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You know what drives me nuts? When I am ignored, like I’m barely visible. The silence is deafening.

We have a vendor/partner that does very good work. But the people there have a cultural habit that is resulting in my agency deciding to look for new vendors. They go silent.

When we run into a snag, we call or e-mail. They say they’ll check into it. I have no doubt that they’re doing something and trying to figure out the solution. But we don’t hear a word.

We are left waiting. Our client is asking for updates, and we have nothing to offer. We e-mail and e-mail or call and call, and finally we will get an update. I’m pretty sure (and yes, I have asked) that their culture says, “Focus on fixing the problem and then report the solution.”

I want more than that. I want overcommunication.

It’s not that I don’t want them to expend most of their energy on solving the snafu, but I also need them to recognize that I’m in the dark and how uncomfortable that is.

I want a daily update that gives me something to offer our client. I want to know what is working and what still has them stumped. I want anything but silence.

I think one of the most damaging things we can do is ignore a client.

Because in essence, that’s what silence is.

When your clients are in crisis (or perceive that they are), how do you handle it?

What do they want? How do you know it’s what they want? Are you guilty of keeping them in the dark?

Drew McLellan is Top Dog at McLellan Marketing Group and blogs at www.drewsmarketingminute.com. He can be reached at Drew@MclellanMarketing.com. © 2009 Drew McLellan