Your customers may tell you they “understand” . . .
They’ll tell you not to worry about it.
BUT . . . when you underserve them or are not able to serve them for any reason, you will have exposed a chink in your armor, and they’ll wonder. They’ll be watching more carefully and be less inclined to forgive next time.
It’s not that you must always be 100% ON your game.
It’s how you are able to handle the times when you aren’t 100% that’ll be the proof in the pudding.
You can’t blame it on your computer every time. after all, don’t you have a back-up plan for those rare times when it crashes?
When I managed a KFC restaurant, our entire cash register system went down one day a few minutes before a HUGE lunch rush. Our first thought was: “LOCK THE DOORS!” but we knew that our customers were hungry and would not be happy, so I ran next door and bought 6 calculators and taught our cashiers how to add orders and calculate tax manually . . . Our service was slower than usual, but we served everyone who walked through the door.
Each year when the new real estate forms become available, the first thing I do is print a copy of every form and store them in a binder . . . and I save a PDF copy of each form in a “Public Folder” available to all of my agents . . . Just in case the forms system goes down (Which it does at the most critical times).
What if the “docusign” program fails? Do you have scanning and/or faxing capability?
Will you remember how to get in your car and drive across town to get your client to sign a document?
Perhaps some of this is “tongue in cheek,” but it’s very real.
Your customers want you to do the job they expect you to do based on the promises you have made them . . . don’t become so dependent upon your automated systems that failure of any (or all) of them will shut your business down.
Thrive when others flounder!
and you’ll SHINE!