The only guarantee for Company Success is to ensure Customer Success. To that end, it is not unusual for a client to call us in a panic telling us they have a specific need. We listen and explore the ‘story behind the story’ by asking many questions to broaden our understanding. Instead of jumping to conclusions and offering solutions, our employees are required to do much more than that because what the customer thought they wanted or needed, is not what will help them get their problem solved efficiently and with a high quality.
We even practice this valuable, but often ignored, skill on each other. When we understand the consequences of the problem or situation, only then are we informed enough to make a recommendation.