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Most business owners want things running smoothly, without any problems. However this is not always the case. In reality things can always go wrong. One of the problems most enterprises face is how its people react in unforeseen circumstances. Surprisingly, not many can cope in these kinds of situations.
So when things go bad, your reaction to the situation will play a big role in solving the problem or creating new ones. It is important that you keep your cool and focus. Don’t panic and keep your head in the game.
Don’t just hear but Listen
To get a grasp of the situation you must first listen. Listen to what the problem really is. Many business owners or customer service representatives would often jump to conclusions regarding what their customer’s problem is. They would cut in and immediately provide a solution only to find out that they are providing the wrong information. Most often this aggravates whatever situation because the customer feels that you were not listening and wasting their time. If the customer is already irate, let them vent it out and try to understand the source of their problem. Don’t let your emotions get the better of you and try to empathize with them.
Go back to the basic and Breathe!
Panicking will get you nowhere. When you feel like everything has exploded and don’t know what to do, STOP! Take a deep breath. We often panic because we lack air and forget to breathe. So go back to the basics of life and breathe, literally! This will provide oxygen to your brain and help you get to a solution. Never forget to breathe in times of trouble. Plus you don’t really want your customers seeing that you don’t have control of the situation. You want them to see you as being there to take charge of the situation and not panic with them.
Owning Up to Your Customers
As entrepreneurs, it is important to your customers that you take responsibility for your products and services. They don’t really care who is at fault. What they want to hear is you owning up and apologizing if things have gone wrong. Customers tend to be more forgiving if you apologize rather than throwing the blame to someone else.
Showing grace under pressure shows what type of company you have. It allows you to rise above the situation and minimizes the damage that was caused.
Source and related readings:
Grace Under Pressure
Assuring a Positive Customer Experience and Business Continuity Plan
READ A! Disaster Preparedness in Business