customer-follow-up

name	Customer Follow-up
description	Close the loop with the customers who reported something, once it is fixed.
category	Support

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-issues row moves to fixed.
• An escalation resolves.
• Something a customer was promised has landed.

Steps

1. Read waiting on the issue — that is the list, and it exists precisely so this step does not depend on anybody's memory.
2. Check it is actually fixed for them, not merely released. A fix behind a flag they are not on is not their fix.
3. Write once, to each of them. Not a broadcast; they reported it individually and a bulk mail reads as one.
4. Say what changed, plainly, and what they should do — reload, re-run, nothing.
5. Acknowledge the wait where it was long. One sentence, no elaboration.
6. Record it. Close the issue with who was told, and any commitments row 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.