I want to introduce you an interesting person.
Every day Frozenbyte gets feedback via different channels, from which the FB community and the good old e-mail are most popular ways for fans and other people have their say. And every single day Joel, Frozenbyte’s Vice President that many of you know quite well, uses his precious time to respond to these queries.
He calms people whose computers do not want to run Frozenbyte’s games and gives them advice and tips. He answers questions about the company and the games coming out. He reads every single e-mail he gets and replies personally if possible, even the mean ones. And that is not all. In addition to all this, Joel works as a producer and takes care of many other things as well.
I guess he works 10–12 hours a day. I do not remember when was the last time he went on a vacation. He is an avid candy and soda consumer, and still surprisingly fit–but hey, hard work requires lots of energy!
Is it worth everything, you might ask. To tell the truth, I ask the same question every so often (in my mind). But Joel keeps doing this customer service thing, because a) he loves his job and b) he wants everyone to be happy with Frozenbyte and its games. Eventually this thought has grown into a part of the business strategy, and nowadays one of Frozenbyte’s goals is to serve its customers personally (read about Humble Frozenbyte Bundle’s support here).
This is a real challenge, because as the company is growing, it is easy to leave the whole thing for “someone else”. As long as Joel is running the show, there is no need to worry, but I guess he will need some help in the future.