Last week we had a family medical emergency to tend to. I felt fortunate to be working from home, and I was able to go and assist at the moment I was needed.
All it took was a quick email to each of my clients to let them know what was going on. I also let them know what was done for the day’s work and what was still not done – and whether I could take care of the unfinished work or not.
How do you plan to handle emergencies in your business? That inevitable moment when someone calls you and says, ‘Quick, I need you to…’ (whatever that may be).
It will happen, and you should be prepared.
I would have preferred to call each of my clients but that’s not always possible in the rush of needing to be someplace else.
Because I communicate with my clients all the time via email, it’s easy for me to detail what they need to know in a quick email.
They are all small business owners as well (with families and friends!) so they are very supportive when something comes up that I need to be out of the office for.
Here are a few tips on how you can make sure you are prepared to deal with an unusual situation should the need arise:
1. Keep your clients’ phone numbers and/or emails on your mobile phone (or on a list in your purse on a list if you don’t have a mobile). If you also deal with team members (yours or your clients’) or support people in your own business, be sure to put them on the list too.
2. Let them know the situation (even if it’s personal, you can share as few details as you feel comfortable sharing), and when you plan to return to your office.
3. Update them on their work task status, so they don’t feel like they are left hanging. If you can pass off work to team members, that’s even better, but if you work alone that may not be possible.
4. Follow up when you return to your office. Family comes first, but you have a responsibility to your clients to get things caught up as soon as you can.
Now, not all of this can always be taken care of when you are in an emergency situation, but certainly much of it can.
If it’s not possible for you to communicate with your clients easily because of the nature of your emergency situation, you should have a plan to have a colleague contact them, providing the same information that is listed above (if you plan to do this, be sure you have discussed it with your colleague – it’s might be good to set up a buddy system, where you can help each other out if something arises).
While most small business owners would agree that ‘family comes first’, it’s still an excellent practice to keep everyone informed. You have a responsibility to your clients, so that they know what to expect in any given situation.
By simply planning and writing down your ’emergency plan’, you can make things much simpler if you are called away from your office for any reason.
If you have children or aging parents, or even if you are just the ‘go to’ person in your family or group of friends, it’s important to be sure that you are being responsible and organized for those inevitable situations that may arise.
Oh, and the emergencies don’t all have to be bad news either – a couple of weeks ago a family friend won the local hospital lottery – a $1.8 million dollar prize including an executive home, cash, and a vehicle. If that was me (or a member of my family) I probably would have left the office for a couple of hours for that too! J
So what is your emergency plan? Quick, I need you! J