One of the “Aha’s” I’ve had over the many years that I’ve been working with companies to improve their customer-impacting business processes is this: Most firms don’t design for exceptions and breakdowns. They design for the “happy path.” Yet, we all know that what makes or breaks most customer relationships is how your organization/people/process/partners and technologies react when things go awry.
What Do Crisis Specialists Do? There are companies that specialize in handling crises and emergencies (emergency road service, ambulances, hospitals, police and fire departments, insurance companies). These organizations specialize in:
- Providing 24x7 personal service with a great deal of empathy and appropriate resources
- Getting to the scene/person quickly (within minutes)
- Anticipating all contingencies (have all emergency supplies handy)
- Coordinating multiple service providers
- Triage (fix what can be prevented/fixed before you deal with what can’t be saved)
- Great execution/follow up (the scope of this varies depending on the purview of the crisis specialist)