Fabien Tiburce is the Founder and CEO of Compliantia, a cloud based B2B retail audit software. If you’ve recently walked into a 7-11 or a UPS Store, you can thank Compliantia for helping to keep your local franchisees up to snuff with the corporate standards.
As Fabien explains, “We help large, multi-unit, franchise-based retailers uphold standards for their franchisees. Standards for service, health and safety, security and more.”
So I asked him what he’d learned in the seven years he’s been running the business. Here’s what he said:
1) Educate first.
One of our “A-ha” moments came after launch. I had been promoting the business based on, “Buy us because we are great and do these things better.” Our blog was little more than a sales pitch.
A friend said, “You’re pushing things down the throats of readers.” So we switched to an entirely educational approach and began blogging about best practices, how to address problems, how to uncover pain points. We tried to walk in our customers’ shoes. Today, even our free demos don’t involve selling anything.
You need to plant seeds. Be selfless. You give and give and one day people want to know more. That’s when they call and that’s when they buy.
2) In product development, look for commonalities.
It’s easy to just react to every bit of customer input you get; there’s a temptation to build in everything that’s ever requested. But you can’t be all things to all people or else you’ll never fit into any one market or provide a valuable solution.
So we look for patterns. We try to find the “lowest common denominator” in terms of what people want and what’s really needed. We also avoid customization for one or two big clients which may satisfy them, but take your product development off course in the process. (Thanks to Jason Fried of Basecamp for that insight!)
3) Act on feedback.
Customers have been trained to not report bugs. First, because they assume that they – not the software – are the cause of problems. And second, because they’ve learned that companies don’t usually respond to problem reports anyway, so why bother?
What we’ve found though – and this is so simple it’s amazing – is that the best way to keep getting feedback, is to act on it. That teaches people to keep doing it. At Compliantia, our philosophy is, “Every door is always open.” Anyone in the company with a telephone or email must listen, interact, respond and communicate with other team members.
It’s a cultural thing. It’s low tech and not expensive. And it doesn’t take special initiatives. But we do it consistently. We listen and act.
Thank you, Fabien! Great stuff.
Of course, my last question to Fabien was the toughest: Star Trek, or Star Wars? Turns out he’s a Star Wars guy. “That’s so hard, but I’m going to go with Star Wars. Jedis and light sabers, you can’t go wrong with that!”