A Single Point of Contact

Some of my clients themselves have customers to whom I provide a troubleshooting service. In such cases, I am seen by the customer as the supplier, and I provide a complete service as if I am that supplier. This frequently involves identifying and resolving issues that have nothing to do with the system that I built for my client. Examples include

• Poor internal communications at the customer site
• Faulty hardware from third party suppliers
• Unsatisfactory mains electrical power
• Water ingress into electronic signs

In all cases, I explain the issues to the customer and agree a plan of action. This usually means consulting third parties to rectify the issues under their control, and communicating the agreed actions and timescales to the customer.

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