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Suggest You - Communicating When A Crisis Strikes
From the personal and professional experiences of other colleagues and myself, one of the more critical success factors for management is implementation. Through my observations, I have discovered that people and organization spend a great deal of resources including time, dollars and the cumulative total of the energy generated from these efforts to create business or strategic plans. Yet, th
First, the president acknowledged there had been a problem. And, the company took responsibility for the problem. Whil
With the increase of home-based and new, independent businesses being introduced, the need for obtaining a credit card reader / writer is also growing. The modern credit card readers and writers have in large quantities replaced the old style readers. Who remembers the old-fashioned type of credit card readers where the merchant had to put the credit card on top of the layered paper receipt wi
I was pleasantly surprised when my Internet service provider responded competently and quickly to a technical crisis. And, we can learn to communicate more effectively by studying its response.
The crisis occurred when hackers attacked its system at the same time that the company was upgrading its systems to meet increased customer demand. And while customers experienced no dramatic shutdowns, some customers faced delays and difficulty getting online.
In response, the company quickly sent out a newsletter containing a single article, an open letter from the president.
First, the president acknowledged there had been a problem. And, the company took responsibility for the problem. While
If you are a business owner then you are likely to know that business is a complicated thing. There are some businesses that are profitable and others that are not. If you are the owner of a profitable business then it is likely that you may have a large number of customers. Do your employees have time to answer questions or assistant all of those customers? If you answer is no then you may
The crisis occurred when hackers attacked its system at the same time that the company was upgrading its systems to meet increased customer demand. And while customers experienced no dramatic shutdowns, some customers faced delays and difficulty getting online.
In response, the company quickly sent out a newsletter containing a single article, an open letter from the president.
First, the president acknowledged there had been a problem. And, the company took responsibility for the problem. Whil
People that are trying to contact businesses, often complain about not being able to talk to a real person. Automated answering systems seem like a great system to use when running a business, but to consumers it is impersonal and inconvenient. That’s why many companies are changing tactics and deciding to employ answering services to meet their communication needs. These services directly han
In response, the company quickly sent out a newsletter containing a single article, an open letter from the president.
First, the president acknowledged there had been a problem. And, the company took responsibility for the problem. Whil
Creativity in companies has resulted in innovative breakthroughs that vastly improve people’s lives while growing business profits.1st Example: Airports became a lot busier after someone created airplanes. Before that, people just sat around airports reading newspapers while drinking coffee and wondering how they could travel to another city.2nd Example: Bowling became much mo
In response, the company quickly sent out a newsletter containing a single article, an open letter from the president.
First, the president acknowledged there had been a problem. And, the company took responsibility for the problem. Whil
Many years ago when I hated what I was doing for a living I was encouraged by my career coach to write down several short stories about times and events in my life where I influenced the outcome. I was stumped at first, but after a few days, I came up with over 15 pages of stories of times in my life where I influenced the outcome and either grew myself and/or bettered the existence of ei
First, the president acknowledged there had been a problem. And, the company took responsibility for the problem. While it attributed at least some of the problems to malicious hackers, it nonetheless took responsibility for the system's integrity.
Most of us find it refreshing when a company steps up and does those two things. It communicates self-confidence and it communicates sincere concern for customers. All too often, organizations make poor excuses or point fingers at suppliers and customers; that just makes customers more dissatisfied.
Second, the company apologized. In the first sentence of the article, the president said he was sorry for disruptions that subscribers had experienced over the preceding two weeks.
By doing that he a
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