At It’s Your Time Business Services, we pride ourselves on providing expert support that ensures smooth operations for our clients.
One such client engaged our team to oversee the work of an offshore team member responsible for managing and sending out invoices. Our role wasn’t to handle the invoicing directly, but rather to spot-check for accuracy and ensure everything was submitted by the deadline each month.
Here’s the catch: our hourly rate was significantly higher than the offshore team member’s.
The Challenge:
As the month progressed, we noticed something unusual: the offshore team member had gone silent. No updates. No responses to emails or messages. By the 4th, despite our daily follow-ups, there was still radio silence.
Then, one of our team members came to me with a pressing question:
“What do we do? The invoices are due tomorrow.”
The responsibility was clear: our client depended on us to make sure the invoices were sent on time. Waiting any longer would risk missed deadlines and potentially jeopardize the client’s customer relationships.
The Solution:
Our team said “We’re not going to let the client miss this deadline.”
We rolled up our sleeves and worked late, completing the invoicing process ourselves. We meticulously ensured every detail was accurate and that all invoices were ready to go. By the morning of the 5th, every invoice had been sent—on time and error-free.
The Fallout:
The following day, the offshore team member resurfaced. Rather than acknowledging his absence, he escalated the situation by emailing our client’s CEO, accusing us of stealing his work and unnecessarily driving up costs. The CEO reached out to us for clarification. We walked him through the timeline of events, explaining exactly how we stepped in to prevent a major disruption.
His immediate response? Full support. He acknowledged that we had made the right call.
However, he had one final question: “How much more did this cost me?”
We ran the numbers. Despite our significantly higher hourly rate, the additional cost to the client was just $100.
Why? Because our efficiency and expertise allowed us to complete the work quickly and accurately.
The Outcome:
The CEO was impressed. He recognized that missing the invoicing deadline would have cost the company far more than $100 in terms of credibility and customer trust. He appreciated our quick thinking, diligence, and unwavering commitment to his business.
As for the offshore team member? It became clear that reliability matters just as much as cost—if not more. And that’s exactly why the client had hired us in the first place.
What This Story Shows:
✅ Accountability Matters – When things go wrong, having a team that takes ownership and delivers is invaluable.
✅ Expertise Pays Off – Even at a higher hourly rate, our efficiency and professionalism kept costs low while achieving the desired results.
✅ Client First, Always – Meeting deadlines and protecting our client’s reputation will always be our top priority.
Final Thoughts:
This experience highlights why having a skilled, reliable team is critical for any business. At It’s Your Time Business Services, our technology, processes, and people allow us to step in when needed, ensuring that nothing falls through the cracks—even when challenges arise.