We know that system updates are a necessary part of growth, but managing client expectations around them is crucial. Transparency is important here — providing clear communication before, during, and after the update can go a long way. It’s about setting realistic timelines, being proactive about potential issues, and ensuring the client feels heard and supported. At the end of the day, it's the relationship that drives trust, not just the technology.

Es importante ser transparente desde el principio. Informar sobre posibles interrupciones y ofrecer soluciones alternativas no solo demuestra proactividad, sino que también crea una sensación de seguridad. Además, es fundamental ser realista con los plazos de resolución, ya que las expectativas claras evitan malentendidos y refuerzas la confianza a largo plazo.

When system updates cause disruptions, clear communication and transparency are key to managing client expectations. Here's how to handle it: 1) Acknowledge the Situation Start by acknowledging the issue transparently to your clients 2) Communicate Proactively Inform clients about the problem before it affects them 3) Provide a Timeline Offer a clear timeline for resolution 4) Set Realistic Expectations Manage expectations by being realistic about potential delays 5) Offer Solutions Suggest temporary solutions or workarounds to minimize disruptions 6) Follow Up Regularly Keep clients updated on progress and any new developments 7) Ensure Post-Resolution Support After the issue is resolved, provide follow-up support to ensure satisfaction

It is helpful to have a test system that consists of exactly the same hardware and software as the live system. Here you can make appropriate changes and install updates first. Only when everything is working can the corresponding changes be made to the live system. This should primarily take place at weekends to allow time for testing. However, it is important to make a backup before changing the system!

Adopt transparent communication, empathy, temporary solutions, continuous support, and post-incident analysis to manage expectations and strengthen customer trust during IT interruptions.