It’s 8:49 on Monday night.
Steph’s gonna kill me.
I should already be in bed.
Tomorrow is probably gonna be a little rough. (I promise to attempt cheer.)
I’m the 911 Operator
for my clients.
Basically, if one of them has an emergency, ultimately, the buck stops with me.
If they need help when everyone else is off, I’m the helper.
It’s my job to own the problems.
It’s my job, sometimes, to step in and say, “I will fix this and I will fix it NOW.”
That’s what my company and I stand for.
If you call the number for the red phone, we will pick up.
(You’ll incur an emergency service fee or a rush fee but, if humanly possible, we will pick up the phone and we will fix it.)
Today I needed to answer the red phone.
That’s not how I work all of the time, or even most of the time. That’s not a sustainable way to work 24/7/365, and my team and I try to avoid it whenever possible.
It is, however, a service we offer. “Red phone service.”
What service did you purchase?
Do you have someone that will pick up the red phone for you?
Not all web developers, email marketing professionals, business coaches, copy writers, IT people, banks, dog walkers, landscapers, contractors, graphic designers, customer service reps. . .
no service providers
offer the same service.
Some will always work on an emergency basis. Some never will. Some charge a fee. Some don’t.
The question nobody ever asks me:
“What do I do if there’s an emergency?”
And I think it’s one of the most important questions to ask any new potential service provider when you’re evaluating proposals for new projects.
Most people ask about:
- Cost
- Reputation
- Testimonials
- Look and feel
- Timeframe
- Cost
- Cost
- Cost
(You get the idea. And those are definitely important factors.)
What I always want to know is: “What do I do if there’s an emergency?”
I want to know, “Who will own this problem with me?” and, if so, what are the rules? The costs?
Now, you might not care if your service provider says, “Don’t call me. I don’t offer that service.”
It’s better to know that from the start, though, and factor that into your decision making.
Fun & Useful Links
Two newsletters I just love. I know you’ll love them, too.
Amy Stewart’s monthly newsletter.
Soooooooo fun and full of interesting links and classes and books and more.
Jane Friedman’s “Electric Speed”
There are so many digital tips in her newsletter that instead of saying “here are my tips” this week, I’m saying “Here are her tips.”
It’s time for bed.
I’m turning my ringer off for the night.
If you’re so inclined, write back to me and tell me about the wildest emergency problem you had and who solved it for you. I’m curious.
‘Night
