Most service providers do not understand this basic reality. When deadlines are missed, deliveries fail, or promises are broken, the tendency is to avoid emails and phone calls like the plague.
The proverbial, “someone will get back to you shortly,” with no response, becomes patronizing and insulting. The truth? No one ever gets back to hapless customers with no control, and a black hole engulfs all information. And then the apologies start. Stop apologizing and take responsibility!
Keep your customers informed. Treat them with respect and always remember — bad news is better than no news.
About Hemant Rustogi