Es una falsa expectativa que un sistema no tenga problemas técnicos. Microsoft, Meta, AWS, SAP, Oracle, NASA, Space X, todos los grandes jugadores del mercado tienen problemas y hay que normalizar esto. Si estos "gigantes" tienen problemas, por qué los demás proveedores no? -Lo que no quita, sea proactivo con la comunicación acertada. -Responsabilizarse y generar planes de acción. -Cumplir con sus ANS. Pero piense: ?Cómo puede superar las expectativas? ?Cómo agregar valor?

When facing a technical setback with a client, transparency and open dialogue is absolutely key. Own the mistake and then lay out a comprehensive plan on how to resolve the issue and include a timeline. Fix it. And then, don’t mess up again or else the trust will be broken forever.

To regain trust and loyalty after a technical setback with a client, first, acknowledge the issue transparently and take responsibility. Communicate clearly about the steps being taken to resolve the problem and provide regular updates. Offer a solution or compensation if appropriate, and emphasize your commitment to improving the client’s experience moving forward. Finally, ensure consistent follow-up to demonstrate that their satisfaction is your priority, reinforcing your dedication to their success.

When facing a technical setback with a client, I would immediately acknowledge the issue, take full responsibility, and provide a transparent plan to fix it. Open communication is key—I’d keep the client informed about progress and timelines. Additionally, I’d explain steps I’m taking to prevent future issues, showing commitment to their success. By delivering a swift solution and maintaining transparency, I can rebuild trust and reinforce long-term loyalty.

First, provide a post-mortem both internal and external. Ask yourself and your team - How did we end up where we are? Second, don't point fingers (especially if the client dropped the ball) - even the largest of organizations experience technical setbacks - have empathy when discussing human error with stakeholders. Understand what took place and provide an action plan as to how to prevent future situations from repeating. Ask the client about the impact this technical setback had and uncover ways to provide additional value (whether within the scope or for a limited-time offer) as a proactive way to restore the ongoing relationship. We all make mistakes... but what did we learn from it?