Business & strategyCustomer trusttext

Explain an operational failure honestly

Drafts customer communication after something did not work.

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Prompt

Given [INCIDENT FACTS], [AFFECTED USERS], [CURRENT RECOVERY STATUS] and [APPROVED NEXT UPDATE TIME AND ZONE], write a direct customer update. Lead with what happened and what users need to do, then what is confirmed, what remains unknown and the approved next-update time with its time zone. If no time has been approved, leave a clearly marked placeholder for owner confirmation; do not invent a deadline. Provide a 60-word status version, a detailed email and an internal verification checklist. Do not claim a refund, fix, data safety or root cause without evidence. Avoid blaming individuals or hiding behind passive language. If the impact is still under investigation, make that visible and give a specific way to report continuing problems.