Ten Commandments of Dealing with People in a Crisis

1. THOU SHALL NOT LIE.

2. THOU SHALL TRULY CARE FOR YOUR CUSTOMER.

3. THINK “WHAT IS RIGHT”

4. IDENTIFY ALL OF THE POSSIBLE VICTIMS AND DEAL WITH ALL VICTIMS

5. COMMUNICATE: ANY INFORMATION IS HELPFUL

6. MAKE NO PROMISES, EXCEPT THAT YOU WILL FIND THE ANSWERS.

7. PROVIDE FACTS, TRY NOT TO PROVIDE OPINIONS

8. UNDERSTAND THE PROBLEMS, NOT THE CAUSE

9. FOLLOW UP, NEVER FORGET THEM

10. START AND END YOUR APPROACH WITH YOUR CORPORATE MOTTO.

© JAMES H. MOSS 2002 – 2011

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Reasons Why People Sue

               Why   This questions is never answered

               How   No one will Answer this question

               Where   Why won’t they tell me where the accident happened

               Answers   No one will answer my questions

               Justice   I want justice its been promised to me since first grade

               Community   I don’t want anyone else damaged by this company

               Retribution   I want to put them out of business

               Communication   I want someone important to talk to me

               Acknowledgement   I want them to admit they were wrong

               Revenge   they should not have treated me that way

               Closure   An element of many of the above, but important in the US today.

               Send a Message   to protect others or to get a reaction or a change

               To Change the World

               Moral Vindication   I as right!

               Moral Justification   I was not responsible for my child’s injuries

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Crisis Response

A Crisis is defined by your guest, not by you.

Just because you do not define the situation as a crisis, does not mean it is not one.

Every crisis requires a response, no matter what your position in the crisis

Get Help: It will provide support for you and confidence for your guest

Goal 1 is to resolve the crisis. You may not solve it.

Goal 2 is to bring the person in crisis to a better emotional level

Goal 3 is to survive the crisis yourself

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10 Signs of Great Risk Management

Score 1 Point for Each Correct Answer

1.     You have a Risk Management Plan

2.     Employees know the Risk Management Plan

3.     Employees know their place in the Risk Management Plan

4.     Employees know the responsibilities of the person above and below them in the Risk Management Plan

5.     The Risk Management Plan has been updated in the past 12 months

6.     The Employees have been trained in the Risk Management Plan in the past 12 months

7.     A mock disaster has been held using the Risk Management Plan

8.     You have identified a team to deal with the human issues of a disaster

9.     Senior Managers have gone through the same training and drills as the employees

10.    You have not had to use the Risk Management Plan

0-1 Point: Lock the doors and go home now.

2-5 Points: Prepare for a lawsuit

5-7 Points   Good, but you can do better

7-9 Points   Not bad

10 Points    Excellent

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7 Mistakes Made by People who are called Defendant

1.  Hire and retain Uncaring Employees: Hire Well, Train Well, and Treat Well

2.  Failing Know Your Customers and why they are buying from you.

3.  Failing to Treat Your Customers the Way They Want to Be Treated:

4.  Examining the problem from Your Perspective: Your customer sees the problem differently than you. The customer may not even understand the problem.

5.  Placing a ridiculous value on principles and pride. Principles & Pride Goeth Before a Lawsuit

6.  Never know Why you are being sued: Sticking your head in the sand, or passing the problem to a lawyer does not resolve the problem.

7.  Forgetting What Your Mother Taught You: If you act like your mother taught you, you won’t be sued.

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