“Today has been a nightmare,” you whisper to yourself right before you take a deep breath.
It’s Tuesday, and right after the holiday weekend.
“Did we run a marathon today,” you ask your operations manager sarcastically.
You’re both exhausted from today’s crisis management.
“The calls and complaints won’t end,” Terri tells you.
Several incidents took place that you’re only learning about now.
Too many incidents.
This lack of awareness is unacceptable, but you can’t figure out how to counter this issue.
You run through what you know:
- We have plenty of resources
- We use an incident management system
- All personnel arrive on-scene quickly
You continue to talk through your process to figure out the issue.
You know something is missing.
“How do we increase our awareness of these incidents,” you turn and ask Terri.
But, Terri doesn’t answer because she’s being scolded through the phone by an unhappy customer.
“Do you guys live in the 90s? Why don’t you get a text messaging software already?”
Terri gives you a look.
“That’s it,” she exclaims.
Your current operation is limited.
Although you may have all the tools to respond to issues and incidents efficiently, incidents and customer issues simply may not be coming into your system.
Think about how information currently gets reported and realize that your customers may not have a convenient way to communicate information to you while on your property.
Hence the surge of complaints after the fact.
You need to use text communication to increase your awareness.
Proactive operations use these solutions to help mitigate incidents as they occur.
Are you ready to be proactive?