Managing Expectations for Customers During Disruptions

Sales promised 6 weeks for implementation, and you're on Week 10 already. How do you deal with such a customer delay? Your customer is frustrated. Leadership is asking questions. And you're caught in the middle. Here's what NOT to do: - Apologize for things outside your control - Promise to "speed things up" when you're waiting on them - Accept blame for delays you didn't cause Here's what actually works: 1. Get specific about what's causing the delay: "Let me walk you through exactly where we are and what we need to move forward." Then show them the timeline with their deliverables highlighted. 2. Use this framework: "We've completed [X, Y, Z] on schedule. We're currently waiting for [specific item] from your team, which we requested on [date]. Once we have that, we can proceed immediately." 3. Redirect the conversation: Instead of defending the delay, focus on the solution: "What's the best way to get [specific deliverable] prioritized on your end? Do you need me to explain the requirements to your team?" 4. Document everything: Send a follow-up email summarising what you discussed and what you're waiting for. This protects you and creates accountability. 5. Set new, realistic expectations: "Based on getting [deliverable] by [date], here's our revised timeline. This keeps us on track for your go-live goal." The key insight: Most customers don't realize they're the bottleneck. When you show them clearly what you're waiting for, they stop blaming you and start fixing their internal process. Your job isn't to absorb blame for delays you didn't cause. Your job is to professionally redirect accountability while helping customers get unstuck. CSMs - what's your go-to script when customers blame you for their delays? Share your best approaches below.

I’m not going to sugarcoat it—tech deployments are tough. If you work in technology—whether field deployment, on-site installations, or service work—you know the struggle. Delivering a smooth project and a happy customer isn’t easy. Too often, the biggest challenges don’t come from the work itself but from unclear expectations from the start. When potential hurdles aren’t addressed upfront, the execution team is left scrambling when reality hits. In environments like hotels, retail, and healthcare facilities, the stakes are even higher. Guests expect a seamless experience, stores can’t afford downtime, and hospitals? There’s no room for error. So, how do we navigate these challenges and set realistic expectations? 1️⃣ Clear, Honest Communication From day one, we talk through potential roadblocks—not just best-case scenarios. Setting realistic expectations ensures that no one is caught off guard when challenges arise, because they will. 2️⃣ Smart Scheduling Timing is everything. We work around peak hours—whether that’s hotel check-ins, retail rushes, or critical hospital operations—to minimize disruption and keep things running smoothly. 3️⃣ Unobtrusive Execution Businesses and healthcare facilities can’t just hit “pause” for an install. We stay efficient, work discreetly, and ensure customers, guests, and patients aren’t inconvenienced. 4️⃣ Customer-First Mindset Technology should enhance the environment, not add stress. If things don’t go as planned, adapt quickly—always keeping the end-user experience in focus. 5️⃣ Follow-Through Matters Setting expectations is just step one. You must your work, tackle issues head-on, and ensure everything functions as promised—long after the install is complete. Tech deployments in these environments are never simple, but with the right approach, they don’t have to be chaotic. If you’ve experienced challenges, drop a like and comment below on what your biggest challenges have been. Let’s compare notes and get better together. 🙌

You have to be the first person to tell your client about the screw-up. A timely #failurefriday post. Many of us were impacted by the cell outage yesterday, some lost all modes of communication, others just cell service. My life didn't change one bit. My daughter thought the world was ending. Even though nothing changed for me, I still wanted to know why I could not use the device that I paid for to access a service that I paid greatly for. I had to dig deep to find a DailyMail.com clip about the outage. When I walk my clients through their Crisis Proof Your Business checklist (link in the comments) we plan what happens when we cannot meet our clients' expectations because of a FUBAR. We plan it and we rehearse it. When we discover an event - such as 70% of our clients being unable to use the service we are paid t provide - we have one main rule: ***The Client Must Hear About the Disruptions From Us First*** The message is this: 1. There is an interruption. 2. We apologize for the inconvenience. 3. We are working to restore service as fast as possible. and then keep them updated. Our Crisis plan also includes alternative communications that happen simultaneously (in case our mode of communication is the missing piece.) 1. Update the website (that is the first place I go). 2. Broadcast the message in all formats (autodial, text, social media). 3. Issue a press statement. Let your clients know about the issue in every mode possible. Want to instill loyalty and nurture trust? Build in this practice. Those impacted will respect that you cared enough to let them know. Those not impacted will KNOW that you care for them. CTA - Practice your crisis communications (even you solos). PS - Have you Crisis Proofed your Business? Shoot me a DM.