11–20 of 288 posts
Answering the phone when it rings. Not so much old clients, but new clients are consistently impressed with this. A lot of our competitors don't answer and some don't even have voice mail.
Obviously anything non-trivial. Lately i've been mixing version control with various things that haven't gotten that feature yet.
Could you elaborate on which various things? Interested to know
A lot of the time, when a client has a request, they are thinking out loud in the moment. Even if I can't pick up the phone, I'll send a short email straight away to let them know that
1. I got the message 2. Timeframe when I can action
I'll add one here from my own business, which is customer care outsourcing. The outbound call. Basically it comes with the territory when things go wrong. But when you call the customer before they realize things have gone wrong they are always, always grateful and impressed. Same thing goes for a "just checking in to see you are enjoying the service" call. Since we have agents sitting around all the time anyway this…
1) Keep emails short. I set a 200 word max on all emails. If you can't say what you need to say in 200 words, schedule a meeting to discuss. If you have to send long documents, send a 2-3 sentence summary. Tell them what you're going to tell them, tell them, tell them what you told them... in 200 words. (=
2) Keep detailed time records and make them available to the client on-demand. They paid for it, might as well show them what they are getting. Be honest... if your team wasted 4 hours trying to make sense of a BS email from the client... make sure they understand that.
3) Being on time and inclusive; inviting them to daily standup meetings with the team, and posting notes from those standup meetings in case they (or anyone else) can't be there. Easy with a Google Sheet to just type a few notes each day during standup. I don't have any tools for the team that the client can't access, or hasn't been given a rundown on how we utilize it.
I'll add one here from my own business, which is customer care outsourcing. The outbound call. Basically it comes with the territory when things go wrong. But when you call the customer before they realize things have gone wrong they are always, always grateful and impressed. Same thing goes for a "just checking in to see you are enjoying the service" call. Since we have agents sitting around all the time anyway this…
Earlier quoted context omitted.
One client used autocad. We re-built it in javascript/html, then added version contol and reports.
I'm curious, how did you handle dwg files? I understand they can be quite complex.