John and I talk about our “week from hell” and ruin our PG-13 rating on our podcast. πŸ˜‰

Ten years ago, every company (especially every BIG company) held itself out to be a paragon of virtue that could provide for the customer’s every need and desire.

Now, we all know that anything that LOOKS too perfect to be true probably IS.

That doesn’t mean we should go around manufacturing problems, there is no need for that – we all have plenty!  The key is to be transparent and resourceful and find ways to meet the customers’ (or clients’ or passengers’ or students’)needs in the best way possible under the circumstances.

We’ve all got problems –

  • Our Internet and Cell phone service went out at the SAME TIME this week.
  • More than a quarter of Memphis is without power today because of major (and unusual) ice storms
  • One charter company we know of had ALL of their pilots out sick at the same time last month.

We share some tips and templates for warning customers about problems we can (or can’t) anticipate, including:

  • COVID-related  protocols and other restrictions
  • Extreme weather events and their impacts
  • Supply chain issues
  • Shipping delays
  • Staffing shortages
  • Hold times/customer service availability