San Francisco Business Owner Says Being Customer-Oriented Helped Him Succeed
There are many advantages to being a small business owner in San Francisco, such as pride of ownership. But not all small businesses succeed. One individual who has seen his business expand to two Bay Area locations is Vladimir Galant. Crediting much of his success to using a strong customer-oriented approach, here's a brief look into his business and what advice he can offer to others interested in opening up their own small business.
What is your current position and education?
"I'm the owner of 911 PC Help, based in San Francisco. I received my bachelor's degree from Far Eastern State University in Vladivostok, Russia. Before I came to America back in 2000, I was running an ISP company in Vilnius, Lithuania. When I first started my current company in 2003, I had some years in the computer industry but what really helped me succeed was using a solid customer-oriented approach. In other words, there was no 9 a.m. to 6 p.m., Monday through Friday schedule. If a customer called me on a Saturday night, I took care of it. I retained many of the customers I had when I first started this business. Nowadays, I don't have a chance to meet all of the clients who call for services, but I constantly train my staff to treat every single one like they're a friend, relative or parent. That's the key. Even though we can't fix some tech issue right away, the person feels the confidence and simply trusts us and we never fail them."
What type of services does your business offer?
"We offer all kinds of computer services for individuals and small businesses. Among the services we provide are personal computer infection removal, networking, new office and setting up servers."
What career advice can you give to people interested in a career in business?
"If you're going to pursue a career in the service-providing industry, you have to become a customer of your own, because that's all about other people being satisfied by what you do. And, of course, you have to do very well and you have to be able to provide peace of mind for your customer."
Randy Yagi is a freelance writer covering all things San Francisco. In 2012, he was awarded a Media Fellowship from Stanford University. His work can be found on Examiner.com Examiner.com.
