How to Lead in a Crisis

How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. 

You have to be that person to fight overcome the odds and be the one that people can look to and rely on.

How to Be a Great Leader Today

1. Figure out and try a thousand ways. 

Create innovations that no one ever thought of. Lose sleep. Get around to find loopholes. Research. Sweat like you’ve never sweat before. 

2. Communicate, communicate, communicate.

Be transparent while still walking the fine line of causing panic to your team members. Dramatically increase your talk time. Let them vent and let them be scared. Be over-communicating

3. Pull out your mission, purpose, core values, and your service vision. 

Remind yourself and use them in your language why you created them. Walk the talk and give examples. Talk about how your team is living your purpose or core values.

4. Find an amazing opportunity.

Find a gift. There are amazing opportunities in this. Look at this in a way that this is not happening to us, but for us.

Your Customer Experience on Center Stage

1. Be careful with immediate reactions. 

How you treat your customers during this time will result in how they treat us later on. The business may not come back to you if you punish your customers right now so leave the contracts in the drawer. Just be a resource for your customers.

2. Know your people’s FORD. 

FORD stands for family, occupation, recreation, and dream. By knowing and showing that you care for their FORD, you’re able to build and own your relationships with your customers and your team.

Your Employee Experience on Center Stage

1. Be exceedingly human. 

These unprecedented times call for you to stretch beyond your normal comfort zone and be even more vulnerable than ever. 

2. Be a resource for your employees. 

Have regular video conferences with your team. Avoid seeming cold and fearing. Help them find a gift in their personal lives. 

A Recession is a Horrible Thing to Waste

There are hidden opportunities found in a recession. You have to reinvent yourself. There will be less competition. Encourage means to put courage in others that they feel they can do anything. 


For more information and resources on how to better lead in crisis, check out The Customer Service Revolution podcast. If you’d like to listen, head over to

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.