When a problem occurs that affects your customers and clients (and no organization is perfect, so you’ve definitely experienced issues), do you take initiative and reach out to your customers?  Or do you wait for them to hunt you down?  You may have all sorts of reasons for not wanting to broadcast a problem, but is that really in your customers’ best interest?
Listen in as Dawn Shuler discusses a recent experience where she had to hunt down an organization to solve her problem, as well as examples of taking initiative, even if it meant the potential of a client dropping out.
Other podcast episodes referenced:  I don’t want to know and Internal and External Customer Service – Part 1.
Other resources mentioned: The Shuler Group’s core values