My original plan for this week was to ask one of our customers to do a guest spot on the Clareity Security Blog. You know, some fluff piece on how great we are combined with a few of the fun stories we get from customers every week about how they caught unauthorized users in the MLS. I promise you the post will come, just not this week.
Last week, Clareity Security had the opportunity to fully execute our data center disaster recovery plan. I don’t recommend doing this as a stress reliever, but the experience was amazing in it’s demonstration of what worked (a lot did) and what didn’t (we changed several processes and policies). It also shined a spotlight on our awesome support and engineering teams – who held it together under very difficult circumstances. Difficult decisions that were in the best interest of our customers were made even though they impacted our bottom line. We all agreed when it was over, we had done the right thing – not the easy thing – but the right thing. It’s a core value at Clareity Security and one I’m proud to say we haven’t compromised.
The point of this post (I do have one), is that the lesson that reverberated for me last week was communication. Our customers have much more patience and understanding for technical issues when we COMMUNICATE what is happening, early and often. If you think you have communicated enough, there is a good chance you haven’t. If you think you have over communicated…there is no such thing.
We provided routine updates to vendors, MLS staff and leadership and even our own management team. I personally spoke to almost every customer last week that was impacted (some of you called me back just to say thanks!) I found it to be a rewarding experience in spite of the stressful nature of the week. Our customers are completely responsible for our success – they provide us with the critical feedback we need to ensure we provide outstanding service and COMMUNICATION.
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