Companies’ Responses to COVID Provide Insights into Handling a Crisis by Shep Hyken

Photo by krakenimages on Unsplash

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? 

I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling. While some industries and companies flourished throughout the last year, many were forced to a level of flexibility that included major changes, just to barely survive and keep their doors open. 

With that said, the answer I’m about to give applies not only to the last year and COVID-19, but also any time a business experiences negative national and world events, including economic downturns, terrorism, and yes, even global pandemics. 

During tough times of any type, certain businesses struggle. The first reaction of many is to tighten expenses and reduce employees. Some go out of business. Then there are certain industries that may not be impacted. For example, during the pandemic, grocery stores flourished. Certain online retailers, like Amazon, had a banner year. And there are companies that you think would have been impacted, but somehow they did well—and continue to do so. 

So, consider all of that as I share an answer to the original question, which was advice for businesses struggling during COVID-19. 

Start by getting a team together to strategize and share ideas. The conversation should begin with a discussion about the companies you believe had success throughout the pandemic. Again, this could be any major downturn in business due to outside and unforeseen circumstances. What did they do, if anything, that was different than they had done before the pandemic? What do you like—or not like—about the changes they made? 

Then determine if any of these changes can work for your company. It doesn’t have to be exactly the same. Let this list serve as a catalyst to jumpstart creativity to come up with a list of ideas that might work for you. Then once you’ve created this list, don’t just look at it. Work it! Make it happen. The adoption of ideas from the success of others outside of your industry can make you more competitive inside your own industry. 

This is a very short answer to a very big question. And it’s not the only answer. So if you have another answer, we would all love to hear from you. Feel free to share! 

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. His latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again is available for preorder at www.IllBeBackBook.com. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. This post originally appeared here on Shep Hyken’s Customer Service Blog.

Leaders Must S.E.E. Clearly by Alyson Van Hooser

Photo by Christina Morillo for StockSnap

Everything rises and falls with leadership. Especially because of recent events, if you want yourself and your team to come out of this in a positive way, you have to S.E.E. clearly. If you’re wondering how to do that, I can help. 

Below is an excerpt from one of the chapters in my new book, Level Up: Elevate Your Game & Crush Your Goals, which will help you successfully navigate the multiple issues facing our country—your people—right now. I teach often on the characteristics of the five different generations in the workforce and multiple informative motivational theories, but if you’ve ever been in one of my keynote presentations or leadership training sessions, then you’ve heard me express the criticality of understanding the personal stories that have shaped your people into who they are today.   

As you dig into the psyche of people, you will find outliers who don’t conform to the generational and motivational information. The outliers do not make this information obsolete at all because most of the time, the basic principles apply. However, you have to be able to recognize the outliers. If you do not, YOU MIGHT NOT BE ABLE TO TRULY CONNECT WITH THEM. 

[An example of an outlier might be a Gen X employee who is not an independent worker, where research suggests that the majority of Gen X adults are very independent workers. More discussion on “outliers” is featured in the book.] 

Outliers will not fit the statistical norm. Why? Because something in their life has happened that shaped them into who they have become, which is different than the majority. Sociologist Morris Massey coined the term Significant Emotional Events (S.E.E.). A Significant Emotional Event is one that causes a person to question and even change their values. To create a more influential connection with people, you need to know the stories of the Significant Emotional Events in their lives—good and bad. There is information held within those stories that you will never be able to gather from science or statistics…. 

To truly know the people around you and understand what motivates them and what makes them tick, you have to build relationships with them. When you build a relationship established on trust, then the people around you will open up to you and allow you into their lives by sharing very real—sometimes good, sometimes tough—stories of what they have been through that have formed the why behind what they do. 

With so much nationwide turmoil potentially affecting your team (personally and professionally), it’s likely that one or more of your people are experiencing heartache, despair, stress, etc. It’s incredibly important that you as a leader appropriately show love to your employees in the way of tender communication and finding ways to help that would lighten their load and heal their hearts. A great place to start is simply asking and listening to their stories. When you ask and listen, it shows them you care…and also helps you know exactly how to take action…just two of the many benefits of a leader who S.E.E.s clearly. 

Alyson Van Hooser is a leadership keynote speaker and trainer on millennials, Gen Z, and women in business. With the grit that only comes from tough experiences, Alyson has learned a thing or two about personal and professional success. From her management experience with Walmart, as an elected city council member, bank manager—all before the age of 30—Alyson has wisdom well beyond her years! Her book Level Up: Elevate Your Game & Crush Your Goals is now available from Amazon, Barnes & Noble, Books-a-Million, and other fine retailers. Connect with Alyson on LinkedIn and Instagram. This article originally appeared here on the Van Hooser Associates Leadership Blog and has been edited for inclusion on the Sound Wisdom Blog.

The Corona Concepts by Jim Stovall

Whenever I am confronted with a crisis, I always try to invoke The Serenity Prayer. This particular prayer has a great balance in that it calls for strength for those things we can change, acceptance for those things we can’t change, and wisdom to know the difference. 

For over 20 years, I have written these weekly columns that are read by countless people around the world in newspapers, magazines, and online publications. Rarely do I have the opportunity to give specific advice as most challenges are regional in nature and dependent upon various government entities and local conditions. However, the corona pandemic seems to find us all in the same boat. 

I believe there are three concepts we can all embrace and apply relating to the coronavirus that will serve us well. 

• Follow the rules. One of my favorite definitions of maturity states that maturity is the point in time when we realize that the universal rules apply to us. Medical and governmental officials around the world have offered a number of directives relating to this virus. I believe everyone can agree, we should all wash our hands regularly, apply hand sanitizer often, eat healthily, get some exercise, and be sure to get adequate sleep. Additionally, we should avoid crowds whenever possible and stay calm. The advice to stay calm is not meant to minimize the crisis or its potential impact. It is instead, arguably, the single best thing you can do to boost your immune system. Worry and stress suppress your body’s ability to fight off all sorts of infectious diseases. Once you have done all that you can do, remaining calm and stress-free is a great prescription.

• It’s not all about you. During this crisis, there will be people isolated in hospitals, nursing homes, and quarantined at their residence. A quick phone call, email, or encouraging greeting card can make a lot of difference. You have friends, neighbors and associates who may need groceries, water, prescriptions, or a variety of other necessities. You can either help them get the things they need or help them get where they need to go. Many businesses and workers are suffering. Find ways that you and your company can help them. Remember, a crisis gives us all the opportunity to serve and succeed.

• Take advantage of the situation. Many of us will be isolated or out of our normal routine for a number of weeks or months. You can either tread water during this time or you can make quantum leaps ahead in your personal or professional life. Think of those New Year’s resolutions you have abandoned or things you always wanted to do but never quite had the time. This is a great opportunity to eat healthy, start a new exercise regimen, read books, watch documentaries, begin journaling, complete an online course, or a myriad of other activities that can allow you to go from victim to victor.  

Please understand I realize this is a life and death health crisis for many people, and in many cases there’s nothing we can do to change that. However, while we don’t always have a choice in what happens to us, we can always choose what we are going to do about it. 

As you go through your day today, make the best of a bad situation.

Today’s the day! 

 Jim Stovall is the president of Narrative Television Network as well as a published author of many books, including the Wisdom for Winners series, which is available to listen to on Audible. He is also a columnist and motivational speaker. Follow him on Twitter (@stovallauthor) or Facebook (@jimstovallauthor).