You're Only As Good As Your Worst Day

From a customer's standpoint, the reputation of a company is made or broken during the time there is a problem or a crisis.

If a faulty product or service results in endless customer care calls that lead nowhere or jumping legal loops, then the customers will take their business to some other company.

• Companies prove their real worth when they adapt themselves to changing market conditions during a financial crisis.
• Companies which pivot themselves and take care of their employees, customers and stakeholders are the ones that thrive.
• If they are raising CEO bonuses and firing their own employees when the chips are down, they are not to be trusted.

Leaders who are at the helm during pandemics, natural disasters, wars, economic crises are the ones which handled the turbulent waters with their grit and resilience.

An empathic leader who provides reassurance, comfort and security during times of uncertainty is the one to bank on.

• If your spouse stood by you during your jobless months, when there were uncertainty and stress all around, then the relationship is worth its salt. Anyone can stand beside a successful person during a good time.
• How a partner is treated during a bitter argument is something that is remembered, not during a holiday at the beach.
• Even the boss would remember how you toiled and ground yourself during a stressful project, not when all was smooth sailing.

Our worst day is a chance to show our best qualities, and to stand out.

What we do during the times of turmoil and crisis cannot be faked. It’s when the real ‘us’ is out there in the open, for all to witness. One cannot stall or cook up an excuse when the problem is up close and personal. Our plans, preparations and behaviours show how much we care for our loved ones, and the people who depend on us.