Every client at some point will have a crisis, whether it really is one or not. This morning two of mine had crisis’s and for one it was good news the other was bad. Both were spoken to and addressed immediately.
Jason and I decided long ago that this was the customer service approach our business was going to take and just like RackSpace.com says in their tagline “We Have Fanatical Support.”
topLingo achieves our fanatical support via responsive project managers, direct accessibility to prgrammers, artists and IT personnel and 24/7 emergency contact by cell phones. I personally hand out my cell to every client and more importantly answer the phone when they call.
If I or my business was not directly accessible, the bad news like this morning could have turned for the worse. The point is, a client is better off hearing bad news and being able to ask questions, address concerns or explore backup solutions rather than not hearing from you at all. Same concept applies with your spouse, girlfriend or Mom!