Staffing for Growth: Focus on Human Resources
In addition to employees’ work, Faith credits a portion of the Web site’s success to the company’s search engine marketing efforts, namely through Google, Overture and FindWhat.com.
Another element that has worked to the company’s advantage is its live Web chat feature, which was launched in 1998 and remains popular among customers. “We couldn’t be without it nowadays,” says Faith. “A bold invite to get questions answered live is the best way to go.” The company receives several hundred requests per day — with a high conversion to sales.
Faith says the real behind-the-scenes work was finding the right person to answer online customers’ rapid-fire questions. The wizard behind the live chat curtain, Daniel Nelson, never gets flustered and can hold 10 to 15 simultaneous conversations with customers while providing intelligent responses and solutions, says Faith.
Future Plans and Challenges
While Headsets.com has experienced rapid growth since its launch, many process-improvement plans are in the works. For one, a move to a new facility may be in the near future. “Although we’ve outgrown our premises, there may be an opportunity for employees to defocus while we move,” Faith worries. “As we grow, my intuition, culture and discipline will become increasingly harder, but [focus] is such a critical part of success and will need to be absolutely maintained.” Other plans include a possible expansion into international markets, notably the United Kingdom and Canada.
All of that said, Faith notes that his biggest challenge is learning to deal with himself. “The more successful [people] are, the more they are their own biggest challenge … and their own biggest opportunity,” he says. “Transitioning from an entrepreneur to the CEO of a larger and expanding company has been the biggest opportunity I’ve had,” says Faith.
The Headsets.com List
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