If you’re watching the news every night, it’s easy to get depressed about world affairs. We’ve recently lived through a mass shooting, three devastating weather events that heavily impacted coastal areas, and wildfires out west. Even though most of us live in relatively safe areas and the potential for being impacted by a disaster is fairly slim, discussing disaster preparedness is something that all businesses should prioritize.

It’s easy to put off developing a plan for something that may or may not happen, but in the event it does, it’s important that your staff knows how to proceed together in the right direction. In the online eBrief newsletter, Rural Lifestyle Dealer recently posted a guide for disaster preparedness: http://bit.ly/RLDDisasterPlanning.

I want to focus on the human danger arising from possible conflicts inside your dealership. These situations can arise and escalate without warning — and I’m speaking from personal experience. While in dealership management, I agreed to assist a customer in moving equipment from one farm to another. It was against my better judgment. I was moved by his sad story that no one would help him and we were slow in trucking. It turned out his equipment wouldn’t run and was inaccessible by our winch truck.

When our truck driver indicated that moving the equipment wouldn’t be possible, he went ballistic. He ended up in my office in a screaming fit. The staff could tell I was in danger and were ready to help.

After this situation, which nearly got physical, I met with the staff and we discussed what to do if such a situation should arise again. Decisions were made about when to call the police and how to act during the time between the start of the altercation and when the police arrived.

I’d like to say we were prepared if there had been a repeat incident, but as the years go by, you think less and less about a recurrence. The urgency fades away, decisions are forgotten and staff changes along the way. This is your reminder: It’s time to blow the dust off your plan and meet with your staff to discuss these topics:

1 Do all employees understand when to report any indication of possible danger? If there is a couple in the showroom having a huge argument; if someone at the parts counter has stormed off in a rage; or a disgruntled former employee has arrived … at what point should the manager be alerted?

2 Is there a contingency plan for when the tension has moved up a notch and there is active danger? For instance, let’s say the couple has moved to the parking lot and escalated their disagreement; or the guy at the parts counter has stormed off to his car and is returning; or the former employee is yelling at his old boss. When is it time to abandon your station and help ensure your safety and that of your co-workers?

3 At what point do you notify authorities outside the dealership that a problem has developed? Are there intermediate steps that can be taken to slow the pace of the incident until help arrives?

4 What is appropriate action if the worst is happening, such as if shots have been fired in the parking lot or a weapon is shown or physical threats are being made to a supervisor? When is it time to lock the front doors and close the shop?

In the case of my trucking incident, I spent a great deal of time enduring the wrath of the customer and when he had finished venting, he was civil. Never argue with someone who is in that state of anger. Spend a lot of time listening and keep your vocal tone soft and soothing. Avoid escalation at all times. The guy left the dealership in peace and we immediately alerted all authorities about the situation. We never heard from him again and I feel fortunate that the situation resolved that easily.

When you bring up this topic at a staff meeting, discuss altercations and weather events, but also fires, chemical spills and employee injury. It not only gets everyone in your dealership on the same page about what to do in an emergency, it sends a message to your people that you value them. Discussing it doesn’t cost a thing.