tinyhumansai Customer Follow-up
A fix nobody told the reporter about is, from the reporter's side, not a fix. This is the cheapest goodwill available to a support organization and the most reliably skipped.
When to use
- A
known-issuesrow moves to fixed. - An escalation resolves.
- Something a customer was promised has landed.
Steps
- Read
waitingon the issue — that is the list, and it exists precisely so this step does not depend on anybody's memory. - Check it is actually fixed for them, not merely released. A fix behind a flag they are not on is not their fix.
- Write once, to each of them. Not a broadcast; they reported it individually and a bulk mail reads as one.
- Say what changed, plainly, and what they should do — reload, re-run, nothing.
- Acknowledge the wait where it was long. One sentence, no elaboration.
- Record it. Close the issue with who was told, and any
commitmentsrow this discharges.
Output
A message per waiting customer, and the ledger rows closed with who was told. Anything going to a large group is a person's call before it is sent.