Your staff has been hired.
You have supervisors, managers, team leads, or all the above.
You have people that are professionally trained and ready to deliver a first-class experience for your customers.
On the other hand, there’s a good chance that’s not even close to being true.
How do you know the difference?
Are you able to adequately measure whether your team is ready or even able to execute your processes when it’s time?
Hard truth: you’re teaching your staff a lot of information just before they begin working a full shift.
They need to be able to protect your customers, your property, and anyone else.
That’s a huge responsibility.
Do you currently train them and then have the expectation that they’ll know what they’re doing or be able to wing it well enough for no one to notice the difference?
If so, you’re setting your operation up for disaster.
Your staff cannot remember every aspect of your emergency management plan or protocols immediately following their training curriculum.
In fact, field-tested research shows that it takes someone about 20 hours of acting out a single skill before they’ve learned it enough to perform without assistance.
Even worse, they’re going to miss things in the heat of the moment.
What happens when you need them trained up for your next event tomorrow, or you’re short staffed and need a warm body to fill a role now?
Your staff’s inability to effectively execute protocols to handle according to your operational requirements is how your incident management might be broken.