Know When to Repair Fast and When to Repair Deep
Recall the difference between immediate customer recovery and deeper process prevention work.
Immediate recovery vs process prevention Two lanes, two clocks Do not wait for lane B before you start lane A. Handle the internal objection A teammate says, “Let’s wait until we know exactly why it happened before we message anyone.” Your line We can keep investigating, but the customer still needs an ownership update and a containment plan now. Investigation-first can create a second failure when silence becomes part of the experience. It separates containment from diagnosis so the customer is protected while deeper analysis continues. Fast-lane question What do we need to do in the next 15 minutes to…
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