84: Managing an Unexpected Tech Crisis as a Small Business Owner

You won’t believe this tech drama! – from launch day excitement to Google flagging the Kindergarten Ready website as dangerous. Heather takes you behind the scenes of a real-time tech crisis that struck during the membership launch (one of the biggest of the year) of Kindergarten Ready Club.
She shares how her website was unexpectedly flagged for phishing, detailing the disruption it caused to her operations and the steps she took to troubleshoot, including involving tech support and communicating with her audience.
Tune in to hear all the details of how she is dealing with the issue and what her plan is going forward. Also, be sure to tune in next week for part 2 – an update after this crisis is solved!
Need tech assistance?
Connect with Grayson at iMark Interactive: imarkinteractive.com
Key Takeaways:
- (02:25) Launch day tech crisis
- (05:30) Why Google views the website as a threat
- (07:20) Communicating with email subscribers
- (10:25) Staying calm amidst chaos
- (13:30) Webinar success; building confidence in yourself
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Overcoming Tech Challenges During a Major Business Launch
How to stay calm, adapt, and thrive when unexpected tech issues arise
Running an online business comes with a unique set of challenges. From website issues to email glitches, navigating these obstacles requires patience, adaptability, and a proactive approach. Today Heather shares a recent tech hiccup and offers insights on managing these unexpected crises effectively.
Introduction to the Crisis: When Tech Fails You
On the day of a major membership launch, her website was suddenly marked as “dangerous” by Google, causing critical functionalities to fail. The incident highlights a crucial point for any online business owner: tech issues are inevitable.
“The other side of my business is in the midst of what can only be described as a tech crisis. My website is blocked, and Chrome and all of Google have classified it as dangerous,” Heather revealed, emphasizing the significance and urgency of the situation.
Maintaining Composure Amidst Chaos
One key insight Heather shared was the importance of staying calm. Years of experience had taught her that panicking doesn’t help but having a composed approach does. She contrasted her current calmness with her initial years in business, where tech issues left her frantic and distressed.
“I’m feeling really calm in my business lately… Things go wrong. It gets fixed. I know it’s not the end of the world,” she said. This sense of calmness stems from confidence in her team, knowing that she has seasoned professionals handling the technical aspects of her business.
Immediate Steps to Address the Crisis
Heather’s first step was to identify the problem. After verifying that the issue was not isolated to her own devices by consulting her husband, she approached Leadpages’s support team. They guided her to check her DNS settings via her CloudFlare account, only to discover that the problem was more extensive than initially thought.
“She’s telling me to go into my CloudFlare to adjust my DNS… This is more than just a Leadpages issue. This is my whole website,” she noted. Heather then turned to Grayson Bell of iMark Interactive, her trusted tech support, underscoring the importance of having reliable technical support in place.
Transparent Communication with Your Audience
Heather’s next focus was managing her audience’s expectations. With her main customer service email and checkout pages down, communicating the issue transparently to her subscribers was crucial. She used an old blog’s email address to send an update, expressing the situation candidly.
“I believe in being honest with your people… At least this addresses people who are clicking on that link and getting this absurd message,” she said. Transparency not only maintains trust but also mitigates potential misinformation or frustration among customers.
Reflecting on the Importance of Technical Support
Heather’s experiences highlight the indispensable role of technical support in running an online business. Her reliance on Grayson Bell and the team at iMark Interactive is an example of investing in specialized assistance to manage tech infrastructures effectively.
“If you have a WordPress website and you’re looking for someone to manage it… I highly recommend Grayson’s iMark Interactive. They’re just so good,” she advocated. Knowing when to seek help and having reliable experts to turn to can make a significant difference during tech crises.
Holding on to Perspective and Planning Ahead
While the timing of the crisis was less than ideal, Heather remained optimistic. She recognized that unforeseen issues were part of the business journey and focused on solutions, including extending her membership launch and considering switching her domain if necessary.
“Thankfully, it’s January. Throughout the rest of the year, I can make it up and still end up where I wanted to be,” she explained. Planning for contingencies provides a safety net when things don’t go as planned.
Heather’s tech crisis serves as a valuable lesson for all online business owners. Challenges will arise, but how we respond to them defines our long-term success. By staying calm, seeking expert help, communicating transparently, and planning ahead, we can navigate these hurdles effectively.
Whether you’re a seasoned business owner or just starting out, Heather’s experiences remind us that resilience and adaptability are key to overcoming tech crises and emerging stronger on the other side.