What Works | Small Business Podcast With Tara Mcmullin

The Nitty-Gritty: * How Tyme founder Jacynda Smith manages 100-200 individual consultations with new customers each week* Why these personalized consultations help Tyme delight 90% of frustrated customers* How virtual styling sessions create a feedback loop that helps Tyme get better & better* What Tyme is doing to leverage the success they’ve had with personalized virtual styling sessions “Do things that don’t scale.” That’s the advice that Paul Graham, co-founder at startup accelerator Y Combinator, commonly gives to founders. “Do things that don’t scale” just happens to sound like the opposite of what many digital small business owners fret about when they exclaim, “but that doesn’t scale!” Here’s the thing: if we spend all our time worrying about what does and doesn’t scale, we don’t take the very necessary steps to get to the place where scaling is even an option. Today, we’re examining customer service that might not scale but has helped the company create massive growth.