“Identical Twins, Roselle, New Jersey, 1967”, Diane Arbus.
Customers need to know you are authentically and earnestly “there”. One employee per project is rarely a good idea. Think in terms of twos. Have a second person (at least) for everything.
Two (2) Things about Thinking in Terms of Twos:
1. Staffing. If you are a services professional, any project you do for a customer, buyer or client should have at least two (2) professionals assigned to it. It doesn’t matter how small or big the project is. As your co-workers are often traveling, in meetings or are otherwise unavailable, customers who call or e-mail deserve to have more than one member of your office 100% knowledgeable and current on any project. If it’s a small matter, just don’t charge for it. Trust us on this.*
2. Written Communications. Start this regime on both ends of your communications. Get both your staff and customers to buy into it. Invoices, letters, e-mails or Anything Written–to or from your office–should always be addressed to (customer end) and received by (your firm’s end) two (2) human beings. In addition to the reasons given above in Item 1–i.e., for communications received by your office–writings by your firm TO your clients or to any of their agents should copy two (2) humans. Or you will be an Administrative Screw-Up. Reason: Main contact points for customers, buyers and clients also get busy and unavailable. So copy one other human who assists the contact, client rep, GC, in-house person or accounts payable folks whenever you can do it.