It starts off innocently enough. The client calls and requests something. “Of course we can do that for you, Mr. Client. We’ll try to get that back to you by Friday.” The call ends and the project begins. Oops – we forgot to ask all the people involved if they can meet that deadline. The problem is that Staff A is off on vacation, Staff B and C are fully booked since they have to cover Staff A’s work. And, Staff D cannot do the work required without assistance.
No problem. We’ll just call Mr. Client and let him know that it will be Monday instead. And here’s where the bottom falls out.
What you said is not the same as what was heard.