The Startup Journey

Dave Kerpen of Likeable Local has a great article in Inc . 1.  If you take it, you own it. No matter the seniority, the person at your company who takes a complaint is fully responsible for following it through to a resolution. Don't pass the buck. Make sure it gets fully resolved. 2. Act quickly. Here is your chance for the company to shine. Look at the complaint as a gift, a moment to show off the brand--that is, the part of it that makes people satisfied, not the part that messes up sometimes. 3. Validate. Let customers know--in the immortal words of Bill Clinton--that you feel their pain. Let them know that you empathize with what they are going through. Say, "I understand how upset you must feel." Who can argue with that? This will work for you even when you've done nothing wrong. You are not necessarily agreeing with the customer or apologizing, when you say it. You're just walking in his shoes. Arun Natarajan is the Founder & CEO of Venture Intel...

Krishnan Ganesh, Angel Investor & Founder of Tutorvista in Business Today : As CEO of Bharti British Telecom, I used to work directly with Sunil Mittal. During meetings on strategy and plans, we used to have stimulating debates and heated arguments. At the end of it, Sunil Mittal used to take a firm commitment - either the senior managers were going to do it, or they had the choice to refuse. Accepting to try an idea was not an option. Agreeing to "try to do it" is a sure-shot recipe for a half-hearted attempt that will result in failure. This has helped me as I started four companies and built strong teams to get people committed to a cause or task wholeheartedly rather than start with doubts and dissonance. Arun Natarajan is the Founder & CEO of Venture Intelligence, the leading provider of data and analysis on private company transactions, valuations and financials in India. Click Here to learn about Venture Intelligence products that help entrepreneurs...