Q: What is the best way to tell relatively new clients that you’ll be away for 1 week?

This may be controversial, but I say — you don’t.

If it’s an important client, then you have two choices:

  • Hire a customer success lead and then team. Then it’s their job to manage the accounts 52 weeks a year, and back each other up during vacations, sick days, etc. They become the front line with new clients.
  • If there’s no one to do that — then it’s you. You have to be there. If you are so small there is no one in support or success yet, then those customers are critical. You have to keep them. You can’t disappear for a week.

Bring the laptop.

And before the next time you go away, hire someone good in customer support or customer success.

So you can get away.

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