We recently moved a client onto a new phone system. On paper it was a few weeks’ work. In reality it took months.
Very little of the delay was down to us, or to our client. We were waiting on the network provider. Again.
If you’ve ever been through something like this, you’ll know how it goes. Dates get agreed, then quietly move. Emails go unanswered. Every other week there’s a new name on the case, and each new person needs the whole story from the beginning. You feel like you’re back to square one.
The person on the other end of the phone
While all of that was going on, there was a business on the other side of it. They had staff answering calls, customers expecting to get through, and a day job to do. They hadn’t signed up for a months-long saga. They wanted a phone system that worked.
Their patience was wearing thin. Fair enough. So was mine.
The update nobody wants to send
Some weeks, the only honest update I had was “still waiting, I’m sorry.”
That’s not an email anyone enjoys sending. It feels like admitting you’ve got nothing. It’s tempting to wait until there’s real news, so you can lead with something positive.
I sent it anyway. Every time.
Why silence does more damage than bad news
When a client hears nothing, they don’t assume things are progressing quietly in the background. They assume they’ve been forgotten. They start to wonder whether anyone is chasing it at all, and whether they made the right choice.
A short, honest message changes that. “No movement this week, I’ve chased them again, here’s where it stands” tells them three things: you’re still on it, you haven’t forgotten them, and you’ll tell them the truth even when it’s not what they want to hear.
Silence is where trust goes to die. Regular updates, even boring ones, are how you keep it.
What I’d say to anyone managing a project that depends on someone else
Most IT and telecoms projects involve a third party at some point, whether that’s a network provider, a software vendor or a hardware supplier. You can’t control their timelines. You can control how the person relying on you experiences the wait.
- Update on a rhythm, not just when there’s news. A regular check-in, even with nothing new, stops people filling the gap with worry.
- Be clear about what you know and what you don’t. “They’ve promised Thursday, but they’ve moved dates before” is more useful than a confident date that slips.
- Keep the same person on it. If your client is dealing with a revolving door at the supplier, the least you can do is be the one constant.
- Don’t pass the frustration on. Your client doesn’t need a running commentary on how difficult the supplier is being. They need to know you’ve got it in hand.
If you’re planning to switch phone systems
A few things worth asking before you start:
- Who else is involved in the switch, and which parts depend on them rather than your provider?
- What’s a realistic timeline, and what usually causes delays?
- How and how often will you hear about progress?
- Who is your single point of contact if something goes wrong?
You won’t always get a perfect answer, but you’ll learn a lot about how the project will be run.
Where it ended up
The new system is live. The client is delighted with it, and they’ve already asked what’s next.
I couldn’t fix the network provider. Nobody can. But I could make sure the people relying on us never felt forgotten along the way. In my experience, that’s what people remember long after the go-live date.
Thinking about a new phone system, or looking for an IT partner who’ll keep you in the loop? Get in touch on 01324 808741 or book a free chat.
