In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including:

• The First 15 Minutes: What to Say Immediately
• Communicate on the period you specified, even if nothing changes
• Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage
• Internally align on messaging prior to later communications
• Things not to say
• Resolution message
• Subsequently, extra focus on building trust