When a client signs up for business phone services, they have a certain expectation regarding the quality of the phone system they get. You can do everything in your power to make sure they get what they want, but if you don’t keep those commitments then ultimately you lose that relationship. If a client wants a call centre from 8:30-5 Monday through Friday, then when does he/she expect the call centre to close? When should employees be at work? How many hours per week will be required? If you haven’t set these expectations verbally, put them into writing in your contract.