Creating Disney Magic: Lessons In Leadership, Management, And Customer Service

Today, Jody and I are talking about how to prepare for something going wrong in your business and how you communicate it to your customers. It doesn’t matter your industry; you will find yourself in a situation where you have to deliver bad news. How you handle the communication of disappointing information can reinforce or destroy the trust your customers have in you. The best thing you can do is get ahead of the situation. Take some time to think ahead and work through potential scenarios. Think through what could go wrong and develop a plan. You can even look at the challenges that industries similar to yours encounter. Ask yourself, “How would we have handled that?”. Outline processes and procedures for actual issues and train your team accordingly. Do you have automated systems? Are they factored into your plan? Make sure those who are closest to the situation are trained and authorized to make decisions in the event of an emergency. It is a big responsibility. How you handle negative situations and how