Avoid the F word


It shows as fixed.

You believe it to be fixed.


Don’t say it’s fixed. Customers want you to, you want to. Don’t do it.

It’s not fixed IF:

  1. the issue comes back

  2. they believe it’s not fixed

  3. it looked fixed but actually wasn’t


Make claims that you know to be 100% accurate. Some examples:

  • it appears to be working well now. Give it a try and let me know if you agree

  • it looks better but it’s possible it could just be temporary

  • we believe we’ve removed the threat but we’re going to need to keep an eye on it

  • it’s saying that the item is [completed/removed/repaired] so that’s encouraging, but it’s possible there are other issues that we don’t know about


If you’re right and just being cautious, then you were still factual. If you’re wrong and it’s actually not fixed, then your claim of “it’s fixed” won’t hurt your credibility. If the issue DOES return, you’ll go from “they didn’t solve it” to “they said this might happen”.


People want resolution and closure. Giving them reliable information is a better value in the long run.

Mann Consulting, LLC

282 Second St. #400

San Francisco, CA 94105

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