Like you did in sales, you need to do the same with operations. Break down every step in the process from receipt of order to delivery to client & beyond. At each stage investigate how you can improve the level of communication with the client. Believe me, from the client’s point of view, no news isn’t good news, and silence isn’t golden. The client perception, the lack of communication is you avoiding an issue. Once the negative thoughts take root it’s hard to win back confidence, so make sure you build great client communication into the workflow.