Who Owns the Next Step When Delivery Slips?

When a delivery milestone slips, a customer may need both one clear person to contact and an honest account of which team owns the fix. Naming a single liaison can make communication simpler—but if that person seems responsible for work they don’t control, it can create another broken expectation.

How do you structure a recovery conversation so the customer knows who will update them, who owns the next action, and what is still uncertain—without turning the handoff into blame?