You're handling incident resolution with clients. How do you avoid making promises you can't keep?

Always ensure you have right skill team available to work on said incident and that will take care of most of issues and then once we have assessment of the issue then realistic timelines and timely communication should follow and always there has to be partnership based approach where stakeholders have complete transparency on what is happening and who is doing what assuming they have a mindset to contribute to solution or taking care of their stakeholders while experts work on solution.

To avoid making promises you can't keep, clearly communicate the steps you're taking, set realistic expectations, and ensure you understand the issue fully before committing to a resolution timeline or outcome.

The worst thing any manager can do is to draw conclusion on insufficient or scanty information. Keep your emotions and reactions under wraps. Ask for a full report and or have the incident investigated without undue delays. In the meantime, be honest with your clients and assure them that the matter is receiving attention and that you are personally or have assigned a responsible person to handle the investigation and that you will share feedback once done. Avoid trying to please customers by shouting at your staff in front of them. Keep your word about keeping them updated. This shows your character and earns you the trust of your customers. Assure your team of fairness in handling the incident.

Working closely with Legal Retainers and strict adherence to the contract terms is absolutely crucial for any communication and commitments to the client during an incident.One should always remember transparency and integrity will help strengthen the trust and confidence.

Transparency is key, timely and consistent updates become crucial, laying out the action plan of what is possible vs. not is epitome. To state a cliché Clients are humans and they understand the business (if not better) just like we do, so when you are making false promises that is when they would have more questions mostly stemming from feasibility. If it is something that has larger impact, get your leadership on board and ensure Clients know that their issues and concerns have the right level of visibility. This has been working for us for all this while keeping our Client’s trust intact and giving teams the credibility on putting in sincere work.

- When we look at the goals and assessment for first thing which comes to mind is to restore with workaround [ the workaround must be simple, acceptable by users and should able to manage restoring the business as usual. However it must also look at the efforts and time it's going to take. Based on the effort and estimated time the right tech and business people must be informed and support has been taken

Unrealistic expectations of an under-developed/funded infrastructure has been a huge culprit for a lot of businesses lack of scalability in my experience. A company has to be all in by committing to the correct solution for their needs regardless of expense or they will waste staff hours, cash flow, and resources until they do. Tech is the backbone of our society now!

Setting realistic goals can be very difficult during a client impacting incident, or directly following. The pressure is on to ensure the incident is fully resolved and does not happen again and more often than not the situation can become political and even emotional. The key to avoid setting a goal that is not obtainable is to fully understand the budgetary impacts of potential solutions. As mentioned under the previous sub-question, providing the timeline of events upfront typically steers the conversation in a logical direction avoiding emotional decision making. Always maintain flexibility in the pathway to a solution, this requires staying hypothetical and avoiding rigidity with any possible solutions until they are fully tested.

In my opinion, after assessing the incident, it's crucial to set attainable objectives for resolution, clearly communicating what can be realistically achieved based on the issue's complexity and team resources. Managing client expectations is vital, achieved by providing a transparent, step-by-step plan outlining actions and timelines without committing to a fixed resolution time unless certain of its feasibility. This approach demonstrates professionalism, establishing a practical timeline for both parties, and fosters trust by acknowledging uncertainty and pledging a meticulous investigation, rather than making assumptions, to ensure a successful resolution.

Executing to a pre-designed plan is important to avoid the "it will be fixed in 10 minutes" syndrome. Too often, the "It will be fixed soon" communication leads to paralysis, sometime preventing recovery plan execution by hours. All for the hope of 10 minutes.

When it's come to communication there are two level of communication one is to ensure the latest progress and its impact are being periodically monitored and updated to Business folks however the tech also to be engaged effectively to get the right kind of support on time

In my view, effective communication is the bedrock of successful incident resolution, necessitating regular updates to keep clients informed, even if progress is minimal, to demonstrate proactive engagement and transparency. Using plain language, free from technical jargon, ensures clarity and comprehension, while succinctly conveying the current status and next steps reassures clients that their issue is receiving meticulous attention, fostering trust and facilitating a smooth resolution process.

Es ist wichtig nicht nur zu beschreiben und zu besprechen was in dem Auftrag, bzw. dem Projekt enthalten ist, es ist genauso wichtig offen darzustellen was nicht enthalten ist. Durch diese Umkehr wird oftmals auch dem Kunden klarer was er bekommt und nicht selten wird dann noch einmal der Angebotsumfang nachjustiert. Wichtig: Verspreche nie was du nicht halten kannst und halte was du versprochen hast!

Clearly communicating the restoration activities and progress helps clients make the necessary business decisions and execute their continuity plans.

Encoraje o cliente a fornecer feedback ao longo do processo. Isso n?o só ajuda a garantir que as expectativas estejam alinhadas, mas também pode fornecer insights valiosos para melhorar o servi?o.

Navigating client relationships in IT operations can be a delicate balance. One time at work, we faced a critical system outage that required immediate attention. Instead of making unrealistic promises, we focused on transparent communication, leveraging our team's expertise to set clear, achievable timelines. According to a report by ITSM.tools, establishing trust through honest updates can enhance client relationships, as it fosters a sense of partnership (ITSM.tools, 2023). In my experience, sharing knowledge and involving clients in the resolution process not only avoids overpromising but also empowers them. How can we further enhance this collaboration to ensure client satisfaction?

