The summary.
SILENCE CAUSES MOST DISSATISFACTION
Update even when there is no progress. "Still investigating, will update tomorrow" prevents chasing entirely.
Communication frequently matters more to satisfaction than resolution speed.
LOG EVERYTHING, INCLUDING WHAT YOU RESOLVE IMMEDIATELY
Unrecorded work is invisible, and recurring problems cannot be identified from it.
PRIORITY IS IMPACT COMBINED WITH URGENCY, APPLIED CONSISTENTLY
Not who complains loudest. If everything is urgent, prioritisation has stopped existing.
WHEN A USER CAUSED THE PROBLEM, RESOLVE IT WITHOUT COMMENT
Blame prevents future reporting, which costs far more than the incident.
And acknowledge impact before explaining anything — people need to be heard before they can listen.
WHEN ESCALATING, SAY WHAT YOU RULED OUT
It prevents the next person repeating your work. And retain ownership unless it is formally transferred.
WRITE A KNOWLEDGE ARTICLE THE SECOND TIME A PROBLEM OCCURS
Once is an incident; twice is a pattern. Record the symptom in the user's words, because that is what gets searched.
NEVER ASK A USER FOR THEIR PASSWORD
It is unnecessary, and it teaches a dangerous habit.
PAIR SPEED MEASURES WITH QUALITY MEASURES
Closure speed alone encourages premature closure.
