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Will You Add? - Communicating When A Crisis Strikes
When was the last time you communicated with your customers?Communicating with your customers keeps your business top of mind with them. And, it doesn't have to cost you a thing! Communicating with your customers can be as simple as sending an email individually to each customer or as a newsletter sent to all your customers. And there's no stamps to buy or lick! But, whatever th
When I was laid off from my last “secure” paying job I mentioned to my wife that I wanted to go into business for myself. With two small children at home, a mortgage to pay, and enough other expenses hanging over our heads, this option seemed somewhat crazy. Fortunately, a severance package and unemployment helped to ease my transition to freelance work and I managed to have some additional wo
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 it attributed at least some of the problems to malicious hackers, it nonetheless took responsibility for the system's integ
A history of setting industry standards by letting consumers' expectations for product performance and concerns for safety take center stage is Case's real claim to fame.Inventor Jerome Case founded the company in 1842. What began as a company meant to build threshing machines has been transformed into a major manufacturer of construction equipment. The company's longevity in a highly c
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 it attributed at least some of the problems to malicious hackers, it nonetheless took responsibility for the system's integ
Understanding Change:Understanding and managing change are the dominant themes of management today. adapting to a ever changing present is essential for success for a unpredictable future.1) Why Change?Change affects every aspect of life: taking a proactive approach to change is the only way to take charge of the future, either as an individual or as an organization. Appro
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 it attributed at least some of the problems to malicious hackers, it nonetheless took responsibility for the system's integ
Staff turnover maybe a more expensive cost than you realize, it can be costly in terms staff morale, training costs and recruitment related expenses. If your company experiences 20 percent or greater staff turnover per year this may already a threat to your bottom line. By taking advantage of hiring immigrant specialists you can keep your personnel turnover low.The report on job opening
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 it attributed at least some of the problems to malicious hackers, it nonetheless took responsibility for the system's integ
In this competitive world, the progress on technology don't let us be one day off the scene, or we'll be out of the market, and one of the simplest and most important abilities we need to develop not to get rid of our world is the typing skill. Fast typing is a must in our societies, doesn't matter where in the globe we live or what our business is about, and for those who haven't h
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 allowed his readers to get through the rest of the letter with less resistance. They weren't mentally concocting rebuttals - they were reading what he had to say. That's crucial any time you want to make an important point.
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