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This article is a little old. The information herein might not be too accurate.

Notifying the customer should be the first reaction, not the last

Getting the message out early when something is effecting your customers, helps everyone out.

You can prove in real time that you’re on it!

When customers know someone is on the case, it will remedy their natural reaction to reach out for help.

An illustration showing a status page communicating with customers.

Say nothing and you create a flurry of emails, tweets, phone calls, or taps on the shoulder, all of which hinder the process.

Challenge how you deal with this sort of thing as it happens, while working on how to get your notice out first.