Dave Lewis, managing director of VantagePoint, a customer-led growth advisory firm on expanding your brand and team without losing customers
How does a well respected specialist expand the team without harming the company's reputation?
The key is for the business owner/specialist to have a level of maturity. Owners of small businesses should hire people who offer better or different qualities and who can add value to the customer experience in ways that you cannot. My advice is to introduce people alongside you when seeing customers. This is what we call trust transference.
Add skills that add value to the business, in areas where you don't have expertise and then have staff ride shotgun with you as that trust in the new person builds over time. It does take time and maturity to say: "I want to hire someone who can show me up." But it is building the brand in a more transferable and leverageable way.
How does a well known brand approach the risk of launching a new product?