Inform the clients about the problem and estimated recovery time. Be honest and never lie, even if the outage is caused by human error. Trust is the base of any relationship. Being straightforward about the problem and downtime help clients to plan their time accordingly. Maybe even going home early that day instead of waiting for hours and hours for connection to come back up.

- Prompt dissemination of service situation to clients via social media and other media that is real time accessible by the target audience. - Improvising a skeletal or an ad hoc service provision to cushion the impact of the downtime. - Consistent update on progress of restoring services.

Immediate Notification: As soon as you are aware of the issue, communicate the situation to your clients. Be upfront about the downtime, its potential impact, and the fact that you are working on resolving it. Clear Updates: Provide concise and regular updates on the progress, including any estimated time for resolution (ETR), even if there is no new information. This keeps clients in the loop and reassures them that the situation is being actively managed. Honesty About Timelines: Avoid giving unrealistic timeframes for resolution. It's better to under-promise and over-deliver. Clearly outline the steps you are taking to address the issue. Provide Contingency Plans: If the downtime is prolonged, offer alternative solutions or workarounds.

Proposez des alternatives. Si possible Proposez des solutions temporaires pour atténuer les perturbations. En outre envoyez une équipe sur le terrain qui va résoudre le problème.

When our network went down unexpectedly, clients were relying on us for timely project updates. I acted quickly, first notifying all clients of the situation and sharing an estimated timeline for restoration. I provided alternative ways to communicate in case of prolonged downtime, and kept clients updated every hour with our progress. Understanding their concerns, I offered flexibility on deadlines and reassurance that we were fully focused on restoring connectivity. Proactive communication and transparency helped manage client expectations, turning a potentially negative experience into an opportunity to strengthen trust and demonstrate our commitment to their satisfaction.