Years ago, when I was a journalist, I interviewed a business owner who’d won a customer service award, and I learned a really important lesson about customer service. 

He said he hated it when a customer called his company to ask about their case, because it meant his team hadn’t been keeping the customer in the loop and hadn’t been checking in with them regularly. 

His advice for keeping customers happy was to give them all the information they want to know before they have to ask for it. 

If you do that, he said, you’ll reassure your customers you’re thinking of them, and you’ll give them a reason to keep doing business with you.