Advice to leaders on navigating a crisis
SOLID TIPS FOR LEADERS IN ANY KIND OF CRISIS.
Be present and visible. As a leader, your perception about how available and visible you are is inflated. You always feel anyone can contact you. Your employees don't feel the same way. You need to create opportunities to be present with your employees, even if you can't be there physically. This can be on chat like Slack, or on video conferences. If you aren't used to responding in chatrooms, get used to it.
Be understanding. In times like this, people are afraid. Ask about their families and friends before talking about the business.
Be realistic. Don't promise things you can't deliver. None of us know what will happen tomorrow, and so it's sometimes tempting to say you can promise things you can't deliver. Better to say "I know as much as you do" if that is the truth.
Be creative. Your customers may want different things delivered a different way than they did just one month ago. They still may be willing to pay good money for a valued service. Those that can be creative and help their customers problem-solve while at the same time not be seen as taking advantage of a crisis situation will be the ones that thrive.
