Recently I've found myself in my customer's shoes. I'm waiting on a promised follow-up from a representative at a Very Big Company on a problem related to a piece of my own technology. It's not a 911 situation any more- the first couple of days were- but since it's now day 16 without resolution, I had to take steps to get back up and running while I keep waiting. They still owe me a resolution- which is really critically important to me, because it involves some data that's mine and that I really want. This has been a good reminder to me why I'm always evangelizing the "TechRoom Wake-Up Call" across my company.
I require my technicians call every customer they have an open engagement with, every morning starting at 8:30 and no later than 9:30 with an update. When one wakes up, the fog clears, you look at your calendar, then you start remembering all the things that are "open loops" that need resolution. The TechRoom morning wake-up call, as we call it internally, is the way to help get ourselves off the customer's list before they even start thinking about their list. And it's a gift of time and respect back to the customer- for them to call us would mean they have to stop and work the inefficient route of navigating their way through a phone, a person, etc. to the technician, would may not necessarily be instantly available. Instant satisfaction is important to customers- so the morning wake-up call is really important. I pick all my vendors this way, from my vet where I take my cat to my accounting resources, etc.
No one understands just how important something is to you- but a proactive update from a service provider means they just may realize how important it is.