Disruptive events occur commonly for companies today and are growing larger, with many becoming quite painful. Think about supply chain breakdowns, technology failures, cybersecurity incidents, closings caused by natural disasters, and more. It’s a troublesome list. Many of these events even overlap and compound each other, leading to significant financial and operational problems for businesses both large and small. Brady Chuckel, President and CEO of Paul Davis of Southeast Wisconsin, finds that for his customers, Mother Nature can bring about some of the worst disruptions and often, surprisingly cruel ones. “We see the underbelly of business disruptions every year. And we respond promptly to operational shutdowns that storms, fires, floods and more, produce to cause short- or long-term business closures. Our speed and consistency of response can positively influence how customers, employees and the community at large—perceive the company’s future ability to repair, recover, and thrive once again.”
Protecting your company’s operating ability following a disruptive operational event requires pre-planning, proven procedures mapped out ahead of time, and smart post-event actions that will lead promptly to a complete recovery. For example, flood and fire damage are common, severe disruptions that Paul Davis Restoration is called upon to solve. “Whether it’s a large operation like a school, community center, grocery store, multi-family condo, or apartment complex, or a neighborhood drug or convenience store, the solutions are not that different,” says Chuckel. “Rapid inspection by trained and experienced technicians are necessary to identify and protect against additional hazards and plot mitigation requirements. Expert, experienced recovery and restoration professionals, who work for large national companies like Paul Davis Restoration, provide the skills required to fully repair or rebuild facilities quickly. If it’s a business or facility that is unable to safely operate, pre-planning and having sound restoration procedures for the business are a must. This is no time for guesswork. Without a proven, professional mitigation and restoration partner, time will drag on beyond what business operators can afford, and most important, well beyond what customers will accept. Regaining operating abilities rapidly is vital.
Restoring a company’s good reputation cannot be overlooked either. These tips come from experience and should not be ignored. “First, business owners and operators need to acknowledge and explain the disruption issue. Be transparent. Extend sincere public apologies for inconveniences and explain the tangible, corrective actions being taken,” explains Chuckel. “Communicate transparently and consistently through various online and community channels, focusing on honest, empathetic messaging, will go a long-way to regain customers, reassure vendors, and encourage customers to come back. Afterward, focus on consistently delivering high-quality products/services, gathering customer feedback and acting on it, plus encouraging positive reviews and testimonials from customers, employees and others impacted by the disruption. Be sure to thank them for their good suggestions, too.” Paul Davis often helps affected customers take the most useful steps that help bring back customers and increase business once again.
After the fact, Chuckel makes another great point. “Make your customers feel appreciated. Give them sound reasons to return through exclusive offers and reward them for extending their loyalty with special incentives. Rebuilding your business after a disruption doesn’t happen overnight, so be positive, be patient and thank anyone and everyone for staying with you.”
