How Fast-Growth Companies Refuse to Lose
Inc.|September 2022
The most successful businesses not only build quality into their products, but also tap their customers for help.
How Fast-Growth Companies Refuse to Lose

In the classic comedy Planes, Trains and Automobiles, a man, played by Steve Martin, is at the end of his rope after enduring excruciatingly cheerful but uncooperative service at a carrental agency. His flight has been diverted. His train has broken down in a field. And now, unable to contain himself any longer, he informs the agent behind the counter that he needs "a f*cking car, right f*cking now!"

We've all been there, and one of the culprits, other than poor execution itself, can be rapid growth. Some companies expand so quickly that they outrun their customer service capabilities. When startups take off, it is all too often the customer who is left in the wake.

This is the downside of the kind of success it takes to make the Inc. 5000. But if fast-growing companies had their priorities straight, confrontations like these would never happen.

First of all, the problems that cause customers to need help-poorly manufactured products, inconsistent service delivery-would have been nipped in the bud before they became the customers' problems. Second, service reps would have been trained to treat customers like gold, because that can mean the difference between having customers who stand by you and having customers who scream obscenities about you into the World Wide Web.

So let's focus on how to deal with f*ckups and how to prevent your high-revving engine of a firm from blowing a gasket because you've promised customers more than you can deliver.

Questions and Answers

This story is from the {{IssueName}} edition of {{MagazineName}}.

Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.

This story is from the {{IssueName}} edition of {{MagazineName}}.

Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.

MORE STORIES FROM INC.View all
A Bankable Pet Project - How Moonshots Capital helped eTailPet scale up and attract a buyer in just three years.
Inc.

A Bankable Pet Project - How Moonshots Capital helped eTailPet scale up and attract a buyer in just three years.

Berenice Giannini's startup, eTailPet, wasn't a natural fit for Moonshots Capital. The Austin-based venture firm, launched in 2014 by Kelly Perdew and Craig Cummings, both of whom had previously served in the U.S. Army, frequently backs companies founded by military veterans.

time-read
2 mins  |
November 2024
Backers Should Have Your Back - The best capital provider for your business will offer a helping hand, not just deep pockets.
Inc.

Backers Should Have Your Back - The best capital provider for your business will offer a helping hand, not just deep pockets.

Three years ago, U.S. entrepreneurs were enjoying one of the best funding environments in decades. Venture capital and private equity hit all-time highs as banks loaned at historically low interest rates. All you needed to get a term sheet, it seemed, was a smile and a pitch deck.

time-read
5 mins  |
November 2024
Lift Off - Would you pay $50,000 to touch the edge of space?
Inc.

Lift Off - Would you pay $50,000 to touch the edge of space?

Would you pay $50,000 to touch the edge of space? Meet the entrepreneurs providing a rarified clientele with a luxurious, once-in-a-lifetime journey.So you want to go to space. To take in the expansive curvature of the Earth glowing miles above the atmosphere, surrounded by pure darkness. To experience the mind-altering overview effect described by astronauts as a transcendent state of awe, staring back at the planet on which you've inhaled your every living breath.

time-read
10+ mins  |
November 2024
There Will Always be Those Who Doubt You and Your Vision. Here's How to Tune Them Out. - Recently, I invited an experienced luxury hotelier to visit the new campus we were building near Santa Fe for Modern Elder Academy,
Inc.

There Will Always be Those Who Doubt You and Your Vision. Here's How to Tune Them Out. - Recently, I invited an experienced luxury hotelier to visit the new campus we were building near Santa Fe for Modern Elder Academy,

Recently, I invited an experienced luxury hotelier to visit the new campus we were building near Santa Fe for Modern Elder Academy, the midlife wisdom school I co-founded in 2018.

time-read
3 mins  |
November 2024
A Scientific Discovery that Unlocks Your Body's Healing Power
Inc.

A Scientific Discovery that Unlocks Your Body's Healing Power

The founder of Stemregen, a company that creates powerful supplements that stimulate the body's natural repair system, explains how a \"fringe idea\" opened up a new world of stem cell therapy.

time-read
2 mins  |
November 2024
Transformative Growth: Agency Masters the Art of Evolution
Inc.

Transformative Growth: Agency Masters the Art of Evolution

As a destination marketer, Awestruck has mapped out a journey to success by constantly developing its services and its staff.

time-read
3 mins  |
November 2024
For the Love of the Restaurant Experience
Inc.

For the Love of the Restaurant Experience

The founder and CEO of DJB Hospitality shares his passion for the challenging and uniquely rewarding hospitality industry.

time-read
2 mins  |
November 2024
Custom PEO Solutions for Blue-Collar Industries
Inc.

Custom PEO Solutions for Blue-Collar Industries

COMPEO is an HR management solutions provider with a jaw-dropping five-figure growth rate.

time-read
2 mins  |
November 2024
Homebuying Was BrokenMeet the Founders Here to Fix It
Inc.

Homebuying Was BrokenMeet the Founders Here to Fix It

Cecilian Partners is a fast-growing technology firm providing end-to-end solutions for production homebuilders and land developers.

time-read
2 mins  |
November 2024
A Focus on Complete Solutions for Regulatory Environments
Inc.

A Focus on Complete Solutions for Regulatory Environments

The Northcross Group develops sustainable processes for clients with compliance needs.

time-read
2 mins  |
November 2024