If a tree falls in Connecticut, does the power company hear it? And more to the point, do you know if they’ve “heard it”?
While it remains unknown what will be learned from the review of CL&P and UI ordered by Governor Malloy, one thing is clear — CL&P has communications problems.
Storm Alfred was monumental and so was its trail of destruction. It seems incredible that the line and tree workers were able to accomplish such a large percentage of restoration in mere days, and I tip my hat to them for their very hard work. But for those residents in hardest hit areas who didn’t even see the orange glimmer of a utility truck until after a week’s time, answers will need to be given. And, probably, changes will need to be made toward future restoration efforts of this magnitude.
But whether your lights were glowing again after three days or 13, everyone noticed CL&P’s communication errors. Website info didn’t match text messages which didn’t match what town officials were given by company liaisons which didn’t match information presented at the daily press conferences. Firm, self-imposed, deadlines were provided (and missed) when “working goals” would have sufficed.
Having spent my career in marketing communications, I feel the need to use CL&P’s most recent struggles to point out the critical importance of communications to every type of business. Retail, nonprofit, technology, healthcare — doctor, lawyer or Indian chief — you need to have a strong communications plan and have experienced staff or outside experts carrying out that plan.
Your business is only as strong as its weakest link. If you aren’t communicating clearly and accurately to your constituents, you aren’t serving them.
Communications build business, engage customers, support employees and add value on any given business day. But, especially during difficult times, good communications could literally make or break your business.
Whether it’s press releases, promotional copy, employee information, customer newsletters or social media marketing posts, your company’s communications are as relevant to your long-term bottom line success as any other business activity.
So, no matter the type or size of your organization, make your communications plan a top priority…today and every day.
Mary Engvall is president of M.E. Marketing in Canton. Reach her at M.E.Marketing@comcast.net.
