No matter how much planning goes into a project, sooner or later, something can go wrong and a minor disaster can occur. We’ve all been there and you’ve probably noticed that different people handle these disasters very differently.
The way the disaster is handled can result in a very positive or negative way for the customer. If you let yourself slip too far into what I call the “panic zone,” you become unfocused and unable to make rational decisions. The panic zone causes stress and confusion and allowing it to take over will cause you to create a negative experience.
Here’s how you can make it a positive experience:
- Stay calm. Staying calm can be very difficult, but it is very important. You’ve planned and expected your process to follow the plan so when it doesn’t, your whole mental process is thrown off, which is confusing and upsetting. However, staying calm will allow you to make wiser, better decisions.
- Don’t focus on blame. You may have noticed that for some, pointing blame is the initial reaction. This is natural, but completely counterproductive for a positive outcome. If you are wasting resources on blaming others, you aren’t solving the problem at hand which should be the top priority. Also, if your team members are worried about being blamed, they are less able to focus on problem resolution.
- Focus on the end result. Focusing your concentration on the end result will help guide your thinking to resolving the problem at hand. If you can use tunnel vision thinking to block out distractions, you can better focus on problem solving and get to a solution a lot faster. For example, if a shipment is late, focusing on how you can get it there on time will help you get it there on time faster than finding out whose fault it is for making it late. That can be discussed once you are out of the panic zone and the problem is solved.
- Make it happen. If you have invested in resolving this problem, you must stay focused to ensure the solution happens. Don’t rely on others to make it happen for you—this is your project so you need to stay on top of it. Nothing is worse in problem solving than getting close to a positive solution then dropping the ball.
- Follow through. This goes hand in hand with making it happen. Ideally, we want our customers to think that we never make mistakes and are always on top of things, but the reality is that we can’t always control situations 100 percent. Customers generally are understanding and if you make the effort to fix a problem to create a successful outcome for your customer, they generally appreciate it. Communication is key and it can make you look even better if you let your customer know that your focus is on making sure you’ve gone above and beyond to make sure they get what they want.
Reflection: It is important to acknowledge that problems can’t always be resolved to the customer’s satisfaction. Perhaps they ordered a custom product that got destroyed in a fire and replacements just cannot be produced in time or maybe the customer is not satisfied with how their order was handled, even with a positive result.
There are situations that are out of your control, but as long as you have done everything you can to reach a positive result, sometimes you have to settle with having an unhappy customer or losing a customer. It is not an ideal situation, but it is a reality. The best case scenario for that situation is that your customer is caught in their own panic zone so there’s always the chance they will realize your efforts and come back.
Just remember that the reason you are in business is because of your customers so they and their happiness need to be your immediate focus. Any internal factors causing these disasters should be evaluated once the problem is resolved to prevent repeating them in the future.