How fast do you react to clients’ requests?
Denis: We always evaluate the rationality of offers. If it is really worth it, then we implement it.
Elena: Recently, a client has sent a request regarding an album for printed photos. He was worried that in the previous version there were emoji stickers, but now they are gone. We quickly discussed this point and returned them on the same day.
We sell photo accessories on our website, and when customers wrote to us that they had a lot of photos and had nowhere to put them, we opened a section with photo albums of different colors. If we see an interesting solution, we quickly implement it.
How many people work in your team? How is the work organized?
Denis: The Boft team consists of 30-40 people, including employees in our production site. We have a very flat structure.
As for the processes, they have evolved recently. When the team was smaller, much of the work was done remotely. But when the team grew, the old scheme stopped working. Due to the huge number of messages in chat rooms, we began to lose efficiency. In the end, we mostly left chats, went to Trello to fix the results. But we have a clear principle: the priority of personal face-to-face discussions over chatting. Every day we meet, discuss projects and solve current issues.
We have a weekly meeting: this allows everyone to understand what has been done, and what needs to be done in a week. When you write down a list of tasks, a clear picture appears in your mind. Once a month we have an all-staff meeting, where everyone can talk to each other.
One of the biggest challenges for us is the transformation of the old management paradigm into a new one. When processes are not built, no project can be implemented. Not everyone understands this when they want to become an entrepreneur: managing a team is like steering a ship, nothing will happen by itself. Therefore, it is important to see how large organizations do it, or to study management. You will not be able to grow and scale a business as long as you manage your company as if it is still a small start-up, in which employees are your friends. A team of 10, 20, 50 people requires a completely different approach to management.