I talked with a client the other day who commented to me that her company’s ‘best product is a good crisis’ – something they serve up internally and to clients on a regular basis. Best of all ‘it’s free!’ she explained.  They are lucky they have a product with high switching costs, but that will only sustain them for so long – their percentage of churn at the end of a contract is increasing at an alarming rate.

Clients don’t want you to be a hero and exceed their expectations by your amazing response to crisis. They want reliable, dependable, wonderful service and products that meet their needs and expectations and don’t create anxiety and tension where it isn’t needed.  Think about how much time your company spends responding to crisis versus just doing things right.  Do you have ‘crisis addiction’?  Might be time for an intervention….  sound the alarm if that’s what you are good at doing!