Say it the week it happens

If something is under water, you hear it that week. Not in the monthly report, not after another invoice, not once we have found a way to frame it.

This is easier to write than to do. Telling a client that the thing they were excited about is not working, in week two, is an unpleasant conversation. Having it in month three, with three invoices paid, is worse for everyone.

The version we hold ourselves to

• Problems get named the week they appear, with what we intend to do about them.
• If we cannot fix it, we say so before the next invoice goes out.
• If your account does not need us, we say that too — including on the first call.

Back to all seven.