In Times of Turmoil, Patience and Communication Are Key

By Sean Hogan

The day began long before the sun rose. At 3 a.m. that summer morning, I found myself groggily pulling myself out of bed to prepare for a 5:30 flight to a business conference in Montana. The early-morning hours are never the easiest, but the promise of a productive trip and the excitement of the conference kept me going.

Arriving at Bradley International Airport at 4:30 a.m., I was met with the usual hustle and bustle of travelers, all with their own destinations and stories. After clearing security, I found a quiet spot to sit and wait for boarding. As I sipped on a hastily bought coffee, I read a brief article on my phone about flights being canceled in Australia. Little did I know that this was a harbinger of the chaos that lay ahead.

Shortly thereafter, the first signs of trouble began to emerge. Flights and monitors at Bradley International started shutting down one by one. It was an eerie sight, and a sense of unease settled over the terminal. The day, which had started so early, was about to get much longer.

As the minutes turned into hours, it became clear that this was no ordinary delay. Delta, the airline I was flying with, was one of the hardest-hit by what was later revealed to be a widespread issue with their cybersecurity software, provided by CrowdStrike. The software update had inadvertently disabled Delta’s primary communication method — its app.

Sean Hogan

“In Delta’s defense, it did have a solid commitment to CrowdStrike and leveraged its cybersecurity software to protect its systems. However, the unintended consequences of the software update highlighted a crucial lesson: the importance of effective communication, especially in times of crisis.”

Throughout the day, as the delays dragged on, one of the most frustrating aspects was the lack of communication from Delta. In our interconnected world, where information is always at our fingertips, the silence was deafening. The uncertainty and lack of updates left us all in a state of limbo, not knowing when or if we would be able to reach our destination.

In Delta’s defense, it did have a solid commitment to CrowdStrike and leveraged its cybersecurity software to protect its systems. However, the unintended consequences of the software update highlighted a crucial lesson: the importance of effective communication, especially in times of crisis.

The entire experience was a true test of patience. As the hours passed, I tried to remain calm and focused, but the stress and frustration of the situation were palpable. It was a stark contrast to the level of communication we have at my company, Hogan Technology, where transparency and timely updates are prioritized.

Eventually, after a grueling 12 hours of delay, we did manage to get to Montana. The relief of finally boarding the plane and taking off was immense, but the day had left a lasting impression on me.

This ordeal taught me several valuable lessons about the customer experience. In moments of uncertainty and disruption, clear and consistent communication is paramount. Customers need to feel informed and reassured, even if the news isn’t always positive. The silence from Delta only amplified the stress and frustration of the situation.

Furthermore, the experience underscored the importance of patience. In our fast-paced world, delays and disruptions can be incredibly frustrating, but maintaining a calm and composed demeanor can make a challenging situation more bearable.

Again, in the end, we made it to Montana, and the business conference proved to be productive and insightful. But the journey there was a stark reminder of the importance of effective communication and the value of staying patient in the face of adversity.

Sean Hogan is president of Hogan Technology Inc.