Is Your Tech on the Fritz? Take a Deep Breath, We’ve Been There

The work day started out like any other—turn on the office PCs, pop lunch in the fridge, get a pot of coffee brewing. But this was no ordinary day. This was the day that everyone fears will come: the computers don’t work. In our case, our server decided to take the redeye to Tahiti with no note.

We tried everything: turn the computers on and off, press every button with a light on it, smash the keyboard with both hands (which fixes somewhere around 90% of computer problems, you know). Zilch. The server was done for. Thankfully we were prepared for this sort of situation by having multiple backups in place for all of our company data. But it set us back a couple of days and left us relying on tedious manual bookwork. If nothing else, it was a stark reminder of how spoiled and reliant we are on technology. It got us thinking—it’s easy to take the convenience of technology for granted.

What can you do, as a business owner, to protect yourself from tech snafus? How do you preserve your image when your digital life goes on the fritz? Communication is key! Whether your point of sale system crashes or your entire network goes up in flames, you have a duty to your customers to keep them informed of the situation. Social media is a fantastic tool to send a quick message to consumers about the issue and what you’re doing to resolve it. Transparency is key in maintaining the trust your customers have in your brand.

Here are a few things to consider when rolling out an urgent tweet or snap:

  • How does this problem affect your customers?
  • What are some of the other ways customers can contact you if they have an immediate need?
  • Do you have an ETA on a resolution?

And remember, it’s always easier to plan ahead of crisis than it is to try and scramble after one happens. Have a crisis communication plan in place and accessible to relevant employees. Make sure your team knows the plan backwards and forwards, and make updates to it throughout the year to accommodate any changes in company policies.

MDI is more than just marketing. We’re here to make sure your business thrives and your customers see you at your very best. We’re happy to help you develop a plan of action for your business to ensure you’re ready for whatever the world throws your way. Toss us an email or give us a call to see what we can do to build your brand.

Submitted by Jessica Miller