"If the customer's always right, you're in a world of pain."

Melissa Kwan, Cofounder and CEO of eWebinar, ProfitLed Podcast

Melissa Kwan
Guest
Melissa Kwan, Cofounder and CEO
Company
eWebinar, ProfitLed Podcast
Location
Digital Nomad
Website
Industry
SaaS
Topics
Go-to-market, Operations

About Melissa Kwan

Melissa Kwan is the Cofounder and CEO of eWebinar, an automated webinar solution that combines pre-recorded video with real-time interactions and live chat to deliver an engaging experience for attendees. Melissa and her team believe that by automating the repetitive and tedious task of giving the same onboarding, training, and sales presentations over and over, they free people up to focus their time on something else they value more.

Melissa is also the host of ProfitLed, a podcast that focuses on growth strategies for bootstrapped entrepreneurs from proven founders and strategists. If only 1% of startups get venture capital, then 99% of startups are ProfitLed. Melissa is passionate about telling the stories of those who have forged their own path and on their own terms to show founders around the world that it can be done, and that they are not alone.

S2E18 The Customer is NOT Always Right

 

About this episode

Companies like Amazon and Costco who pride themselves on customer service conditioned consumers (me and you) to think that customers are always right - but, are they?

In the faceless world of software, customer demands can be brutal, leading to soul crushing and demoralizing support. Training your customers to respect your team and product sets the foundation for healthy business relationships that make you feel appreciated.

On this episode, Melissa and Todd recount customers from hell, the things they did to try and get around paying for the service, and how they dealt with demanding and rude customers.

Takeaways:
• What happens to your business when the customer is always right
• Our customer horror stories and what they did to game the system
• How we set expectations for customer relationships
• How to deal with customers from hell


Connect with Melissa

  • Follow Melissa Kwan on LinkedIn where she share stories & lessons from her founder journey weekly.
  • Find her on @themelissakwan on Instagram, TikTok, Twitter and YouTube where she shares short videos of business advice and other truth-bomb sound bites.

About ProfitLed

On Season Two of ProfitLed, Melissa (CEO and Cofounder of eWebinar) and Todd (COO) goes in-depth on one topic per episode on their "Journey to $1M" at eWebinar.

They share war stories, mistakes, and lessons learned as they grew the company to a million in ARR over 36 months. Their goal is to demystify bootstrapping by sharing their experience of it, and tell you what it’s really like to figure things out as you go.

ProfitLed is a podcast by and for founders brave (and crazy) enough to grow their startups to profitability without venture capital.

Learn more about the ProfitLed Podcast and tweet us at @profitledfm.

Learn more about eWebinar.