As it became clear that the COVID-19 pandemic was going to impact all businesses, we gathered together as a company to assess our next steps. I asked my team two key questions. First, we needed to determine what decisions had to be made immediately in anticipation of persistent quarantines and lockdowns; second, we had to project what needs our clients and prospects would have in order to actively support their businesses in recovering from the crisis.

Our answer to both was that there was a need to stay the course—concentrate on our engagement, stay focused, be persistent and continue to implement the growth plan that was established for 2020.

Accordingly, we aggressively reenergized the work and operating processes that have helped us to establish Management Solutions as an industry leader. Among these processes are four key principles that are the basis of everything we believe and do.

  1. Ensure all business solutions are proven, sustainable and customized for each client’s needs. We don’t believe in off-the-shelf solutions.
  2. Provide project value beyond a stated scope of work. Going the extra mile is always important.
  3. Consistently deliver significant cost reductions, improved efficiencies and expedited project completion. Customers expect results.
  4. Always focus on the people side of change management; it is what enables change to be sustainable.

The bottom line is that taking no action at all is the riskiest response in mitigating a crisis. The goal in managing unpredictable challenges is resilience—the ability to not only survive, but thrive through unpredictable and potentially unfavorable events. Always take what you’ve learned and reflect it in your future plans.