“Does anyone have any last-minute questions?” you say to your team.
Most of the group begin shaking their heads. You get the indication that everyone is on board with the action plan.
Tonight’s event starts in seven minutes.
You make your way to the operations center where your team is waiting for you.
Your Operations Manager, Terry, joins you in the Operations Center. You require all your supervisors to be in there at event start.
They usually get pulled out for other calls.
But, you like to do a quick meeting to kick off each event. This ensures everyone is on the same page.
“Hi, Susan,” you say to your director of customer experience, and you walk through the door. “Hey, Steve!” you shout to one of your operations coordinators.
After a few more greetings and a communications check with the rest of your team, the room gets quiet.
The event starts.
Issue and incident calls come in before most events start. But, the velocity of calls picks up once the customers congregate into the building.
A couple of hours of standard incident calls – wet spills, unruly spectators – go by without a hitch.
Everyone is on top of his or her game. Nothing seems to be slipping through the cracks.
But, in an instant, that all changes. Your team receives an incoming call that causes you to get involved quickly.
A customer reported to one of your employees that they identified two of your staff drinking beer while on duty.
You rush to meet your supervisor at the location.
Unfortunately, because the customer had to search for an employee to report the issue, the two employees are gone.
The customer is only able to identify that they were in uniforms. After checking the surveillance cameras, it is hard to distinguish who the employees are or to prove they were drinking.
How frustrated does this make you? How do you feel knowing that you have unruly, dishonest employees working for your operation?
You can change your process, so you do not have to be frustrated. You can be proactive. You can eliminate this burden and catch them in the act.
Use text communication to find the problem employees creating an unpleasant image of professionalism for your operation.
Keep reading; we are going to share how implementing one of these software solutions outperforms what you are doing now.