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My Software Crashed (And I Couldn’t Stop It)

⏱️ 19:31 🎤 Mike Andes
AUDIO EPISODE
My Software Crashed (And I Couldn’t Stop It)
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Chapters

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  • 0:00
    Responding to Crises
    Mike shares his experience with his software company crashing and introduces a three-step framework for managing similar business crises.
  • 1:40
    The Pain of Customer Feedback
    Mike reflects on the emotional impact of negative customer feedback, emphasizing that feeling bad indicates care for customers and employees.
  • 4:11
    Step 1: Control What You Can
    The first step in crisis management is to identify and control what's within your power, primarily emotions and actions, especially as a business grows.
  • 7:50
    Step 2: Keep Everyone Informed
    The second step involves ensuring all relevant parties, including your team and customers, are informed about the incident and the ongoing resolution efforts.
  • 10:12
    Step 3: Conduct a 'Recon'
    The final step is to perform a 'recon' after the crisis to understand why it happened, identify system failures, and implement changes to prevent recurrence.
  • 12:25
    The Value of the Loop
    Mike highlights that consistently applying this three-step process leads to continuous improvement, reduced crises, and better customer service over time.

Speakers

M
Mike Andes
Host

Key Takeaways

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When a crisis occurs, your emotional response (feeling bad) is a sign of care for your customers and employees, which is a good foundation for resolution.

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Focus on controlling your emotions and actions during a crisis, especially when you can't directly solve the technical or operational problem.

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In small businesses, drop everything to quickly resolve customer problems; for larger businesses, empower your team and manage communication.

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Keep all parties informed—your internal team and your customers—about the crisis and the steps being taken to resolve it to build trust.

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After a crisis, conduct a 'recon' (post-mortem) to understand its root cause and implement system changes to prevent similar incidents in the future.

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Track metrics like customer churn and negative reviews to objectively assess if your crisis management process is leading to continuous improvement.

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Consistently applying this three-step process (control, inform, recon) is crucial for long-term business health, reducing customer acquisition costs, and improving overall customer experience.

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