Last month, we experienced something we often help our clients navigate – a crisis. A water heater pipe burst in the office above us and water poured into the Bottom Line space, soaking our carpets and damaging our ceilings, walls and equipment.
Luckily, our expertise in communications and crisis management helped Bottom Line get back on its feet in no time. In just two days after discovering our flooded office, we’d successfully moved into a temporary office, showing no change in our client interactions and project execution.
Here are the five key rules we followed to make it happen—the same five rules we use when helping clients deal with a crisis situation:
- Acknowledge what has happened. After our President and CEO Jeffrey Remsik discovered the flood, he avoided the freeze, flight or fight reaction that often occurs in times of crisis, and instead took immediate, well-planned next step. He contacted the building owners, got the facts of the situation and outlined an action plan.
- Communicate immediate next steps. Actions speak louder than words—that is why we made sure we had potential temporary office locations when we told employees and clients about the problem.
- Communicate consistently and demonstrate action. All along the way, we kept employees informed of next steps and the timeline for returning back to our office. It was clear our top priority was to protect the health, safety and welfare of our employees.
- Provide multiple opportunities and channels to capture feedback. For two weeks after the flood, we facilitated daily check-ins with employees for them to ask questions, and to ensure the temporary office was working well and that they had everything they needed to meet client expectations.
- Ask for help. The key to survival in a crisis is knowing where to go for the right kind of help – the earlier, the better. We were sure to reach out to our attorney, the building’s maintenance staff and the building owners to ensure a smoother, faster return to normalcy.
Click here to learn about another crisis we’ve managed.