July 08, 2023
Scaling your business while maintaining a personal touch
We live in an era where relationships matter more than ever. As an entrepreneur, providing a personal touch in your business dealings isn't just nice—it's an essential part of customer relationships.
Unfortunately, as businesses grow, the personal touch tends to get lost in the hustle and bustle of scaling a business. The reasons for this disconnection are multifold:
- Rapid expansion can lead to impersonal and generic customer experiences. Think of a mom-and-pop shop that grew into a nationwide chain but lost its charm because the customer no longer feels valued.
- The demands of running a larger business can detract from personal interactions. For instance, when an artisan soap maker becomes a major brand, the founder may lose the chance to engage directly with customers at local markets.
- Over-reliance on automation tools can strip away the human element. While automated chatbots provide round-the-clock customer service, they lack the empathy and understanding of a human being.
- The pressure to continuously increase earnings can sometimes overshadow the importance of maintaining personal relationships, often leading to an unintentional but palpable shift in company priorities.
But don't worry—it's still possible to effectively scale your business without losing the personal touch that got you where you are.
Let's examine how.
Keep communication personal
The first step to maintaining personal touch while scaling is ensuring your business communication remains personal. This goes beyond using a customer's first name in an email (although that totally works).
It's about understanding your customer's journey and communicating in a way that shows you genuinely care. For instance, a clothing retailer might send personalized style recommendations based on a customer's previous purchases. Or, a SaaS company might provide tailored content that helps users get more from their product.
This level of detail goes a long way to making your customers feel seen and appreciated.
Leverage technology (the right way)
Many entrepreneurs stumble with technology, viewing it as a means to eliminate human interaction. But, technology can also enhance personal touch when used thoughtfully.
Using automation to handle routine tasks is fine—but make sure you're investing in technology that improves the customer experience. A CRM is table stakes—tracking customer preferences and interaction history, allowing you to provide personalized service at scale.
Empower your team to make personal connections
Empowering your team is critical to scaling while maintaining a personal touch. Ensure your team understands the value of personal interactions and empower them to make decisions that enhance customer experience.
Provide training to improve their interpersonal skills and foster a culture where every team member feels responsible for maintaining a certain level of accountability and personal touch. Celebrate and reward those who excel in this area to reinforce its importance.
Empowering your team to strive for personal interaction is also good for your bottom line. A Gallup study shows that organizations with high employee engagement scores had 21% higher profitability. Win-win.
Stay true to your brand values
As you scale, remaining true to your brand values is essential. These guiding principles define your business and resonate with your customers.
Whether it's exceptional customer service, a commitment to quality, or a focus on sustainability, staying true to your values communicates authenticity.
Authentic brands cultivate loyal customers, which is crucial for sustainable growth.
Scaling your business without losing the personal touch isn't just possible—it's essential in today's business landscape. Remember, no matter how much your business grows, personal connections make customers feel valued and keep them coming back.
This famous quote by Maya Angelou sums things up perfectly: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel."
Grow your business with my 7-day automated sales funnel guide. Dive into actionable steps to attract, nurture, and convert leads efficiently.
September 16, 2023
Discover how transitioning to a recurring revenue model can offer financial stability, better client retention, and a competitive edge. Learn actionable steps for making the shift.
September 09, 2023
Discover how a 30-minute weekly review can revolutionize your business operations and personal growth. Learn actionable insights, SMART goals, and key performance metrics to fast-track your success.
September 02, 2023
Explore the power of unlocking not just a niche, but an authentic creative purpose and understand the role passion plays in shaping your unique path.
August 26, 2023
Unlock the secrets to peak business performance as we delve into the art of systematic delegation. Discover how mastering business optimization can transform operations, boost efficiency, and elevate team collaboration.
August 19, 2023
Discover the four key habits that successful creative entrepreneurs harness to drive their ventures. Learn how to create, engage, work smart, and leverage creativity for growth.
August 05, 2023
Explore actionable strategies for building and maintaining strong client relationships. Learn how to improve customer retention and transform your clients into loyal brand ambassadors.
