Relax. Breathe. Count to ten.
Tell me the issue.
Now know that I will prioritize you. Feelings hurt? Ask your self why.
You are only one of roughly 25 of my clients. It is possible that one of my other clients has a need much more urgent than yours. The same could be true of your need. It may be much more urgent than anything else I am working on. It may go to the bottom of the list.
Hence, prioritization. Many people expect their issue, regardless of true urgency, to be treated as though it were crisis. They do not want to feel minimized, especially during a time of high emotion. But, when everything is an escalation, then nothing is an escalation.
I want every issue to be resolved with the utmost expediency, for three reasons. The first is integrity. I must believe in my product to be able to use a consultative approach. The second, I'm greedy. I want my clients to continue buying, and nothing is more difficult than overcoming service issues. The third, I often have little patience for unrealistic expectations. The longer an issue occurs, the risk of the unrealistic client goes up exponentially. It's a small percentage, but I do have some clients who expect 100% uptime. Dream on. Where I or any of my competitors to tell you different, we would be lying. I often get strange looks when I tell new clients to expect issues. I often get new orders when my advice rings true and customers realize how important redundancy is.
So my integrity (an altruistic desire) is tempered with much more practical and pragmatic forces. I want you to keep buying, and would prefer a more malleable client.
Tell me the issue.
Now know that I will prioritize you. Feelings hurt? Ask your self why.
You are only one of roughly 25 of my clients. It is possible that one of my other clients has a need much more urgent than yours. The same could be true of your need. It may be much more urgent than anything else I am working on. It may go to the bottom of the list.
Hence, prioritization. Many people expect their issue, regardless of true urgency, to be treated as though it were crisis. They do not want to feel minimized, especially during a time of high emotion. But, when everything is an escalation, then nothing is an escalation.
I want every issue to be resolved with the utmost expediency, for three reasons. The first is integrity. I must believe in my product to be able to use a consultative approach. The second, I'm greedy. I want my clients to continue buying, and nothing is more difficult than overcoming service issues. The third, I often have little patience for unrealistic expectations. The longer an issue occurs, the risk of the unrealistic client goes up exponentially. It's a small percentage, but I do have some clients who expect 100% uptime. Dream on. Where I or any of my competitors to tell you different, we would be lying. I often get strange looks when I tell new clients to expect issues. I often get new orders when my advice rings true and customers realize how important redundancy is.
So my integrity (an altruistic desire) is tempered with much more practical and pragmatic forces. I want you to keep buying, and would prefer a more malleable client.
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