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Workplace Sanctuary: When Crisis Strikes
"When written in Chinese, the word crisis is composed of
two characters. One represents danger and the other represents
opportunity."- John F. Kennedy, speech April 12, 1959.
How many times have you been the customer with a problem and
the vendor has either dismissed it or denied responsibility? Would
you do this to your customers?
Even the best-run organizations encounter crises. While these
times can be trying for employees and customers, they can also
provide the opportunity for learning and the vehicle for change.
Anatomy of a Crisis
- An error occurs - This could be a simple
mistake or a compounded problem; either human or
systemic in origin.
- Fix the problem - The immediate reaction is to
right the wrong. This may involve a billing credit,
replacement of damaged goods, or repair of defective
equipment. Many companies stop at the step.
- Identify the root cause - Challenge yourself
to determine why this problem occurred.
- Fix the process - Perhaps a process change or
control is appropriate to prevent further problems.
- Communicate - Tell the employees and customers
what you learned and how you hope to have eliminated or
minimized this problem in the future.
Here is an example of a recent problem interaction I had
observed:
A bank had erroneously submitted duplicate data to the ACH
network for creating automatic debits to consumer accounts. When
the problem was brought to their attention, they issued the
appropriate credits, promised to cover any non-sufficient fund
fees resulting from their action, AND developed a
procedure/control point to assure that this would not recur.
The matter was handled professionally with courtesy towards all
parties. From the discovery of their weakness, the company developed
strength. Mistakes will occur. Use them as an opportunity for
improvement.
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