What’s a small business to do when disaster strikes?

I really can’t have predicted that today I would be writing about a volcano disrupting the travel sector.  But I suppose stranger things have happened, and the economic impacts of this event are just starting to surface.  The media are already talking about the death of many large businesses, such as airlines, but what about the small folk?  What should you do when disaster strikes?

It is an unfortunate reality that sometimes things will not go your way, whether on a large scale like the recent volcanic disturbance, or on a smaller localised scale.  But here are some tips you should implement, either right now or in the future:

• Operate in Crisis Mode NOT Panic Mode.  This is not the time to panic but a time to act with a cool head.  You should be operating according to a crisis plan – you have one, right?  If not you need to make sure you know how your business would operate should drastic conditions occur.  ”That could never happen” isn’t good enough.  Your crisis plan should include things like:
  • Contact names and a plan to reach out to your local tourism board, insurance provider, and of course your staff.
  • Will you need extra staff to come in to help manage contact with customers?
  • Trusted news sources – where will you be getting information?
  • Alternative arrangements for everything – plan before the crisis, not during!
• Distribute Frequent, Open Communications. Be sure customers know how to get updates from you – a special place on your website is easiest.  Make sure this is all setup so you can just turn it on when required.  Every communication you send out should state when it was updated, and include when your next planned update will be.
• Don’t be a jerk. I’m hearing stories about hotels doubling their rates for stranded passengers here in Europe.  Ugh.  Don’t be a jerk.  You don’t have to open the door for a free-for-all, but come on – do the right thing.  This is about hospitality, not making a fast buck.  If you were the one stuck, how would you want to be treated?
• Keep people busy.  If you have staff on salary who are kind of, well, sitting around your office, be sure to get them into something productive.  Could they be working on reservations, or heck even writing up those blog posts they’ve been meaning to do?  Cover the important tasks firsts, but there’s never an excuse to just sit around.
• Reach out and help a friend.  Pick up the phone and call all of your key suppliers and fellow businesses.  Check in and make sure they’re ok.  They say there is survival in numbers, and they might be right.  If nothing else it is good to talk to other businesses who are affected to share information.

This isn’t about PR.  This isn’t about covering your ass.  This is about doing the right thing – the right thing to ensure the health of your business and the safety and security of your customers.

If You Need Help

If we can do anything to help regarding the current crisis, do not hesitate to ask – we’re here to help.

Photo by plasmastik