Weathering the Storms
This was one of the worst blizzards in history in the Northeastern US. As communications improve, we become smarter in terms of handling these storms IF we allow ourselves to do so. My observations:
• We need to stop talking about losing power. What we lose is electricity, or water, or access. But we still have our “power.” I believe we seriously undermine ourselves psychologically by focusing on lost “power” and, in fact, many become powerless to help themselves. The plowers, the power company, and the city workers are doing their best, often risking their lives. What are you doing to help yourself?
• Just as we need a Plan B and Plan C in storms, so do businesses. We can’t rely on a mild winter or plentiful rain in the summer. We have to plan for extremes and exceptions. We can’t expect our business to retain every customer or every employee, or to be immune from competitive and technological threats.
• You can’t be a loner. We need to inquire about neighbors and expect their help where appropriate. We need to ask for help about our businesses and not assume that, because we founded a business, we know how to run one as it grows. Moving into significant growth requires more than doing more of the same—it requires different thinking.
• An over-reliance on technology in place of judgment is stupid. Those who have purely Internet-driven packages (e.g., Cox Cable or Fios) lost their phones as well as their computers and televisions when the cable went down. Traditional landline phones are driven by the phone’s own power. Relying on automated lines to take care of client inquiries will surely drive away some customers who prefer and require human response.
• Arguing with front-line people rarely helps. If someone on the phone can’t or refuses to help, I simply ask for their boss or the address of the company president. I have a success rate of over 90 percent when I escalate an issue. Screaming at a plow driver or power company lineman isn’t going to change a thing.
• Procedures work. When I’m convinced the fates are against me trying to set up a new piece of equipment, I realized I’ve read the instructions incorrectly in my hurry. Sometimes there’s even a help line or web site to consult with frequently asked questions. In the storms, there were radio broadcasts continually about where to get help. Do your clients know how to reach you in an urgent situation, or do they get that voice message with your quote of the day telling them you’ll be back in a week?
• Rejoice in silver linings. When business is good, celebrate, don’t ask yourself how you got so lucky. When there is a foot of snow making a cathedral of the back yard, rejoice in the beauty. You are on a hunk of rock traveling at 85,0000 miles an hour around an exploding star. Savor each day.
© Alan Weiss 2013
