I had a customer that had complained about an issue directly to me via email. He was surprised that I was brisk with him. He felt that I didn’t give him the time and attention that he needed to properly resolve his problem. He was right and he was wrong. I have been doing web projects since 1996 in many various forms. During that time I have personally answered more than 50,000 email support issues. I never want to answer another support email for the rest of my life Thank goodness we have 60 other support engineers that are awesome at answering our customers questions. Support engineers aren’t burdened with accounting issues, or marketing issues, etc. They simply need to give their full attention to the customer.
I like to make myself available to our customers, but my emphasis is on growing the company. If I wanted to have fun all day at work I would do system administration, and do perl programming for 25% of my time. Unfortunately for me I am a MUCH better marketing guy than I am a perl programmer. I love growing Bluehost, but sometimes I just want to tinker. The problem is Bluehost needs me to grow the company and frankly that is what I do best. If you really want to succeed let people do what they do best, and you do what you do best. For the lucky ones they are one and the same and that should be the goal of everyone to combine those two things.
Do what you do best, and let others deal with their responsibilities without constant interference. That is one of the ingredients for success in my book!
Matt Heaton / President Bluehost.com