How to emerge stronger from the coronavirus pandemic

Ben Jacobs, BridgeTower Media Newswires

The last four months have dramatically changed the way in which we work. Now that people are starting to return to work, there needs to be a shift to define how your organization will operate in the future. The best organizations will use the lessons learned to emerge even stronger. Many organizations have found, surprisingly, that working remotely has been a good alternative option. In fact, some leaders have been shocked that productivity has gone up. Others have realized the ability to pivot quickly with things that once would have taken weeks and sometimes months. Whatever you have learned, utilize these lessons to find ways to emerge even stronger while maintaining the practice reputation and giving your clients the service they desire and deserve.

There are a number of ways in which to use information learned during the pandemic to help your organization meet the needs of your clients which have been affected in different ways. Some essential businesses have been working overtime to meet the needs created by the pandemic, others have dramatically cut back on their hours and still others have not been able to open at all. The various statuses of organizations bring about different needs. Whatever their condition, client communication has never been more important.

One of the best ways to uncover the gems that have been realized is to bring your team together for an honest conversation. Discuss the strengths of your organization and how to recognize those who have really risen during this critical time. Also, what have you learned that you can utilize moving forward? How has the pandemic given you a different perspective on your organization? Are your people aligned around your purpose? Areas you can benefit from include:

Adaptability: Your people were faced with multiple challenges. Some of their spouses and partners lost their jobs, and some had both people working from home. Others had to find ways to balance work and children’s schooling when schools and day cares closed. How did they do? Are there things they learned about themselves that will be helpful moving forward? How was their ability to pivot and improvise? This may be an indicator of leadership skills from which your organization may benefit.

Client relationships: Customer service is a relationship business and a key to maintaining and growing a practice is how your people feel when they work with your organization. Your people should listen attentively to their clients. This means listening to understand, not just respond. What did your people do stay in touch with your clients? Did they come up with innovative ways? Are these things you can keep in place? If so, find out what they did and see if it would be helpful to integrate these practices into your organization.

Education: How can you make yourself stand out? The pandemic has brought about several new legal issues with regard to waivers, evictions and liabilities. Are you offering your clients information regarding these topics? Ask your people about information they have learned in these new areas and use it to educate your clients.

Communication: Words matter! Have you spent some time thinking of the best ways to meet your clients’ needs where they are at? Has your organization facilitated any discussions about language that will help and validate your clients? Stress increases angst that your clients feel, and it may make them more difficult. This does not mean tolerating abuse but help your people to understand ways to help your clients feel cared for. Assist your people in understanding the client’s anger is not about them and not to take things personally. People want to feel listened to and sometimes they may need to vent.
Once they do have the opportunity to vent, their frustration dissipates. If they feel understood it will go a long way toward helping you to connect with them and create a good experience during a stressful time.

As your organization emerges into our new normal, find ways to use the lessons learned to become even better at what you do. Organizations that survive and thrive will use these lessons to become even more agile and better than before. One of the best ways to become the go to law firm is through word of mouth and this happens when people not only trust your expertise but enjoy working with your organization.

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Beth Sears, Ph.D., President of Workplace Communication, Inc. is an interpersonal and organizational communication expert. Using her unique approach, Beth has helped leaders to clarify their vision and create language that inspires and engages their workforce, resulting in collaborative, focused teams. Contact her at (585) 538-6360.