Support Does Not Scale. Customer Service Does.

Patrick McKenzie posted a fabulous article on how customer service scales. It is an excellent article to help small business owners think about how small things are important in customer service communications.

On a slightly unrelated note, it is a big mistake for most companies to outsource customer service. Customer facing processes, particularly customer service, are sources of business intelligence on customers' needs and frustrations. Great pause must be taken when considering outsourcing or ignoring vital customer processes.