While March was the busiest and most stressful month I’ve had in my limited time here, I learned some very important lessons. Most importantly, I discovered there’s probably nothing my team won’t do to keep our clients happy.
Let me explain.
In December 2012, we signed a lot of new clients. In January and February of this year, all of our managed clients were developing and preparing to launch their surveys. In March, many of these big projects went live. And, in the midst of all this, one of our major clients implemented a technical restriction that rendered the system nearly inoperable for all of their users.
During this period, I was replying to twice the normal amount of email support requests, while spending the rest of my days on the phone with clients or working with the engineering team to resolve multiple serious problems.
There were a few days when the stress of keeping up left me emotionally and physically exhausted. Even then, knowing the next day would only bring more of everything would constantly weigh on my mind. Support took up 100% of my time; there was no room for any other projects. And I was far from the only one feeling the pressure.
But we had to get it done.
Everyone on my team pushed themselves to ensure that each client received the outstanding support we’ve become known for. We eventually found a solution to the technical restriction plaguing that one client and the rest of our big projects were successfully launched.
My point is, we feel your pain. As our client, your work is our work and, when things are broken and your back is against the wall, ours is too. So when it comes to providing you with the solutions you need, we don’t give up and make excuses. We just keep on pushing through.