Effective communication during a crisis

I remember attempting to conjure up believable excuses to stay out late in my later teen years as a first child with strict parents, and still getting a lecture when I arrived home late. My excuses and storytelling became progressively more elaborate until I realized that if I just called or texted my parents periodically throughout the night, which would satisfy their angst and lessen the blow when I finally made it home.

Whether you are anxiously waiting for the results of a test, for the newest Apple product release, or for your child to come home at night, nothing is worse than the uninformed anticipation you feel while eagerly standing by for a result.

We cannot control what sort of, why, how, or when a crisis will occur, and deep down, customers understand that. If we take the proactive approach of over-communication, it will satisfy their angst and assure them that their concerns are heard and action is being taken. Here is where...