I hate doing some of the work, but I enjoy the overall, that it's well worth it for me to slog through the things I don't like. But no matter what happens, I now am a permanent business person. Maybe something just happens to you when you want to make something and be in control of it.
Mixing dreams with reality takes the ability to see what is actually possible and dismiss useless criticism and accept wise criticism.
I could be doing better, as I enjoy the technical side of things too much more than the other parts... oh well. This guys' story about the coffee house is a huge warning to many people, but to me, it's a specific warning about not doing your homework before diving into a project of any kind.
If they had, they would know the exact numbers before they started, and then they would not have started. At least they are sharing their lessons with the rest of us.
In short, it is really about providing great customer service. I am lucky enough to work in a small town where word of mouth referrals are critical, and doing a good job and genuinely caring about your customers gets you noticed and gets people to stick to you loyally.
Plus I have a genuine love of learning about how other businesses operate, and get a kick out of improving how they can run using my software.
But as I get older, I find that my energy levels aren't suited to one on one development and constant support, hence my second all cloud based SaaS startup in my sig - really it is phase 2 while I scale back my personalised face to face customer support and explore a more distributed way of doing things on a global scale, rather than local.
I'm just getting started on this path, and I'm really starting to see that like you said, excellent customer service--not beautiful code or elegantly applied computer science principles, etc.--is the most important thing.
Now I just need to figure out how to establish that network and reputation. Thanks again!
And by technician I mean anyone who can do/make things with their own hands and creative energy. It is probably very dated now, but I highly recommend anyone thinking of starting their own business to read Robert Gerber's "The E-myth Revisited".
In a nutshell, every business owner has to realise that they have to wear three hats - that of Technician, Manager and Entrepreneur. All three require energy and different skills, and it is very rare that one person will have requisite skills in all 3 fields, so outside help, or more learning is needed.