Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Demanding customers are not to be confused with abusive customers. When it comes to demanding customers, we’ve learned to listen to them, they almost always have a good lesson for you, if you’re willing to be patient and look at the larger picture.

The biggest difference between a demanding customer and an abusive one, is the demanding customer knows something can be better. …

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Launching a new service is always exciting. So why is it we only have 5 services, along with a few addons? Companies in our industry tend to have dozens of services, products and addons, seemingly covering the full range of what their customers will need.

What’s the biggest difference?

Many of our ideas end up being chopped in the validation phase. We have a lot of phases an idea goes through…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Marketing budgets are a funny thing. Some companies view marketing as an upfront cost of customer acquisition. They look at things on a longer view, the so-called “lifetime value” of the customer. Other companies look at more immediate returns. If their campaigns don’t return at least 100% on their investment, they consider it a failure.

In the web services industry, you have a few very big players, who are ready, willing…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

I’m often asked about how we provide customer service. As a general guideline, our support and service can be summed up by “doing the right thing”. As cliche as that sounds, this is an easy guideline to follow. It lets us remove most of the process from providing support, and relying on our team’s judgement and skills.

In the end, our level of service comes down to 3 simple, important tips.

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Skystra’s been a remote-hybrid company for a long time. We’ve always been remote, and in the most recent years, we’ve been implementing a remote “hub” approach, where everyone can always work from anywhere they want, and we have pockets of people within each area who can meet up and work from the same location, if they’d like.

So how do we hire people remotely, how do we interview them and how…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Skystra’s early years, looked at through the lens of nostalgia, were some of the best years in my life. Hard work meant new customers, and new customers meant more budget, and more budget meant more service, which led back to new customers.

Of course, all of that is a total simplification of what actually happened. The stories that people love to hear about now are those first turbulent years. But at…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

The 80/20 rule, otherwise known as the Pareto Principle, is a very widely known rule, which simply states, 80% of your outcomes are decided by 20% of the causes.

This applies to almost everything in life. For example, you’ll wear 20% of your clothes, 80% of the time.

It also applies to Customer Service. Within our own company, we have all the data from every single interaction we have with customers…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Every customer is not a customer.

This is a lesson I learned very early on in Skystra’s history. As one of the people who founded the company, I had to wear a lot of hats back then. Namely, I was answering customer support requests pretty often. After all, if you’re the founder and you don’t talk to your own customers, what are you doing?

Being a little more raw and naive…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

The early years at Skystra, just like at most companies, are full of unconventional stories and challenges. One constant at Skystra has been the need to pivot, change, update, revert, tear apart and rebuild. Essentially, it comes down to 1 word : Iteration.

Iteration, and sometimes, extremely rapid iteration are part of the company’s DNA. Now, nothing becomes part of the fabric of a company if there wasn’t some success and…

Disclosure : I am the founder of Skystra.com. Everything detailed here happens, exactly as described. The only edits are to names or places, protecting the privacy of those involved.

Once you convince customers to pay you for a service, your next big challenge is getting the renewal. The clock for that starts ticking immediately after the first sign up date. Every action, interaction and decision you make will influence if a customer renews with you or not.

For the purpose of this post, we’ll focus on Skystra’s current recurring services, offered in both monthly and annual subscriptions. For now, we’ll…

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