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Saturday, July 26, 2008

About Customer Support of Lootmaar and Scalability

A few days ago, I had the pleasure of bidding at Lootmaar. But before I go into the details of the bidding, let me tell you the pleasant surprise I had during registration.

The registration page on the website asks you for your mobile phone number. Being a regular reader of Lootmaar Blog, I could trust the site completely. So, I ended entering up giving my contact information. I was supposed to receive an activation code via SMS which was required to complete the activation. When I didn't receive the anticipated SMS, I ended up using the contact form on the site to register a complaint.

After a few minutes, I received a phone call from Noman of Lootmaar---I guess he is one of the co-founders with Adnan. He activated my account after a minute of chat on phone.

Now this kind of customer service is unheard of in Pakistan, even when you have a paid subscription to things. I wonder if this level of support will be maintained when the site grows to millions of users. I wish Lootmaar best of luck but my personal experience with scalability has been quite bad.

A startup is very aggressive as the owners are directly involved in every aspect of the business. But as you grow, the distance between the people who carry out the operations and the ones who make up the strategy increases till the time the strategies become unrealistic and the operations team has no visibility of the organization's future.

What could be the do's and dont's of making sure that your organization scales well?