One of the initiatives that ksys group as a company has taken on is increased customer communication.  I think as an IT company we fell into the mistake of other service related companies:

  •  “the customer just want’s it done, they don’t care about the details”
  • “I am waiting to update the customer until there is news to update”

It took a long time to realize this was probably the worse way to handle customer communication.  Turning 180 degrees from this has greatly improved our customer relationships – explaining why things take longer or contacting the customer even when there is no real update has been appreciated by everyone we work with.  This is an objective we are still working with on a daily basis to keep improving.