
I value your business. Even though, at this moment in time, you probably don't think much of such a statement. I don't blame you, it's the kind of thing that's usually thrown around quite lightly. In this case however, I'm aware of the fact that you're unhappy, and it concerns me. Why? Firstly, because I don't like disappointing people, and secondly because your being unhappy affects the long-term future of my business and the people involved with it. This means that I have a responsibility that cannot be shrugged.
In matters of business, one needs to work at things just like you would in any other kind of relationship. One of the important things here is that communication needs to be open and honest. The reality is that it mostly isn't. What really needs to be said gets muddled in jargon, inefficient official language and a fear of being seen as unprofessional if any personal tone of voice (or writing) is used. This fear is quite silly really. Ridiculous, even. Being professional is not a fickle thing. True professionalism is not so shallow that it can be undermined by one or two breaks from convention. It's an underlying mentality. With that in mind, I'd like to offer an open apology.
I'm sorry that we've been slow when responding to your questions, when solving your problems, even when scheduling that initial meeting to see how we could help you. I realise that this frustrates you; and would like you to be aware that the frustration is mutual. You see, when we devised this new packaged project offering of ours, we had a hunch that we were onto something good. We thought "hey, this could work well, let's give it a go". What we didn't realise was just how positively people would react...
And so, while we're very happy with the amount of demand we're receiving from people like you, we're also very aware of our capacity to deliver. Not just to deliver, but to deliver at the level that we've become proud of and known for. It's a quality thing, and quality is not negotiable for us. Unfortunately for the capacity aspect, people with the skills required to build and deliver the specific things we're offering aren't all that readily available. We're growing our team to better serve you, but we're only able to grow it gradually - to be honest, we prefer it this way; it means we can keep a firm hold on the quality element.
So here's the thing: While we gear ourselves to be able to keep up with what you're asking of us, we'd really appreciate your understanding. When we don't call back immediately, please remind us. When we can't schedule a meeting quickly, please bear with us. When we take a day longer to resolve a technical problem, please be patient with us. We really are excited about moving towards being faster, friendlier and more accessible to you, but we need your help in getting there. Thanks for your business, we really do appreciate it!