Sigh

That was the subject of an email from one of my leading 80/20 clients. Time of the email? 5:30 pm Thursday.

Now, younger IndianaShep would have freaked out and acted all chicken little.

Luckily I'm long in the tooth and have more gray in my beard than I remeber, so I immediately sent a meeting invite for the next day (giving myself enough time to research and problem shoot without sinking my other tasks for the day), sent an email recognizing their issues and apologizing, and got an internal projects person prepped for the call.

After listening carefully to my client on the call we resolved the issue and even upsold to a better fit (their need had changed slightly). I held my hand for any discounts or reimbursements (they weren't asked for and didn't seem needed), listened some more, and sent a thank you email after the call (NOT a meetin recap/next steps-although I did that too). Guess what? The client sent a thank you to my PRESIDENT stating their gratitude. 

I feel that's a long way from where we started with a sigh.

Punchline: talk to your peeps, savages! everyone wants to be recognized as a human. It's our most valuable skill. Yeah, I'm talking to you.