If you call people and tell them that you’re working on the issue, they won’t go crazy on you or call your boss or threaten to cancel their service. I learned this lesson the hard way.
I found the best way to stop a problem from escalating was to call the customer / client and let them know we were working on the issue, and also give them a timeline for when it would be fixed.
I learned to make that phone call even when I didn’t have any specifics or progress to share. Making this middle phone call saved me from getting an earful from irate traders, brokers, and hedge fund managers.
I explain how this relates to small business owners and job seekers in this short Morgan Moment video.