- May 22, 2020 4:31 am GMT
This item is part of the Utility Customer Care - Spring 2020 SPECIAL ISSUE, click here for more
Over the years I have managed several crises. My success depended on two actions. These actions were critical to success.
First, stay calm, analyze the situation, and decide what you can do now in the current state.
Second, analyze what you can do in the future now’s, the future current states. I mean in the next minute, hour, today, and tomorrow. Understand that as the current now moves forward during a crisis the situation will change. Future now's may change your actions, so you must remain flexible.
You are always dealing in the current state while moving toward a future current state.
Here are some examples of what may be helpful for you.
My first crisis was simple. As the restaurant manager of the Stafford hotel, I closed the dining room from 2 pm to 4 pm each day. I kept our coffee shop open during this time. The coffee shop had few customers during this time; so, I would do paperwork in my room during this time.
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