A hosting transition accidentally disabled all email accounts for S&D Plumbing in Austin. The speaker apologized immediately, explained what went wrong, and fixed it fast enough to keep the client's trust and the relationship intact.
So a good example is one of our longtime clients, S&D Plumbing out of the Austin, Texas market. Love that family. When we took over their account, we switched the hosting and we changed the email settings. This was while we were still kind of green. We didn't know, we didn't like really pay close attention to email settings. And this was a large company with dozens and dozens of email addresses and things like that. And so all their email went down, and their internal communications wasn't working, and they were pretty upset, right? And I had to hop right on that meeting and say, hey, I'm really sorry. Like, here's like what we did. Here's how we're gonna fix it. And we owned it. And because we owned it, and because we worked quickly to resolve the issue, they were a longtime client, and we had a great business relationship together.
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