It's the crisis every business owner dreads - a crucial team member is suddenly and unexpectedly out of action, with no warning and no handover.
In small businesses, unexpected absences hit hard.
You're balancing genuine concern for your colleague with the very real pressure of "but who's going to do their job now?"
The way you handle these first 48 hours affects everything - your legal compliance, team morale, customer experience and when (or if) that employee returns.
I've put together a practical guide that walks you through exactly what to do – and, importantly, what NOT to do - when you find yourself in this situation.
Read it below ๐
Picture this: It's Monday morning. You're opening up for the day when your phone rings.
Bad news - your head chef has been in a car accident and is in hospital. No timeline for their return. No chance to hand over their specials for the week.
Honestly, it's a situation no business owner wants to face.
You're worried about them personally (of course you are), but you're also thinking:
- "Who's going to handle the wedding party this weekend?"
- "What about the new menu launch on Friday?"
I've seen this happen recently and it's tough. You're juggling genuine concern with practical business needs.
The immediate don'ts
When crisis hits, even good intentions can lead you astray. Here's what to avoid:
Don't pressure for updates
Don't bombard them, or their family, with messages asking when they'll be back. Yes, you need to plan, but constant checking-in won't speed up their recovery.
Don't make promises you can't keep
Don't promise customers that everything will continue as normal. It probably won't, at least for a while.
Don't ignore the elephant in the room
Please don't pretend nothing's happened when talking to your team. They'll see right through it and it creates more anxiety.
Your 4-step response plan
1. Prioritize tasks
Start by working out what simply can't wait. List your absent employee's main tasks and sort them into:
- Urgent: Things that will cause immediate problems if not done today
- Important: Stuff needed this week
- Can wait: Things that can honestly wait
2. Redistribute work thoughtfully
Then look at who could pick up each task:
- Who has the skills?
- Who has the capacity?
- Who could learn quickly?
3. Communicate with transparency
Next, gather your team. Be human about it:
"I've had some difficult news. Sarah's been in an accident. She's in the hospital and that's all we know right now. First, we're all hoping she's OK. Second, we need to keep things running while she recovers."
Be clear about:
- What you know
- What you don't know
- How you'll distribute the workload temporarily
- Acknowledging that it won't be easy
4. Take a breath before big decisions
Give it a bit of time. The first 48 hours of a crisis aren't the moment for reorganizing your entire business.
Focus on keeping the essential things moving while you get more information.
Know your legal responsibilities
Do check what legal obligations you have:
- Paid leave policies
- Medical leave entitlements (like FMLA if applicable)
- Absence record-keeping requirements
- Appropriate contact protocols
- Return to work procedures
It's the right thing to do and it protects your business too.
Your response shapes your culture
Remember, your team is watching how you handle this.
If they see you prioritizing business over well-being, they'll remember that when they're facing their own challenges.
Planning for next time
Let's be honest - unexpected absences will happen again. Here's how to make them less disruptive:
1. Document critical knowledge
Get key information out of people's heads and onto paper (or digital). No one should be the sole keeper of crucial recipes, supplier contacts or production processes.
2. Cross-train your team
Why not try some skill-sharing? It's surprisingly effective when your barista learns how to manage stock orders or your delivery driver understands the basics of customer service.
3. Identify vulnerability points
Take a hard look at your team structure. Which roles would bring production to a halt if empty tomorrow? Those need backup plans.
4. Keep documentation current
Keep your instruction manuals and process guides fresh. Nothing worse than discovering your equipment maintenance guide is three years old when you urgently need it.
5. Prepare for gradual returns
Have a flexible return-to-work plan ready. Coming back after absence isn't an on/off switch.
Need a hand?
Has a recent crisis made you realize that your business is a bit vulnerable to unexpected absences?
I'd be happy to help you to build in some practical safeguards without creating mountains of paperwork.
I'm here if you'd like to talk about making your business more resilient - while keeping that personal touch that makes your team special.
