Guest Post from Joane Quitay, our in-house Systems Guru.
My client, Mary, just had probably the biggest tech snafu during a live launch this week, something totally beyond her control.
We spent months preparing for this virtual event – even making last minute changes to improve her funnel – and by the universe’s idea of fun there was a power outage where Mary (the host) is located… in the middle of her paid live workshop.
The power cut lasted for 5 hours, and she had no choice but to cancel and re-schedule. Fortunately, the participants were very understanding. Mary sent out an email immediately to apologize and set up a new date for the event.
I could only imagine the roller coaster of emotions she was experiencing at the time it was unfolding!
I’d just like to recognize the resilience and grace of Mary in this situation. Granted things may not go as planned during live launches, but to have absolutely no way to continue on that very day is a whole other level of stressful.
I wanted to share what I believe went right, despite all that.
- First, acceptance. When faced with a difficult situation, she recognized that shit happened/ is happening. She tried to make it work – but to no avail. It takes a leader to see that through, despite being in the middle of the fire.
- Second, knowing full well what systems are in place, Mary was quick to realize all the automations that we had set up to follow this workshop should be put on hold so she did that immediately to avoid any further confusion. We use a register of all the marketing systems we build/ update and uses a naming convention so it’s easier for her and her team members to track the tech.
- Third, communicate. Immediately the team was made aware of what had transpired so all hands were on deck, pulling the sail to a different route. At the same time, all clients were being notified and Mary’s team got in their good graces. It was a bonus that her customers resonate with her values and are kind and compassionate people.
- Finally, pause. Often we want to make things right ASAP when something goes sideways. But knowing that the more we push, it’s more likely to lead to more errors and stress. Mary knew she had to allow her mind and body to regroup. Having set up all the systems in her day to day allowed Mary to have the space to rest easy the rest of the day.
So yeah, we may have prepared for a totally different outcome, but all that preparation also helped her and her team handle that situation with grace and efficiency.
As I have witnessed, it is when an unexpected circumstance arises that a leader’s true power shines through.
Written by: Joane Quitay, JQ Virtual Services