Originally published August 20, 2018
Never, ever allow your customer to be surprised.
If your project manager is going to send a revised date, give the sponsor a heads up.
If you sales team is going to a new project’s pricing, make a quick call first.
If you’re releasing a new feature to the market, give your existing clients a sneak preview.
If you had a support issue, get in front of it before it boils over.
If you’re going to be in their city for a few days, let them know.
If you aren’t controlling the narrative, then the narrative will control you.