Your team is facing persistent performance issues in the cloud. How do you handle a frustrated client?

First, is being communicative with your customer. This initial communication can be done during weekly operations such as recurring meetings or messaged based channels. Second, is understanding where the performance issues are and if it has a wider system impact. Third, documenting performance issues. This can be done by opening a Jira ticket and making the customer aware that root cause analysis is being conducted, and efforts are being prioritized and documented. In my experience being both open about the performance issues and communicative will alleviate major concerns regarding system impact and can lead to better client trust and show overall commitment to reach a resolution.

To handle a frustrated client facing persistent cloud performance issues, first acknowledge their concerns and empathize with their frustration. Provide a clear, transparent explanation of the issue and the steps being taken to resolve it. Offer regular updates on progress and any interim solutions to mitigate impact. Ensure that you actively listen to their feedback and demonstrate commitment to improving the situation. Once resolved, conduct a review to identify root causes and implement measures to prevent recurrence, and follow up to reaffirm their satisfaction with the resolution.

When dealing with a frustrated client due to persistent performance issues, the first step is to acknowledge their concerns. Actively listen and empathize with their situation to show that you understand their frustration. Validate their concerns without becoming defensive to create an environment conducive to constructive dialogue. This approach helps de-escalate tension and builds trust. Reassure the client that their issue is a top priority and that you are fully committed to resolving it as efficiently as possible. This commitment demonstrates your dedication to addressing their needs and restoring their confidence in your service.

Acknowledge and Empathize: Listen to the client's concerns. Show understanding and empathy. Gather Information: Ask for specific details about the performance issues. Review relevant logs and metrics. Communicate Clearly: Explain the steps you will take to resolve the issue. Provide regular updates on the progress. Troubleshoot Systematically: Identify potential causes (e.g., resource limits, misconfigurations). Apply solutions (e.g., scaling resources, optimizing configurations). Follow Up: Confirm the issue is resolved to the client's satisfaction. Discuss long-term solutions to prevent recurrence

Once you've acknowledged the client's concerns, the next step is to dive deep into the technical analysis. Start by thoroughly examining the cloud infrastructure to identify the exact cause of the performance issues. Use monitoring tools to track resource utilization, response times, and traffic patterns. Approach this analysis methodically, documenting every step to ensure nothing is overlooked. Sharing your findings with the client can help demystify the problem and show that your team is proactive. This transparency demonstrates your commitment to resolving the issue and keeps the client informed throughout the process.

Once you've identified the root cause, swiftly implement fixes such as optimizing configurations, scaling resources, or applying patches. Clearly communicate the planned actions to the client, including any potential downtime or service disruption. Transparency helps manage expectations and involves the client in the resolution process. Explain the rationale behind each action and provide a timeline for improvements. Regular updates can reinforce client confidence. Involve the client in minor decisions to enhance trust and ensure their input. Outline steps to prevent future issues, demonstrating commitment to long-term reliability and continuous improvement.

Customers don’t want lip service they want results. 24 by 7 cloud offerings need to be available 99.995 for performance to be acceptable, that’s 20 minutes of planned downtime a month. If you’re having performance issues the only thing the customer wants to know is when will that happen. If your client is F500 and you don’t perform, they are gone. Thats simply the price of admission. Vin Deschamps (former CEO of Echopass, acquired by Genesys Labs)