One week ago there was chaos, heartbreak and tragedy. Three communities were rocked by gas leaks and explosions, taking one young man’s life.
What can we learn from the Merrimack Valley Tragedy as individuals and as business leaders?
In the past week, we have seen the best of people and the worst from a company who will never be the same: Columbia Gas. Last Sunday I drove around affected neighborhoods where there were many flashing lights: crews working on Sunday going home to home. It still struck me as surreal that such a tragedy could occur.
So what can we learn from what happened in Lawrence, Andover and North Andover? I think there are 6 things to learn:
- Respond Promptly. Learn from what Columbia Gas did NOT do. Hours passed with no public statements. Phone calls went unanswered. Columbia Gas is in a world of hurt. Their brand is ruined. God forbid your business finds itself in a horrible situation, respond, don’t hide.
- Selflessness. The gray/blue house burning on live TV was heartbreaking. Later we learn that home belonged to a Lawrence police officer. Once he confirmed his family was safe, he moved on to help others in need. His home burned to the ground as backup had not yet arrived form surrounding communities. This officer was the epitome of selflessness. In the midst of chaos, there are so many stories of people doing kind deeds: running to homes to ensure kids home alone got out of their homes while their parents were not yet home from work; neighbors helping neighbors turn off the gas, rescue a pet or help the elderly.
- Take Action. Whatever our roles in life, take action to help others. The alarm sounded far and wide last Thursday to call in first responders. The logistics in place to coordinate so many first responders is remarkable. Staging areas were set up, coordination of teams, back up teams defined. A HUGE shout out to all the first responders who came to the aid of our three communities. Homes and lives were saved.But, also there were businesses who also took quick action. A big shout out to the Salem Waterfront Hotel who was one of the first posts I saw of businesses getting the word out on social media to offer rooms to those displaced. There are so many businesses and companies who took action in the midst of chaos to turn lemons into lemonade: Good Day Café, Market Basket, local salons out of business due to no hot water buying coffee for the first responders. So what can we all learn: don’t stay on the sidelines: take action to see how you can help. Personally, I started cooking as we reached out to friends to offer them a place to stay, meals and a bed or a couch to sleep on. With the risk of losing power, I tried to get as much food cooked as I could in order to feed friends in need.
- Don’t wing it. Be prepared to speak to the press. Identify the appropriate spokesperson and make sure they are fully prepared to speak. Columbia Gas made serious blunders that can’t be fixed. One representative apologized for the ‘inconvenience”. What an incredibly insensitive term to use when a life has been lost, people are injured and many people have lost everything. This is not an ‘inconvenience’. And as we all learned, don’t send a team to speak to affected residents and business owners with no authority to speak or act.
- Educate and inform your customers. Ask yourself, what business are you in? In the wake of a tragedy, what do your customers need to know? Many gas customers had no idea how to shut off their gas. Do you as a business have an opportunity (and a responsibility) to inform your customers of how to use your product or use a safety measure or emergency turn off switch? Do they need an app, a sticker, a postcard, a wallet reference? Thank goodness for many good neighbors and gas workers who sprinted from house to house to turn off gas valves.
- Be a member of the community. As a business owner, reach out and be part of the community. There are many ways to help people in need. The road is long for those affected by the Merrimack Valley tragedy. We are one week into a long recovery. Miles of new gas line is going to take a while. Think about what you can do as part of the greater community to help healing. A shout out to the Merrimack Valley YMCA who is offering hot showers to anyone impacted. Consider donating food as the local food banks try to get back on their feet or donating gift cards. Cor Unum is continuing its mission to feed the poor while they try to get back up and running. As noted on their website, please consider donating money to help them buy food in bulk. To donate to the emergency fund established for all affected, please click here.
It’s been a heck of a week. It’s easy to go back into our comfortable routines and forget about the heartache that is oh so close. Think about your company, your brand. What do you value? Imagine if each of us takes action to help others and what impact we can have?