Reacting vs. Responding

I found solace this afternoon in the library.  Surrounded by books, newspapers I could actually open with my hands, and hours ahead of me to write.  To write for clients, to write to a friend who is in need of some words of encouragement, to write for myself.  In particular, this afternoon found me in an interesting conundrum that some of us may come to in our professional or personal lives.  I had to ask myself “Am I going to react to this situation or am I going to respond to it?”  This situation I am referring to is one I have been in before, it definitely could have masked itself as a personal attack (if I let it), or it could have presented itself as an opportunity for growth for me, for my business, for the opportunity to take an afternoon to write, and to respond.

You are likely someone who finds themselves in similar situations at work.  But your situations might be bigger.  What happens when your client is unhappy with you and your services?  What if they are so upset they are beyond consoling and are threatening your reputation?  What do you do?  Do you react?  Or do you respond in that moment?

We in the communications world call this “crisis communication.”  It is a really BIG phrase to throw around, and it is not one that I use lightly.  Have I had my share of crises to communicate about?  Yes.  Are they experiences I brag about? No.  But am I good at it?  I am.  I have to be.  When you are tasked with responding to a situation in a timely manner that is diplomatic and to the point, you need to do just that.  You need to respond.  Not react.

So maybe you and your business may not see the need for assistance in communication, or your on-line reputation for that matter.  If that is the case, good for you!  But if there comes a time when you need someone to respond for you, to be proactive for your business, feel free to give me a call, the two of us might be able to work something out together so you don’t have to find yourself reacting.  Until then, here’s hoping you get some time to be surrounded by books, or maybe a quiet spot in the sunshine to respond instead of react.