July 29, 2023
Discover how consistent content creation and strategic distribution can propel your business growth. Uncover entrepreneur-focused content mastery techniques.
July 22, 2023
Discover how to stand out in your industry with robust branding strategies. Gain insights from success stories like Airbnb, Apple, Nike, and more.
July 15, 2023
Unlock the secrets to engaging writing that hooks readers and boosts conversions. Explore effective strategies, actionable tips, and timeless wisdom from ad legend David Ogilvy.
July 01, 2023
Discover how to craft impactful customer avatars and propel your marketing strategy. Learn the steps, tools, and common pitfalls to avoid in this comprehensive guide.
June 25, 2023
Uncover the art of crafting high-converting sales funnels. Step-by-step guide tailored for creative entrepreneurs, with practical tips and strategies for success.
June 24, 2023
Discover four ways you can to turbocharge your design agency's growth using the power of a flywheel.
June 17, 2023
Discover the power of transparent marketing in building customer trust and loyalty. Explore practical steps to implement transparency in your business strategy.
June 10, 2023
Discover the power of shifting from a scarcity mindset to an abundance mindset. Embrace growth, seize opportunities, and create more business success.
May 27, 2023
Discover the importance of the post-purchase journey and effective strategies to nurture it, drive loyalty, and boost repeat business.
May 20, 2023
Uncover the secret behind successful pricing strategies. Navigate the Pricing Paradox and boost your profit with insights into psychology, perception, and value-driven pricing.
May 13, 2023
Learn the art of business storytelling to captivate, inspire, and build lasting connections. Transform your marketing with these six powerful steps.
May 06, 2023
Introducing The Testimonial Engine, an innovative approach to collecting and leveraging customer testimonials for business growth. Overcome barriers, automate collection, and amplify success stories.
April 29, 2023
Discover the key to consistent sales growth for your creative business. Learn the step-by-step process to build a scalable sales system so you can finally be free from the daily grind.
April 22, 2023
Discover the power of persuasion and its impact on your business. Learn the principles, strategies, and techniques to influence decisions and elevate your business to its full potential.
April 15, 2023
Hourly billing is a trap. It's a cage that keeps you tethered to the ticking clock, limiting your income to the number of hours you work. But what if there's a way out?
April 08, 2023
Discover the "quantity now, quality later" content strategy for digital entrepreneurs, and learn how to overcome perfectionism, experiment, and grow your audience effectively.
April 01, 2023
Overcome these four creativity killers to unlock creative potential, foster resilience, and pave the way for growth as an entrepreneur.
March 25, 2023
There's a strong link between your gut and brain, giving credence to the phrase "trust your gut." Learn to harness it to make better decisions for your business.
March 18, 2023
Want to improve your memory and retain more information? This article offers practical techniques for remembering everything you read.
February 08, 2023
James Clear suggests that in order to be exceptional, you must continually strive to improve upon your work. In other words, quality can be your niche.
February 03, 2023
Introducing Zero Brand — a new storefront with garments, prints, and accessories exclusively designed for people who appreciate CC0.
January 13, 2023
This year was one of the most exciting and productive in recent memory. I’m excited to use the momentum from the latter half of 2021 to kick-start 2022.
January 05, 2022
Introducing Folio, a beautiful portfolio template built for Super and powered by Notion databases.
September 03, 2021
The Minimal Twitter Chrome extension from Thomas Wang will change your Twitter experience for the better.
April 21, 2021
A list of things I'd like to accomplish in 2021.
January 19, 2021
Reflections on the past 12 months to figure out where I'm headed in the year to come.
December 28, 2020
An article outlining several of the UX tools that I use, as well as those that make up the current UX design landscape.
May 15, 2020
It had been years since I owned an iPad and was looking to integrate it back into my workflow. But was it worth it?
March 04, 2020
I felt it was important for me to consider the fundamental nature of design and consider the parts that shape my approach to digital work.
May 22, 2019
I thought it would be a good time to take inventory of my digital footprint, starting first with Gmail.
December 30, 2018
For the past two weeks, I've been using the Pomodoro Technique to get my work done. And I have to say, I'm surprised by the results.
December 05, 2018