The Day My Assumption Came Back to Bite Me

Customers are more likely to trust a brand that communicates transparently. Clear explanations of processes, pricing, or policies reduce uncertainty and make customers feel in control. Trust, once built, leads to loyalty and repeat business.

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Still today, after a LOT of years supporting customers, I still make mistakes in assuming.

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I was on a recent “newer” client call. Their team is vast and we’ve met and worked with a number of people already. Getting to know the hierarchy of such a team can be confusing or easily assumed. I did just that, I “assumed”. After a recent call, we moved forward with a project neglecting to notify and/or update the entire team of the decisions as to how we would move forward. I don’t recall consciously thinking it, but assumed the team we were with last would update the rest of their team.

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They didn’t and it left us in an awkward position. The client wanted answers, rightfully so, and the only thing I knew to do was take responsibility for it and make sure it doesn’t happen again.

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I didn’t offer an excuse, just that I didn’t know at the time to be the one to report back, and will make sure it doesn’t happen again.

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The client made it easy on me. She didn’t go on and on and accepted my response. Since they are “new” to us, I don’t have that emotional bank account built up you have with your veteran clients. You know the ones you can be totally transparent with, they know you personally, and vice versa.

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Always glad to have the opportunity to learn . . . even after all these years.