Workshop presented at Support Driven Expo in Portland, Oregon, July 2019

1. How to Scale the care

2. ● It’s a mindset
● Without customers, you’re dead
What is the care

3. C.A.R.E
Change your perspective, take your customers’ one
Advise and help giving them complete answers
Respond nicely even to the hate
Empathy
What is the care

4. “Do things that don’t scale”
- Paul Graham
What is the care

5. Before the product
market fit

6. Be prepared
to face the tsunami

7. ● Tonebook
● Internal Bible with case resolution
● FAQ
Be prepared
to face the tsunami

8. ● Interact as much as possible with
your customers
● Answer everything everytime
● Give those feedback to your
Be prepared
to face the tsunami

9. Product Market fit

10. ● First processes
● Prepare recruitment process
● Prepare onboarding process
Product Market fit

11. ● Automation, automation
● Time to kill recurrent tickets
● Measure
Scale

12. #1 Before product market fit > interact as possible
with your users
#2 Product market fit > create processes as much
possible
#3 Scaling > Automate & Measure
Key takeaways

13. Any questions?

14. Let’s work!

15. Icebreaker
Tell your neighbour a thing that you did in your company that
don’t scale but that customers love.

16. Hello,
I asked you to change my email address in your
system various time. Why don’t you never do what I
ask you?
Regards
Answer this email

17. Hello,
I’m sorry for your bad experience with us. It’s not the
quality of service that we want to provide to our
customers.
I’ll check in intern why you sent us various emails
without any help to be sure that this disagreement
does not occurs in the future.
I’ve just changed your email address in our system.
Regards
Answer this email

18. Hello,
I’m really deceived about your product. You promise
frictionless experience but I just have problems with
you. I want to be refunded today. If I don’t get any
refund today, I will post message about your awful
services on Twitter and Facebook.
Best,
Answer this email

19. Hello,
All my apologies for this experience which was not up
to your trust. I know that you’ve had a lot of problem
with us. We’ve had resolved it and our team has
worked hard to improve our system so you won’t have
these kind of problems in the future anymore.
We’ll refund you this month of subscription.
Have a wonderful day,
Answer this email