When you are in a service oriented company such as the consultancy or software business, customer service is an integral aspect on winning a customers’ heart. As a consultant, it is his job to make sure he does the business troubleshooting very, very well. He needs to listen so he can make offer a solution to certain business systems such as inventory, payroll, accounting and among many other aspects.
However, one of the realities on this type of industry is that many companies are facing negative feedbacks. This is so true that sometimes it reaches to a point where you could not secure testimonials at all. As you all know, testimonials from clients are essential to expand client base.
The usual problem comes in during the deployment or implementation stage. The consultant now assigns a task to the company staff about how to migrate data that must be done in accordance to the project timeline. Day after day the staff does his job. Then, the consultant fails to meet with the staff for a short update and only to realize that it was too far behind the timeline.
More so, the consultant fails to update the delay to the staff’s supervisor. Or at the very least, sends a report to the wrong person not directly involved with the project. How do you think would the company owner react?
Upset. Disappointed. Unsatisfied. Angry. Mad.
In essence, the story above tells us one very important thing – that the company owner does not get upset because we failed to deliver the job on time. But instead, got upset because we failed to update him properly, where a proper course of action could have been put in place. That is the value of continually getting back.
Whether you are an employee or a company it is important to send short updates even at the very least progress or defects. And this comes in many different modes. You can send updates through a short text messaging system, emails, or even verbally. The purpose of this one is to create a proper course of action to speed up and make a total recovery.