While the loss of 11 lives in the tragic Golf of Mexico Oil Rig Disaster is truly a shame, and out hearts go out to the families of those injured or killed in the incident, I was amazed at the response from those left to clean up the mess, and how many businesses could use the same approach to attack customer problems head-on.
These oil rig clean-up crews are not just a after-thought. They practice for years and years, making sure they have their response down pat. They anticipate potential threats and devise ways to attack the problem.
Do you anticipate customer problems? Do you run customer drills so that every person in your organization knows what part they will play? Maybe it’s time to start!
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