When Clients Complain: Why Relying on Escalations is Too Late for a $5M Business
If the first time you hear about a delivery problem is when a client calls to complain, then your quality system actually failed two weeks ago. Here’s what actually happens. First, the client’s project misses a milestone, and the team notices. Immediately, someone says, “We’ll fix it before the next check-in.” However, that fix doesn’t […]