I was recently interviewed for an article in ChannelPro Magazine called ‘Dealing with Disaster‘.

Channel Pro is dedicated to serving the business partner community ( VARs, integrators, custom system builders and Managed Service Providers serving the IT needs of Small and Medium Business.

The article focuses on the need for channel partners to have a plan in place to deal with disasters of any kind, natural disasters, power failures, server crashes and human errors. IT suppliers need to focus on having backup sites and processes and people trained on how to engage when needed and what to say to customers.

Analyzing what kinds of risks could occur and how they might be perceived by customers is one of the first steps before planning on how to handle the situation.

Once a disaster has started, communication is key. In earlier blog posts, I have suggested that management take charge of communicating with customers and stakeholders. Tell your story before someone else does (and may not explain it the way you want it). I am quoted in the article “A good apology accepts responsibility without conditional statements; it provides details about what happened; it describes what you are doing to prevent a repeat; and it explains what you are doing to make things right.” Ultimately, those receiving the explanation or apology must feel as though the company official is saying: The buck stops here.” Then it is important to execute the plan and keep all stakeholders informed of the process.

After the disaster, analyzing what happened, what, if anything, could have been done to prevent it and putting actions in place to reduce the risk of future problems are part of the disaster recovery process.

Read the full article here.

Leave your comments below. How do you handle disasters in your organization?


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

One Response to “Satisfying customers: How you deal with a Disaster”

  1. 9 Warning signs: Executives Lack Customer Satisfaction Commitment | Customer Satisfaction and Reputation Management Says:

    […] See Satisfying customers: How you deal with a Disaster  or Customer Satisfaction Tip: Be first to announce your bad news […]

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