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>>> Talking to customers and staff about H1N1 <<<
What would you do if your biggest customer said “we don’t want your people coming through our door because of H1N1?”
This is exactly what happened to a Canadian company doing work all over the world. A major European client threw the potentially disastrous curve.
The company responded swiftly and provided the customer with convincing information about how they planned to deal with any outbreak of the virus, how their staff would manage and all the preventive work they are doing to keep everyone healthy.
It worked…but it was tense and it could have been disastrous for that company
Are you ready for whatever H1N1 may mean to you and your business? Have you looked into getting vaccines for your employees? Bought masks? Opted for less travel and more on-line work?
Have your decided what to do if up to 30 % of your employees are off sick with the virus?
That statistic, by the way, is from the Center for Disease Control and represents the standard number of people felled by flu in most ‘normal’ years. They are concerned with H1N1 the coming fall and winter will be nothing ‘normal.’
What are your employees thinking about the potential risk? During Hurricane Katrina, almost 40 % of the New Orleans police force quit because they decided they wanted to stay home to protect their families rather than face the dangers of the job.
In addition to discussing the operational challenges of nervous customers and ill staff, have you talked to your management team about prevention and information measures? Have you posted signs in the washrooms and lunchrooms and outside by the smokers’ area about precautions to take?
Have you communicated with your customers so you know their specific concerns about the virus? You can do this research without throwing anyone into a panic by checking out secondary sources on-line and from your industry association. Be pro-active in addressing the questions.
If you’re in the hospitality industry or food services, think of ways you can promote anti-flu foods, careful preparation and healthy eating. Consider putting a note on the menu or preparing a special flyer or posting on your website about the efforts you’re making.
Look at all your current methods of communication – email, website, Intranet, blogs, Twitter, texts, newsletter, bulletin board, staff meetings, mailings to customers, conferences – and find opportunities to reassure everyone.
Knowledge is not just power – it’s comfort and shows leadership. Everyone relaxes when you tell them someone is taking responsibility and taking care of business.
An ounce of prevention…
Deborah Folka
Senior Consultant
Maximum Impact Training & Development
604.517.1339 (direct)
