When a problem occurs in your IT service, you need to investigate the root cause and find a solution. But you also need to communicate with your customers, who may be frustrated, anxious, or confused by the impact of the problem. How can you keep them informed and satisfied during a problem investigation? Here are some best practices to follow.
The first step is to define the scope of the problem, which means identifying what services, functions, or components are affected, how many customers are impacted, and how severe the impact is. This will help you prioritize the problem and allocate the appropriate resources. It will also help you set the expectations for your customers, who need to know what is going on and how long it will take to resolve.
This level of communication takes beyond articulation of problem identification but also a great communication skill and as such empathy. Enumerating the problem nature and difficulties and inconvenience it has caused the customers and the gravity of the impact in ability to deliver for a period of time. Express your empathy and word of courage on when the problem would be sorted permanently and measures you putting in place to avoid future re-occurrence.
This is good but also define what upgrades or changes were done last and when did the problem start. This will help troubleshoot the problem faster incase some changes need to be reverted.
As part of scoping, there is a need to understand how impacted customers are managing the impact of related Incidents - e.g. Are consistent workarounds in place? How sustainable (to the business) are they? Can the workarounds themselves be automated? Regular communication with Customers and other impacted/influential Stakeholders is key.
When dealing with a problem, start by figuring out how big it is and what exactly it's affecting. This helps you know where to focus and how serious it is. It's like making a game plan. Then, share this info with your customers so they know what's happening and what to expect. Clear communication keeps everyone on the same page.
The next step is to establish the communication channels that you will use to update your customers during the problem investigation. Depending on the nature and scale of the problem, you may use different methods, such as email, phone, chat, web portal, social media, or broadcast messages. You should choose the channels that are most convenient, accessible, and reliable for your customers. You should also inform them of the frequency and format of the updates, and provide them with a contact point for questions or feedback.
In my experience, such channels would be established as part of a holistic service delivery relationship managed by the vendor. Post Incident reporting should have mature processes in place to ensure transition from Incident recovery to Problem investigation is seamless, SME engagement and commitment established and delivery channels for stakeholder updates in place. Openness and timeliness are critical when communicating with Client and partnership sought to effectively comprehend Problem investigation outputs, agree remediation plans and execute with confidence.
In mature processes, you might have channels, timeframes etc. agreed with the customer already, then you only need to follow the plan. If you need to create what is effectively a communication plan, get agreement to use it as a template/guide in case there is a next time.
As a product manager, establishing effective communication channels with stakeholders, particularly customers, is a top priority. However, I don't believe that there is only one effective way. In my experience, a tailored blend of methods for each unique situation yields the best results. My favorite is face-to-face conversations with agreed agendas and concise documentation can ensure alignment and clarity. Even email blasts can be effective for broader announcements. So at the end It's about understanding your audience, their preferences, and adapting your communication strategy accordingly.
When tackling a problem, first set up how you'll talk to your customers about it. Think about what's easiest for them, like emails, calls, chats, or social media. Keep them in the loop with regular updates and tell them how often they'll hear from you. Make sure they know where to go with questions or feedback.
The third step is to provide clear and consistent updates to your customers throughout the problem investigation. You should avoid technical jargon and use simple and concise language that explains what the problem is, what actions you are taking, what progress you are making, and what the expected resolution time is. You should also acknowledge the impact and inconvenience that the problem is causing, and express empathy and appreciation for your customers' patience and cooperation. You should also be honest and transparent, and avoid making promises or assumptions that you cannot deliver or verify.
Providing automated updates to linked Incidents is a great way to inform customers & assignees of current status at each stage of the Problem investigation.
Where practical, give your customers the means to respond to the updates (as well as specific requests as per next point). Communication should be two-way. It makes customers feel more valued and helps build relationships. Customers can volunteer information, provide a wider perspective and... well, sometimes they just need to get something off their mind.
