Communication is everything!

After some maintenance on their server last week, 1-Grid had problems with authentication for users of Apple devices. Now obviously those problems should not have happened, but they did and the result drove us mad as we had a fault report every few seconds. I raised a support ticket on a Saturday morning and a technician called AJ sprung into action, found what the problem was and gave me advice for a temporary solution, which was effective on MacOS equipment but not on iOS (phone and iPad). He told me that he had contacted their supplier for urgent assistance and a permanent fix and I asked him to please get back to me when this has been done. A few hours later, his colleague Zuan reported that the issue had now been fixed and asked if I could please confirm that 'on my side'. What was really impressive was not only that they solved the problem effectively (after all, that is their job), but how they kept me informed and communicated clearly (after all I'm not a 'techie') on progress until we had agreed that all was well. I think many businesses can learn from that: communication with your clients is everything!