I guess I'm a Customer Support agency owner now?  https://qualityinsupport.com

I told you a few weeks ago that I quit my job to become a consultant. The jump out was super scary (what if nobody likes my ideas, what if I fail, oh my word I have three kids to feed), but then when I put the word out that I am available for projects, my inbox exploded.

For reference, I do a number of things: I offer interaction quality analysis (figuring out what makes an interaction really great, rather than functional), Customer Support training, and I take on clients who need their support queues dealt with. It's the latter that landed so many inquiries in my inbox that I decided to not just be a freelance consultant. I'm taking people on board and pivoted all the way to becoming the owner of an agency.

The 'freelance' bit, I have experience with. The 'owner of an agency' bit, not so much. So my question to you is: what's your best advice? What pitfalls do I need to look out for? Are there any books I should be reading?


Someone who is bit taken aback by her sudden success, but who hasn't had this much fun in years.