Last night I attended a dinner event and left the house at about 6:45.  Until then, I was at my desk.  A client called at 7:30 and when he didn’t reach me, waited about an hour and then called my cell.  When I answered, his first question was, “are you on vacation?”.  Obviously this is an extreme example and I did question his assumption immediately (which he recognized was silly).  But, the point is, when something happens that is out of the norm, what assumptions are your customers making? With this particular client, it is extremely rare for him to call and not get me.  Or if I can’t answer right then, he hears back pretty quickly.  So when he didn’t get me and he needed help, he immediately went to thinking I wasn’t available.  And actually, this example isn’t as far out as it […] Continue reading