I wasn’t always focused on efficiency.

In the beginning of my career, I only cared about creating jaw-dropping experiences for my customers! And at the early start-up stage of the business at the time, that wasn’t necessarily a bad thing! We were developing a reputation, and the business loved seeing customers organically posting about their service experience on social media, or choosing to buy because they heard about great service interactions! One of my agents helped a customer return a wedding ring after they called our number by my mistake, and I beamed at his Zappos-inspired effort.

But over the next few years, as our business continued to grow, we found the way we were doing things was expensive. Too expensive! We couldn’t continue operating as we were, and I was tasked with improving our team’s efficiency.

In just a few months, I was able to cut our operational costs in half, and continued to reduce need for contact year over year for the next several years. While sales grew, our team shrank, and our CSAT continued to remain high. I got a lot of enjoyment out of making our service operations more efficient, and continued to do the same for other organizations.