Your team has screwed up, the impact on your customer is severe. The stakes are high and the emotions run wild. You have to manage this crisis, it’s your role. People in your customer’s organization are angry. They trusted your team and now their business is at risk. Personally, they are worried about how this might affect their careers. Stay calm and show ownership! Others are blinded by their emotions, they need your lucid mind. Give them time to vent and rationally explain your plan for a speedy recovery. Do what you owe them to do, but don’t expect any immediate appreciation!
We live in a fast-paced world and interact with many others, personally and