Foundational elements of managing crisis with clients:

We are in uncharted waters right now with the pandemic and its rippling effects across so many different platforms. Although we may be social distancing, it’s more important than ever to lean in to your client relationships right now. I’ve assembled a list of ways you can be helpful.

Listening to understand your client. Practice active listening.
Compassion. Be present. Ask them if they are safe, healthy, or at employment risk?
Stay active. You can’t over-communicate during this time
Be visionary. This situation will not last forever. You are in this for the long haul.
Planning process should not change. Every non-decision or delayed decision has an impact on planning.
Long-term goals should not change. Do you want to delay retirement? College?
Get creative. What have you not had the time to do before? What’s an alternate way to serve clients? Introduce your team to the client via technology
Be counter-intuitive. This is actually the best time to build relationships and look at decision-making.
Adversity creates opportunity when you manage fear. Now is the time when your clients are vulnerable in their concerns and their vision. Be the shining light.
Lead your team. Don’t assume they’re comfortable right now just because they are employed. What are their concerns? How can you guide them through their own personal challenges?

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