In my view, when faced with complicated incidents, it's crucial to consult with specialists or skilled team members, whose proficiency can provide a more accurate assessment of the resolution timeframe and prevent unrealistic promises, and clearly explaining their role to the client offers extra assurance, demonstrating that the incident is being addressed with seriousness and managed by competent authorities, thereby building reliance and faith in the resolution outcome.

Meeting the status quo in daily IT services and security is a basic step required as an IT leader, but it is not good enough to keep customers and handle evitable incidents. In order to meet client demands, and truly recover from an incident you must have experts available 24x7 every day of the year. Incidents often happen off-hours, in middle of the night, or weekends. If you don't have these experts on staff, then you need consultants already pre-contracted to fill this role. Don't wait until an incident happens and try and find one last minute! If organizations don't have client-facing, Sr. IT staff members with a developed relationship already in place, they will lose trust when it comes to incident recovery.

In my experience, effective incident resolution hinges on transparent communication. One time at work, we faced a major outage; instead of making unrealistic promises, we established a clear timeline and provided regular updates. This approach not only managed client expectations but also built trust. According to a study by the Harvard Business Review, companies that prioritize transparency see a 30% boost in customer satisfaction (HBR, 2020). As IT operations evolve, adapting communication strategies is vital. How can we further enhance our client interactions to ensure clarity and maintain strong relationships? Let’s continue this important conversation!

In my view, after every interaction or milestone, it's vital to conduct a comprehensive reevaluation of the circumstances, considering any changes or new elements that could impact the resolution timeline, and through ongoing reappraisal and tactical adjustment, you can preemptively address potential obstacles, preserving the flexibility to modify commitments accordingly, ensuring they remain pragmatic and congruent with the evolving situation.

In my view, it's crucial to stay agile in your approach to incident resolution, as IT environments are perpetually changing and unforeseen intricacies can surface, and by being amenable to modifying your approach and timeline, you can accommodate these shifts without reneging on your promises, while prioritizing precision and comprehensiveness to ensure that swift resolution doesn't come at the expense of accuracy, and that the client's issue is resolved effectively and durably.

Reconhe?a que imprevistos podem ocorrer. Deixe claro que o plano pode ser ajustado conforme necessário, mantendo sempre o cliente informado sobre quaisquer mudan?as.

Maintaining flexibility in incident resolution is crucial for building trust. One time at work, I faced a major outage with a client expecting immediate solutions. Instead of making unrealistic promises, I communicated transparently about our process and potential timelines. This approach not only eased their anxiety but also strengthened our relationship. Research by McKinsey highlights that flexibility in IT operations can reduce incident resolution time by 30%, showcasing the importance of adaptability (McKinsey & Company, 2023). By prioritizing clear communication and setting realistic expectations, we foster collaboration and ensure long-term success. How do you balance flexibility with accountability in your operations?

IT ist einer fortw?hrenden Ver?nderung unterzogen. Und der Kundenbedarf ?ndert sich auch oft dynamisch. Gerade bei l?ngeren Aquisephasen und Projekten ist es wichtig flexibel mit diesen neuen Bedarfen umzugehen und den Kunden so unterstützend in seinem Tagesgesch?ft zu entlasten.

La vida es dinamica y no tiene un manual. Porque un proyecto seria lo contrario. La flexibilidad es crucial para mantener y adaptar, dentro de parametros razonables. Escuchar, comprender, evaluar, consensuar y comunicae como un ciclo constante. Es por ello que el rol del product owner es tan importante, la gesrion del cambio y la incertidumbre.

1. Communicate boundaries between stakeholders clearly 2. SLAs are additive and have master SLAs flow down with all stakeholders SLAs 3. Resolution most often behaves differently with time hence document variability of load over time for performance related issues 4. Document whether it’s a temp or permanent fix 5 Security related incidents follow additional checks and have those retested 6 Real time Observability and operational resilience follow metrics across - nodes pods cluster data pools storage pools control plane ingress traffic ephemeral components. 7 Certificates and services have shelf life and in a cloud native system incidents around failures due to service oriented systems must have clearly documented resolution process

In my experience, below are the 4 steps that helps when dealing with an incident resolution. 1. Be Honest in communicating what are the knowns and unknowns in a simple language. Set communication frequency based on the priority and the business impact. Know the internal and external factors impact. 2. Always have buffer time in the plan - By having additional time in the resolution commitment, it helps to bridge any hiccups that are arising from the unknown factors. 3. Incident response plans: Clearly articulate the response plans with the ETA. Use measurable numbers where possible, which will enable the client to understand the recovery plans. 4. Strengthen the Trust. Show ownership and passion to keep the trust intact.

To avoid making promises I can't keep during incident resolution with clients, I make sure to stay Informed, keeping track of the incidents progress and update the client regularly to manage their expectations. Keeping a documented log of incidents and resolves of these requests can insure a more accurate account of what the client is expecting and whether or not it can or cannot be delivered.

Carefully assessing the issue and its scope, realistic expectations and timelines are clearly articulated. Transparent communication ensures that what can and cannot be delivered is clearly understood, focusing on solution-oriented approaches rather than making promises. Thorough documentation and diligent follow-up on commitments foster trust and ensure a successful resolution. This maintains a high level of professionalism and upholds the principles of transparency, accountability, and effective communication.