfortable because they reach me, not some customer support line.
No matter how big HomeField gets, keeping things personal will always be a top priority. Our customers will always feel comfortable and confident that someone will be there to help them the moment they need it. And, for as long as possible, I’ll do everything I can go make sure that person is me.
*Sorry for any typos. This was typed on my iPad.*
