You finish up your morning cup of Joe.
After the last sip of your medium-roasted coffee, you continue typing your notes of the previous week’s review.
You have your Monday morning meeting in 10 minutes.
It is 8:35 AM, your mall opens at 9 AM. You cannot be late.
You finish your review notes.
The weekends here are busy with thefts and medical cases – you like to spend a little extra time during the meetings discussing this.
This is business as usual.
Plugging through your “incident management system,” you look for this weekend’s incident report.
But, you cannot find it.
It is always in the same place. Why is it not there? “Let me ask Rick,” you bark to yourself.
As you dial your security supervisor’s extension, you feel your blood pressure rise. Your hands are clammy.
All you hear is your doctor in your head saying, “You need to relax. This is not okay for your heart.”
Rick picks up and tells you he completed the report. It should be in the system from Sunday.
You both continue searching for the report but still can’t find it. Frustrated, you dial your solution provider’s support number.
It rings, and it rings and rings some more. After nine never-ending rings, the answering machine message starts.
“Hi, you’ve reached ABC Company. Our hours of operation are 9 AM to 5 PM Pacific Standard Time. Thank you.”
Click. You cannot even leave a message – and you are in New York!
There is no emergency support line. If you email them, you will not get a response for hours let alone ten minutes.
You did not spend the extra $2,400 on premium support, which means you do not have a dedicated support team.
How frustrated are you? An issue as petty as a misplaced report is ruining your day.
To top it off, you cannot get in touch with the very people that can help you.
The snowball effect kicks in. Everything you cannot stand about your “solution” provider rolls through your mind…
Oh, guess what, it is time for your meeting!