Nobody prays for a crisis.  We don’t wish it upon other people and we don’t wish it upon ourselves.  There is real pain and stress that takes a personal toll on everyone involved.  The death of a loved one, a broken relationship, a setback at work, or financial hardship are just a few examples of crises we have to overcome in our adult lives.  In these moments, it is time to circle the wagons and deal head-on with the crisis at hand.  It is also an opportunity for you to appreciate your core group of friends and family who are there for you when you need it most.  Care and concern demonstrated by your inner circle in a time of crisis will never be forgotten.  It is one of the “good” things to come from a setback.  And the bigger the tragedy, the more we appreciate the loyalty, love and support of these relationships.  Everyone is going through some type of crisis.  It is up to us to help our inner circle through these difficult periods.  Sympathy and understanding can turn a major catastrophe into a temporary speed bump.  This support is more valuable than you will ever know.

In the business world, the same principle applies to your clients.  In my first job out of college, I sold office supplies in the Washington, DC area.  As I was struggling to build my client base, I learned how powerful it was to help a client in crisis.  An urgent need for a toner cartridge when a small business was on deadline for a project.  Personal delivery of copier paper (Dunder Mifflin!) when a law firm had to file a brief on time.  Rapid response and care in these mini-crises made a huge difference to these companies.  While I wasn’t saving the world or saving lives, I was demonstrating loyalty and support when they needed it most.  They never forgot my response in their time of need and these clients became the foundation of my business for years to come.    Trust and loyalty increase exponentially if you are able to help someone through a crisis.  While offering support in a crisis is not about getting something in return, it is imperative in your personal life and the right thing to do for your business.

In the same way, quality managers must realize that their team members are composed of individuals who occasionally go through difficult periods.  Managers do not need to delve into the personal lives of their team, but they should be able to recognize when extra support is needed.  Many years ago, when I moved from the West Coast to take a new job in New York, I was almost completely bankrupt.  The cross-country move coupled with the expensive Manhattan rent was creating a major drain on my finances.  To make things worse, there was a glitch in the payroll system and I did not get my paycheck for the first full month of employment.  I had no way to pay the rent much less buy groceries.  Panic was setting in and I had nowhere to turn.  My boss, Dave Gwozdz,  did not know how dire my personal situation was, but he intuitively sensed that this glitch would be problematic for me.  He called me into his office and offered me $500 cash to pay my rent.  (I told you this was a long time ago!) He refused to take no for an answer and refused to let me pay him back.  What a selfless and empathetic gesture!  While $500 was not a lot of money for him, it meant the world to me.  It also engendered incredible trust and loyalty.  I worked as hard as I possibly could for him and never forgot his act of generosity.  To this day, I would drop everything to take his call.  Coming through for a team member in a crisis, while  a reward in its own right, can set you apart as a manager and a friend.

Something good comes out of every crisis.–Dave Pelzer

Do not wish for a life free from crisis.  You will be disappointed.  Instead, focus on the love of your inner circle of friends and family who will support you in your time of need.  And pray for the strength to return the favor when your support is needed.  What more can you ask for in a time of crisis?

Until next week, keep smiling!