06/11/2026
One thing people don’t always talk about in business is that growth comes with change. When we were a smaller company, answering client emails directly was simple, quick, and efficient. As we’ve grown, though, we’ve had to build systems and processes that allow us to keep delivering the same level of service to everyone we work with.
That’s why we ask clients to submit requests through our ticketing system. It’s not because we want to create another step. It’s because it connects you with our fully trained team, keeps communication organized, and helps ensure nothing gets buried in the dozens of conversations happening behind the scenes.
The goal has never changed: provide great service and take care of our clients. The process has simply evolved so we can continue doing that as we grow.
Honestly, we think every small business owner reaches a point where they realize the things that worked with 10 customers won’t always work with 100. Have you had to change a process in your own business to stay efficient and better serve your customers?
And thank you to Marc Umstead with Plus 1 Technology for bringing up this topic. It’s not always an easy conversation because we never want our clients to feel like they’re not getting the white glove treatment they’ve come to expect from us. The reality is, they’re SO important to us that we’re willing to invest in a bigger team and better processes to make sure every request is handled promptly, communicated clearly, and supported by the right people.
