Yesterday was a nice day. I got to one of our customers, and I heard the following: you are great on support! I always smile, but that moment I felt proud of my partners, and I got a bigger smile!
Of course there is a special trick. We never leave more than 12h to respond to a case. We are not many (we will in time), but we are all more than able to be there, to understand and to control situations and bring the best outcome for both parties. Plus, we learn from our mistakes by first of all admitting that we do mistakes! There is a certain procedure that we follow on mistakes:
we identify the reason for that mistake
why we didn't see it
why we didn't avoid it (yeap it's different than the above)
what are the impacts - act!
what would be the best solution not to repeat it
And then after, we apologize to the customer/partner while we have already fixed (maybe spend a night) on it. I have been in situations that IT companies are trying to "blame" the customer somehow, that it was their (the customer's) mistake! Finally, those companies lost many of their customers.
So... be sincere, to yourself (company) and then to the customer and everything will run smoothly even in a crisis situation!
