Growth Factorials

A couple of years back, I had plans to shift from Chennai to Bangalore. When searching for suitable accommodation, I turned to the complimentary services of a popular real estate startup. I must admit, the experience was quite positive. Their sales team promptly guided me through various property visits, helping me shortlist a few options. However, due to a change in my plans, I postponed the relocation.

Later on, when I decided to revisit the idea of moving, I opted for the startup’s paid service. This decision was based on the promise of having a dedicated account manager to expedite the property search process. Despite clearly outlining my preferences, the account manager repeatedly provided lists of apartments that didn’t match my criteria. Moreover, there were delays in follow-ups and scheduling appointments. Realizing that the disparity between promise and reality was too significant, I took matters into my own hands and relied on my network to find a suitable property.

While my experience as a free customer of this startup was satisfactory, my experience as a paid customer was far from it. Despite sharing feedback and lodging complaints, I didn’t observe any corrective measures from their end. This ordeal left me with a negative perception of their services. When friends sought my advice on whether they should opt for their paid plans, I couldn’t in good conscience recommend it.

This situation isn’t unique to this startup alone. It’s a prevalent issue among startups—delivering a commendable experience initially but faltering as they scale. As businesses expand, upholding the quality of customer experience becomes critical. Unfortunately, many startups overlook this aspect, focusing solely on scaling customer acquisition processes without adequate attention to scaling service delivery processes and team capabilities.

For growing startups, prioritizing customer satisfaction entails building scalable processes and teams, and actively heeding customer feedback to foster sustainable business growth. Neglecting these crucial aspects can lead to subpar customer experiences, ultimately impeding growth prospects.