It is a reality in business that things will eventually go wrong. Events, if severe, can seriously affect day-to-day operations and business viability. Most of the time, these events are unplanned, often unnatural and external, and are something that you have no control over as a business owner, such as major power outages, weather damage, online security issues. , etc.

Then what do you do?

Business continuity or crisis management is often an overlooked process that business owners do not consider until a real crisis occurs. It feels like that ‘unnecessary insurance policy’ worth risking not having, like the young worker who doesn’t feel like they need life insurance because ‘it won’t happen to me’ is the focus. Unfortunately, thanks to our good friend Murphy and his Law, it usually does if you are not covered! And when it does, the business owner quickly goes into firefighting or survival mode to try and overcome it. This is the classic answer for those who do not have a continuity strategy, and there are companies that can help you develop such a plan so that you are proactive vs. reagent. They can also help manage a crisis during it, if you don’t have a plan!

While I’m sure business continuity experts would say ‘have a plan ready before the event’, sadly most don’t. If you’re like most businesses, this is one of those many areas that you just can’t do, but as the year draws to a close this might be a good task to add to your list!

Assuming things go wrong and your business has a major incident that affects your ability to trade, operate, deliver, process, etc. And you know this will not only affect your team but your brand, what are some of the key points that you can? do to manage (and there are many more too, but talk to the continuity experts).

Communicate:

– If you are a very committed company dealing with many consumers, find a way to communicate with them and advise on the problem.

– If it is your website that is down, or your main portal, look for other means such as the social media channel, emergency radio announcements, etc. (if relevant).

– If a long-term problem arises, take a personal approach and send them a letter by post.

– The key point is to keep key stakeholders aware of the problem, and if suppliers, creditors and other companies will be affected, they will also advise them.

Lead supplement:

– Have someone take control of the recovery plan, be it the owner, the CEO, the outside resource, anyone!

– They will be the planner, coordinator, communicator, they will go to the person, etc. for all decisions and actions, and will communicate this person as a leader, especially if media involvement is required.

Communicate again:

– Update progress on where you are, provide estimates to get back to normal, develop a strategy, and alert end users if they are going to experience serious issues. (Think about this in regards to delayed / canceled flights when traveling. Note that large variations in communication are well done and badly done and no advice galore. While you may feel annoyed and uncomfortable, you appreciate the open and honest updates as to what time you can leave). The same goes for your customers. If you are not getting something when promised, explain it beforehand (you can, and always should, make up for or satisfy later in the process).

I looked for help:

– If you don’t have the skill set to handle the sheer complexity of the problem (and breakdowns are often caused by equipment that we have no idea how to fix), call the experts urgently.

– Get an estimate of how long it may take to repair or replace.

– Are there alternative solutions such as outsourcing, etc.?

Keep communicating:

– I’m going to keep saying it like you should keep doing it!

– Watch Twitter now and non-traditional uses update issues regularly. The Twitter feed @ACTPol_Traffic provides great updates on road issues in Canberra.

Review your risk of exposure and make a plan:

– Once you have handled the crisis and returned to normal operations, have an expert work with you to develop your plan for any potential threats.

– Review your insurance and do you have business continuity insurance that also covers loss of income? Talk to a broker.

And finally … Communicate a little more:

Once you’re back on deck and all is well, consider the impact of customers and what this had on them and develop an approach to managing it. You should definitely re-communicate to them what happened and how the actions taken will prevent it from happening again, and “apologize” for any frustrations, delays, or any impact this has had on them (and other stakeholders for their business). Then consider a compensation plan or gesture to show genuine concern for the problem and this should be business by business and product by product as one size does not fit all. A small customer base can get a personalized offer, while the larger ones need something automated and mass-generated (for example, a telecommunications company that has an Internet connection not only does not charge this on the regular bill, but offers a credit, but you can add a bonus. data as a way to compensate – as if !!).

Unfortunately, in today’s business and tech world, things can go wrong, they will go wrong, and they will go wrong. The sheer urgency and need for every business to have a disaster plan in place to manage risk should not be underestimated. You will make the process of getting through the crisis much easier if you have a clear and structured plan rather than the crazy wave of panic if you don’t. I know, please get in touch.

How does your company defend crisis planning?