Customer bugs will come in, and they will pop up when you least expect it – and no matter the issue, there are always two paths to get it resolved.
Now
What needs to be done to get the customer back to being on board with your product, using it, loving it, and incorporating it into everything they do? This is the work that needs to happen immediately to get them back to operations.
Later
What do you need to do so this doesn’t happen again? Does it mean turfing this feature completely? Does it mean rebuilding it? Could other users see this issue? Do we need to think of a new approach?
These are the questions that will lead to an improvement in scale and delivery over time as the product matures and scales to more customers. But you can’t sacrifice the now for the later and keep fixing the now every time it pops up, never thinking about the later.
