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Delegate or die: the self-employed trap.

from Derek Sivers podcast [alt+shift+b] in startups

Most self-employed people get caught in the delegation trap. to find and train someone would take more time than you have! So you keep working harder, until you break. In 2001, CD Baby was three years old. I had eight employees but I was still doing everything else myself. Working 7am to 10pm, seven days a week, everything still went through me. “Derek, some guy wants to change the album art after it’s already live on the site. What do I tell him?” “Derek, someone placed two orders today, and wants to know if we can ship them together as one, but refund him the shipping cost savings?” I felt like I might as well just show up to work and sit on a chair in the hallway, just answering employees’ questions, full-time. After a long night of thinking and writing, I got myself into the delegation mindset. The next day, as soon as I walked in the door, someone asked, “Derek, someone whose CDs we received yesterday has now changed his mind and wants his CDs shipped back. We’ve already done the work, but he’s asking if we can refund his set-up fee since he was never live on the site.” I repeated the situation and the question for everyone. “Yes refund his money in full. We’ll take a little loss. It’s important to always do whatever would make the customer happiest, as long as it’s not outrageous. A little gesture like this goes a long way to him telling his friends we’re a great company. Everyone always remember that helping musicians is our first goal, and profit is second. You have my full permission to use that guideline to make these decisions yourself in the future. Do what makes them happiest. Make sure everyone who deals with us leaves with a smile.” I asked one person to start a manual, and write down the answer to this one situation, and write down the philosophy behind it. Ten minutes later, new question. Same process: Answer the question, and explain the philosophy. Ask one person to write it in the manual. After two...
23rd Jan 2011

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