3. If you made a mistake, own it, fix it, and promise to improve
Once you know what happened, check to see if there was an issue on your end. If there was, fess up. You want to take responsibility for what you did wrong, not point the finger. Again, this all comes back to maintaining calm control over the situation and instilling trust and respect in your customers.
For example, if you found that the root cause of an issue was a single computer lacking a critical update that gave hackers a backdoor into the system, mention what happened, what you did to fix it, and how you’ll prevent it from happening again.
However, make sure you stop your communications here. Don’t overexplain or apologize too much; neither will spark confidence in your abilities. Remember that this is about your customers, not you. Overexplaining and rampant apologies (or worse, avoiding responsibility) put the focus on you, rather than the customer.
4. Prepare, prepare, prepare
In the long term, you may want to set up a playbook for what you’ll say and who will say it when crisis hits. You’re probably already familiar with this in part if you’ve done any disaster recovery plans. However, having a communication plan in the event of a power outage in your area, for example, can save you time and help reduce that initial panic.
Plus, as an MSP, you may start to see the same issues over and over. Many times you can prevent them in the future and learn something. However, some issues simply happen. Maybe you get a new employee who doesn’t know the ropes and does something less than ideal. Plan for issues like these—you don’t want to get caught flat-footed in a crisis.
Preventing crises in the first place
Of course, one of the better ways to deal with crises are to avoid them. Unfortunately, you’ll never fully escape incidents, but you can reduce them by putting the right steps in place.
One of the biggest sources of crises is human error. Humans make mistakes, whether due to ignorance or being stretched too thin to focus appropriately. Automation tools can help you reduce this human error, particularly when it comes to repetitive tasks where a technician’s attention may wane, or they simply forget. SolarWinds® RMM includes a full automation suite that lets you either upload your own scripts or create your own via a drag-and-drop editor that enables you to create complex scripts without writing a line of code. Help reduce human error—try SolarWinds RMM today and see how easy it can be to automate the routine.
Tiffany Nels is Chief Communications Officer at SolarWinds