When something’s not working, we try to fix it fast. And customers usually take those notices pretty well, like, sorry about that, we’re updating everything now and it’ll all work fine. But after our own update, it still didn’t work. That probably happens, it’s normal, but it leaves a bad taste, like we didn’t even try to fix anything and just sent the customer an excuse.

Customers don’t need technical details and excuses. You can explain what happened, what you’ve already fixed, and what you’re changing right now. And yeah, shift the focus from just fixing it to finding the root cause. You don’t have to do that yourselves. You can use the services of an , so they can look at everything and find the critical points that keep causing the failures over and over.