What happens when the software platform running your entire business suddenly crashes and stays down for weeks? For cleaning business owners using Booking Koala, this nightmare scenario became reality in what can only be described as a customer service catastrophe.

We pull back the curtain on this ongoing crisis that has left service-based businesses unable to book clients, process payments, or maintain their websites for over two weeks. The true failure, however, isn't just technical – it's the stunning lack of communication, empathy, and accountability from the company during a critical moment.

The conversation goes beyond just critiquing one platform's mistakes. We explore essential business survival skills including having contingency plans, knowing how to "pivot" when systems fail, and maintaining old-school backup methods that don't rely on technology. Many businesses found themselves completely paralyzed because they had no alternative systems in place – a dangerous vulnerability in our technology-dependent world.

Customer service emerges as the real differentiator between businesses that thrive and those that collapse under pressure. We discuss practical approaches to handling customer complaints, the importance of taking ownership even when problems aren't directly your fault, and why accessibility (yes, having an actual phone number people can call!) still matters tremendously.

This episode serves as both a cautionary tale and a masterclass in crisis management. Whether you're running a cleaning business, a software company, or any service-oriented enterprise, these lessons in transparent communication and customer-first problem solving can mean the difference between weathering a storm or becoming another business failure statistic.

Listen now to ensure your business never falls into these devastating customer service traps!

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Shannon Miller: cleaningbusinesslife@gmail.com

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