When Things Break, Clarity Keeps Everything From Breaking Down

When companies clearly explain what went wrong and what steps will fix it, customers are far more understanding—even if the outcome isn’t ideal. Clarity turns complaints into learning moments and opportunities to strengthen relationships.

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Clients like to know we can solve their problems. It doesn’t matter whether it’s on our side or theirs, they want to know we will work HARD for a solution.

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Back in the day, we had our own proprietary software we used to show and display our clients' storytelling. We’re creatives, not coders. We hired coders that we entrusted with our client work.

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When the software went down, or we struggled with browser updates, we made sure they knew they could call us anytime, day or night. Most of the time, we were able to fix and support what happened. If we weren’t, we gave frequent updates and steps we were working on. Sometimes it even meant putting up a temporary page that said “we’re working on issues”. 

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The original platform, in various stages, stayed with us for over 15 years. We finally found an existing software, supported by a large development team, that can be customized to fit our vision. We also have the best coders that help us with the customization we desire to achieve.

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I think we all sleep a little better these days.