Showing posts from February, 2014

The Perils of Success

When a small business grows, that growth creates potential for successes and failures. Sometimes, success can bring about some failure. We experienced some of that this January at

First, I want to talk about how we measure success. We have been growing our number of 1099 forms e-filed and the customers we file them for by around 100% annually prior to this year. Our expectation for the 2013 filing season was to exceed that rate by another 100% given some of our new partnerships. So we were expecting to grow by about 200% from the 2012 filing season. More important than the numbers, we measure success in customer interactions. Any failure there, whether in site performance or chat/phone/email interaction, negates any positive gain in the numbers. 

With that in mind, I want to look at how we performed in those two measures. Numbers – We experienced 295% growth in the number of forms filed in January 2014 compared to January 2013. We also saw 105% growth in the number of submis…