When I get a call from about a problem I’m encountering, when I have reached out the company instead of having to call them myself – that is golden.
Not because I demand that they call me, but because I know they want to help me work through the problem, get to the other side and keep using their software and product.
When working on a customer’s problem, I try my best to chase them down too – can we schedule a time to work on it, can you send me logs, are there screenshots, what were the steps you were doing at that time.
The work itself might get pushed out a week or more, but at the very least they will know they won’t have to chase me to fix something I built for them, that they paid for.
Don’t make your customers chase you when they need you most.