Guessing is not a strategy: How to build decision velocity with AI and real-time data
June 10, 2026 | Live Webinar
Extreme Customers, Extreme Service
Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.
There are times when that “special customer” makes it necessary to resort to extraordinary methods in order to satisfy their needs. Whether it is the customer itself or some nuances that exist only in their domain, it is the same problem--dissatisfaction.
It may not be your business practice to accommodate all client crisis points. It’s a resource and money pit to eliminate every little bug and tweak every little feature just to meet minor needs. At some point though, the image of your product, service and organization may be at stake, owing to market perceptions of customer relations.
Bad client reviews travel faster than a speeding bullet. If a situation is deteriorating rapidly, it’s time to explore some extreme customer service options.
Outside the Box
How do you normally turn around a bad situation? Standard responses work most of the time, but sometimes it requires thinking beyond what has been a traditional reaction, even before you have exhausted all possibilities. This also often means enlisting outside aid, a fresh perspective and trying something that may seem out of line with any preconceived notions you have about service. It is risky, but based on the demands and nature of the clients you are working with, it may be a necessity.
Take for example the state of Washington. About a year ago, they were in …
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"Life is a great big canvas; throw all the paint you can at it." - Danny Kaye |