As I finished reading the business plan, I realized how much stronger the competitive advantage could be if it included a powerful post-sale customer service plan. That is a weakness in most plans I read. It seems like an afterthought, one of those dull areas to address after you get the company started. But with a bit of forethought, you can make your plan stand out, get the money and the top employees.
Start by thinking about how you would feel if you bought your product or service and found no one to contact about troubles, questions and hindrances using what you bought. Then plan how to work on your customer service so it will be world-class. That helps you sort out the special issues customers are likely to encounter. Plan, in detail, how you will resolve those issues: who, when, how and so on. It's simple yet so easy. And it adds power to your bplan.
BOTTOM LINE: To stand out competitively, use customer service to (1) improve the effectiveness of the design of your product or service and (2) to differentiate yourself from me-too competition. That is one way to boost your unfair advantage. Most companies don't.
