You're facing a major system outage. How do you handle a client's urgent request for non-critical assistance?

2 Prioritize Tasks

Next, prioritize tasks based on impact and urgency. This doesn't mean ignoring the client's non-critical request; rather, it's about managing your resources effectively. If possible, delegate the client's issue to a team member who's not directly involved in resolving the outage. This way, you maintain progress on both fronts. If delegation isn't an option, provide the client with a realistic timeline for when you can address their request, and stick to it.

3 Clear Communication

Clear communication is vital during a system outage. Inform your client about the outage and its effects on your ability to assist immediately. Be transparent about your current priorities but reassure them that their request has not been forgotten. Offer interim solutions or workarounds if available, and provide regular updates. This approach helps maintain trust and demonstrates your commitment to service despite the circumstances.

4 Manage Expectations

It's important to manage your client's expectations realistically. Don't make promises you can't keep just to appease them in the short term. If the outage will delay addressing their request, be upfront about it. Explain the steps you're taking to resolve the outage and how this affects your response times. A clear explanation helps clients understand the situation and reduces frustration.

5 Offer Alternatives

While fixing the major system outage, consider offering alternatives to your client. If there's a temporary workaround for their non-critical issue, suggest it. This proactive approach shows that you're thinking about their needs even when there's a larger crisis at hand. It also buys you time to fix the outage without leaving the client feeling neglected.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?