Sensitivity on the true nature of the root cause must be sustained and communication should not be myopic on technicalities. Both proposed actions and subsequent updates need to maintain a holistic approach including monitoring, diagnostic quality and assesment of problem Vs SDLC to ensure end-to-end process is verified. For example, heightened UAT may detect issue before promotion into production, but does not tackle a fundamental issue up front in requirements capture.
Stepping into the customer's shoes and actively listening, as well as providing swift responses, are crucial aspects of effective problem resolution. As humans, we deeply value feeling cared for. Despite the advancements in automation that provide rapid awareness, the innate empathy of human connection is indispensable during stressful moments.
When you're figuring out a problem, keep your customers in the loop. Tell them what's going on in simple terms, without all the tech talk. Let them know what you're doing to fix it, how far along you are, and when they can expect it to be sorted. Also, acknowledge that it's a pain for them and show that you understand by being empathetic. Be straight-up about what you know and what you don't. Being honest builds trust, so don't make promises you can't keep.
The fourth step is to involve customers in the solution, if possible and appropriate. This means asking for their input, feedback, or validation during the problem investigation or resolution. For example, you may ask them to provide additional information, test a workaround, or confirm that the problem is fixed. This will help you gather more data, identify the root cause, verify the effectiveness of the solution, and improve customer satisfaction and trust. It will also show that you value their opinion and participation, and that you are working together to solve the problem.
It is important to ask the customer if they had seen this issue before and ask what was done to fix it and who fixed it. Sometimes the customer has the solution, and it can save a lot of time in resolving the issue or problem.
Client (and Vendor) engagement is paramount. If service delivery strategy has been implemented well, a positive collegiate forum should exist and one that should enable a broad assesment of the problem root cause, it's actual impact, suitability of proposed solution and how these meets (exceeds) value realisation for the Client
Involving customers and users (who may not necessarily be the same individuals) in the product development process is crucial for creating successful products. However, it's more of an art than a science. It's not simply about asking customers what they want and building it for them. True customer involvement goes deeper. It's about understanding their businesses, challenges, and goals to co-create solutions that meet their requirements. Through research, early engagement, customer advisory boards, and leveraging technology, you can ensure that your product resonates with your target audience that genuinely meets their requirements.
When you're figuring out a problem with a customer, it's important to include them in finding the solution. This means asking for their thoughts, testing out ideas together, and making sure they're happy with the fix. By doing this, you get more info, find the real issue, and make sure the solution works. Plus, it shows you care about their input and teamwork, which builds trust and keeps them happy.
The final step is to follow up with your customers after the problem is resolved. You should confirm that the problem is fixed, explain what caused it, and apologize for any inconvenience or disruption. You should also thank them for their support and understanding, and ask for their feedback or suggestions on how to improve your service or communication. You should also document the problem, its impact, its resolution, and any lessons learned, and share them with your customers and stakeholders. This will help you prevent or minimize similar problems in the future, and improve your problem management and customer satisfaction.
It's essential to be transparent, empathetic, and timely. Keep them updated regularly on the progress, explain technical details in a clear and understandable manner, and provide realistic timelines for resolution. Additionally, actively listen to their concerns and validate their experiences to build trust and maintain a positive relationship.
During problem investigation in renewable energy projects, communicate transparently with customers by providing regular updates on progress and expected resolutions. Offer clear explanations of technical issues in simple language, ensuring understanding. For example, in offshore wind power projects, inform customers about turbine downtime causes and expected repair timelines. In battery storage systems, explain safety checks during investigations. Timely and honest communication fosters trust and customer satisfaction.
One key missing ingredient in many best practices for communicating with customers during a problem investigation is "Empathy". Product issues can impact both internal teams and end users in negative ways. So, it's not just about finding a technical solution; it's about recognizing the human impact of the issue. An effective product manager understands that empathy should be at the core of communication during problem investigations. It's about understanding the emotions and experiences of those impacted by the issue. By incorporating empathy into communication practices, product managers can foster trust, build stronger relationships, and ultimately, lead to better problem resolution and customer satisfaction.