Managing Crisis Situation
Let’s face it:sometimes things don’t go as planned. Maybe one of your products is causing customers to get sick or a natural disaster destroys your building.Maybe a person in upper management has gotten into trouble with the law.Whatever the crisis is,how you handle it can make or break your business.
important business crisis management tips to keep in mind.
When you make a mistake,you should own up to it right away.Humans run businesses, and humans aren’t perfect and mistakes happen. The key is acknowledging mistakes instead of denying them, passing the buck,or getting defensive.Will owning up to a mistake hurt your business? The mistake itself can certainly hurt your business.However,admitting the mistake can only help in the long run.You’re going to lose business regardless.But some of those customers poised to walk out on you might reconsider if you’re transparent about the fact your company made a mistake.
Remember, actions speak louder than words. An “I’m sorry” will only get you so far. Your company needs to take action, and this is important,it needs to make sure people are aware of the actions and changes that are taking place. No,I’m NOT suggesting you use this as an opportunity to promote how awesome your company is at handling a difficult situation.Let people draw their own conclusions.But you should keep people apprised of the situation and the actions you’re taking. An update in your regular customer communications (such as an email newsletter) is appropriate. Posting information in a clear and accessible place on your website is another good idea.
Be proactive. Create a crisis communication plan NOW. Of course, the time to deal with a crisis isn’t after it happens.You should think through various scenarios now and have plans in place for dealing with them. The key players in your company should not only be aware of these plans,but also be well versed in protocol and how the plans would need to play out. Review the plan on a yearly basis (at least) and update it as needed.What should go into a plan?
Use common sense when it comes to setting up processes and systems.
All authority shouldn’t be within the realm of a single person. However not everyone should have access to everything.Think through protocols,who should have access to what systems, etc.
Listen to the subject matter experts on your teams. Common sense should hold true when it comes to dealing with issues.If someone brings up an issue don’t automatically dismiss it out of hand,I have made mistakes in past,Don’t just conclude.Perform due diligence and making sure there isn’t a larger issue is better that than ignoring something that turns into a disaster or public relations nightmare.
TAKE BELOW ACTION
What will you do if your website or social media platform is hacked?
What’s the plan for handling disgruntled employee?
What’s the plan for handling employees who do something,while on the clock,that doesn’t represent your company values?
What if someone in your company does something illegal?
What if someone in your company does something to jeopardize the health/safety of customers or the public at large? (company drivers who cause accidents due to texting, for example.)What if someone in your company gets hurt or dies on the job? (consider an electrician who falls from a bucket truck.)
What if a customer is harmed by your product or service?
What if something happens to your company’s physical infrastructure?
End Of Part 1
Final Parting Word
Stay Healthy.Energy is a major ingredient for success. Respect your body.Listen to it.When Fatigue Walks In, Faith Walks Out.A well-known doctor,famous for treating depression patients,said he had never had a depressed patient who was really physically fit.What you spend your time on is what you truly respect.
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Austin C. Agbakor