Incidents are for everyone
We’ve spent our lives building products customers love, but we've also been pulled into more incidents than we can count, ranging from small blips quickly solved, to massive incidents that required weeks in an incident room.
We’ve also been lucky enough to work in organisations where everyone engages in the process, leveraging incidents as a super power to consistently improve their service, products and customer engagement.
Monzo, Cloudflare and Slack are great examples of companies doing this well, both in terms of their response when things go wrong, but also the quality of their follow-up and the learnings they share afterwards.
Handling incidents well isn't just an opportunity to limit the damage. Done well, they are a way to increase customer trust, and can turn the worst day into the best learning opportunity.
This is brilliant to see and one of the reasons I always recommend you guys to anyone. Super open, Super transparent, Super all round! 🤘
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