What Do You Do When a Personal Crisis Strikes While on Company Time?

As much as we would all like it, life does not stop while we are at work or away on business travel.

As consultants, we often feel more connected to our clients than we do to the companies we work for. However, when crises occur, we should not rely on our clients to fix them!

Consulting managers have heard it all. Here are a few personal, real-life examples of crisis situations that have come up with consultants over the years:

• “I lost my passport and ID and I’m stuck at border security and cannot get back into the country.”
• “My apartment building burned down while I was out of town, and I have no place to stay.”
• “I’ve just been injured in a car accident on the way to a client meeting.”
• “Last night I got arrested for Driving Under the Influence.”

Your company will not say, “Good luck with that. Let me know how it turns out.” They will do whatever can be done to help. Even if they’re not happy with the situation, they can help you.

If at all possible, do not call your client for help. On a human level, they will certainly want to help you, and almost certainly will, but you never want to become a distraction. Part of being a professional is to handle difficult situations with aplomb. You will never have a better opportunity to shine than in responding to a crisis.

The most important thing is to carry out the timeless advice from The Hitchhikers Guide to the Galaxy: Don’t Panic.

When Hurricane Katrina blew through New Orleans, the levees broke and the city was evacuated, I had many employees who were affected. Thankfully, virtually all of them were in touch either immediately or within a few days as they vacated the city and got back “on the grid”. However, a few bad seeds chose to take advantage of the situation and disappear. I will never forget the words of the company president as we dealt with these situations: “When disaster strikes, first you call your mom. Then you call your boss.” Notice that he didn’t mention the client.

I know what you’re thinking: “The client needs to know if I’m not showing up.” Of course they do. Straightforward communication about the situation is the best policy, but only to the extent it impacts your client. Telling them what went wrong is not the same as asking them for help to fix it.

When disasters strike, stay calm. Be smart. And call your boss (or HR department, or co-worker). Help will be provided; you will get through it. And when you tell your client the story, they will be impressed and respect you even more.