How To Handle An “Oh Shit” Moment
In every sized business crisis management is important. The speed at which you handle the crisis often means it is just a blip on your business radar. Here are 3 tips:
- Admit your mistakes – no matter how many you made or are making. A powerful phrase could be “I’m here telling you what we did was clearly wrong and doesn’t work for you.”
- Walk the talk by directly addressing the complaints and or the crisis. Don’t hide by the ‘company policy’ make new policies in conjunction with your consumers.
- Stay responsive by remaining vigilant to improving. Ensure there is a direct feedback loop to you to ensure minimum future crisis.
I believe no consumer expects you to be perfect 100% of the time but they do expect you to admit your mistakes 100% of the time and learn from them.
Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.