Have A Sense Of Urgency

I recently accompanied a young colleague on a client visit and something interesting happened that highlighted the importance of acting with urgency. During the meeting, our client brought up an issue they were facing when using the product—a problem that was causing them some frustration.

My colleague, wanting to respond professionally, assured the client that he would check with the internal service team and get back to them. While his approach was reasonable, it lacked the one thing that reassures a customer in moments like these: promptness.

Sensing an opportunity to make a positive impact, I stepped in. I acknowledged the concern immediately and suggested we try to resolve it right there. I called our internal service team in front of the client, explained the issue, and asked for clarity on how to address it. Even though the problem wasn’t resolved on the spot, taking ownership, showing urgency, and involving the team in real-time sent a clear message to the client: We care, and we are committed to fixing this.

After the meeting, my colleague remarked on how much the client’s mood shifted. They went from being frustrated to appreciative simply because we demonstrated that their problem mattered enough to act on it immediately.

Moments like these are powerful. You build trust and confidence when you show urgency in addressing a client’s concern. The client feels valued and knows you’re invested in their success. Delaying action—even with good intentions—can make them feel like just another ticket in a queue.

I hope my young colleague took away an important lesson from the meeting. When faced with feedback or issues during a client interaction, don’t defer action. Even if you don’t have all the answers, taking that first step to address the concern immediately shows you care. In the client’s mind, it’s not just about solving the problem—it’s about how much effort you’re willing to put into solving their problem.