How do you manage client communication during a crisis or emergency situation?

1 Prepare a crisis communication plan

Before a crisis hits, you should have a crisis communication plan in place that outlines how you will communicate with your clients, what channels you will use, who will be responsible for what tasks, and what messages you will convey. A crisis communication plan helps you avoid confusion, inconsistency, and delays in your communication. It also helps you align your communication with your company's values, goals, and policies.

2 Be proactive and transparent

As soon as you are aware of a crisis or emergency situation that affects your clients, you should reach out to them and inform them of the situation, the impact, and the actions you are taking to resolve it. Don't wait for them to contact you or hear it from another source. Be honest and transparent about the severity of the situation, the risks involved, and the expected timeline for recovery. Don't make promises you can't keep or hide information that could affect your clients' decisions.

3 Communicate frequently and consistently

During a crisis or emergency situation, your clients need to hear from you frequently and consistently. You should update them on the progress of the situation, the actions you are taking, and the results you are achieving. You should also communicate any changes, delays, or challenges that arise along the way. Use multiple channels, such as email, phone, video call, or social media, to reach your clients and ensure they receive your messages. Use clear, concise, and empathetic language to communicate your messages.

4 Listen and respond to your clients' concerns

A crisis or emergency situation can cause anxiety, frustration, and uncertainty for your clients. They may have questions, doubts, or complaints about the situation and how it affects their business. You should listen and respond to your clients' concerns with empathy, understanding, and professionalism. You should acknowledge their feelings, address their issues, and provide solutions or alternatives. You should also ask for their feedback, suggestions, or input on how to improve the situation.

5 Showcase your value and expertise

A crisis or emergency situation can also be an opportunity to showcase your value and expertise as an account manager. You can demonstrate your ability to handle difficult situations, solve problems, and deliver results. You can also highlight your strengths, achievements, and successes that are relevant to the situation. You can also share your insights, tips, or resources that can help your clients cope with the situation or improve their business. By showcasing your value and expertise, you can build trust, credibility, and loyalty with your clients.

6 Learn and improve from the experience

After a crisis or emergency situation is over, you should evaluate your client communication performance and identify what worked well and what didn't. You should also solicit feedback from your clients and ask them how satisfied they were with your communication during the situation. You should use this feedback to improve your communication skills, processes, and strategies for future situations. You should also thank your clients for their cooperation, patience, and support during the situation and celebrate any achievements or milestones you reached together.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?