You're working on an issue. It's taking hours. The customer is waiting. Silence makes them anxious. Three sentences update them.
A IPTV reseller in Ireland sends this three-sentence update every hour during long issues:
"Sentence 1: Still working on it.
Sentence 2: No fix yet.
Sentence 3: Next update in 1 hour."
His Panel IPTV issue might take 4 hours. But the customer receives 4 updates. Each update says "still working."
A Revendeur IPTV who goes silent for 4 hours loses trust. The customer assumes they've been forgotten.
Here's why three sentences works. Customers don't need details during a fix. They need acknowledgment that you're still there. "Still working on it" is acknowledgment.
The practical implementation is simple. When an issue will take more than 1 hour, set a timer. Every hour, send the three-sentence update. Repeat until fixed.
What actually works is setting expectations upfront. "This may take 4 hours. I'll update you every hour." Customers who know the timeline are patient.
I learned that regular updates build trust during crises. The Three Sentence Customer Update is regular.
Honestly, use three-sentence updates on your next long issue. Your IPTV reseller customers will stay calmer.