blg.png

24/7 Software Blog

“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?

“Forty of our volunteer staff for tomorrow’s event called out,” Samantha, your operations coordinator, tells you.

“We’ve got to get on the phones,” you respond anxiously. “We’ll be in a bad position if we’re short forty people tomorrow night.”

“I’m on it,” Samantha shouts. She rushes out of her cubicle and begins recruiting Brian, Ashley, and Kerry from guest services.

“I’ll see if we can get some of the security guys to help us too,” Brian tells the group. He walks out of the Administration office in a hurry.

15 minutes later, a few guys from the security team stroll in behind Brian to lend an extra hand.

“We need forty people,” you remind the group. “Let’s start calling,” you scream one more time before realizing something.

“Wait, who do we call,” you ask Samantha. She’s flush, and you already know what she’s going to say.

“Luke keeps the list of event staff in a folder that he always carries,” she stutters. “He always has it with him in case he needs to call for extra help or make arrangements with temp staff,” she continues.

Without delay, Samantha gasps as she puts what might be the final nail in your coffin. “Luke’s out sick.”

You have no choice. You call Luke and make the 90-minute trek to his house.

But, you have text communication!

So, why didn’t you use this system to communicate with employees from the beginning?

You have customers.

Some enjoy smoking.

But, you have prohibited smoking sections on your property.

Smoking might even be restricted throughout your entire property.

From what we’ve seen, you’re going to have customers smoking where they shouldn’t be.

Agree?

Think about it.

How easy is it to sneak in a few puffs without anyone noticing?

It’s effortless, especially if there is no way for other customers to report this problem to anyone on your staff.

If there aren’t ways for your agitated customers and vendors to report prohibited smoking offenders, you’re in for problems.

  • More smoking offenders catch on – the problem escalates
  • Unhappy customers take it upon themselves to resolve – conflicts occur
  • Medical issues because of second-hand smoke – legal cases
  • Unhappy customers – your bottom line suffers

We’re sure there are other hidden effects from this offense.

So, we must ask, do you have a way to handle it at your property?

Many properties have a concern for this issue but don’t have any solution in place to help customers report prohibited smoking offenders to their team.

There is a software solution you can start using immediately: Text Communication.

Are you ready to learn how your customers can contribute to your fight against this frustrating offense?

Great. Let’s get started.

“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.

How long have you been running your operation?

Years?

Decades?

Would you say you’ve seen it all?

We bet you’ve seen a lot.

But, what about the issues or incidents you haven’t seen?

You’re probably saying to yourself: “What are they talking about?”

We’re talking about the things that have occurred under your watch – that you didn’t even know were happening.

The things that “slip through the cracks” without any warning or heads up.

The unfortunate news is that you couldn’t know what your team is missing.

Why?

You don’t know what you don’t know! And, we bet you’d agree with that.

Have you acknowledged this deficiency in your operation? What have you done to counter this big problem?

It’s got to be overwhelming – we can feel your anxiety and the ongoing stress. It has got to be crippling your ability to be a proactive leader.

You need a change, fast.

It’s time for you to step up your situational awareness, so nothing gets past you and your team.

Are you ready?

“France's education chief says that when students go back to school next fall, all mobile phone use will be banned in schools for students roughly 15 and younger,” writes Laurel Wamsley in their recent NPR article entitled “France Moves To Ban Students From Using Cellphones In Schools.”

Wamsley’s article explains that "these days the children don't play at break time anymore; they are just all in front of their smartphones, and from an educational point of view, that's a problem,’ Education Minister Jean-Michel Blanquer said, according to The Telegraph.”

"We are working on this issue, and it can take different forms,’ Blanquer said. ‘You may need a mobile phone, for example for educational purposes, for emergency situations’ so perhaps the phones can be confined to lockers,” Wamsley continues.

According to the NPR piece, “The French educational code has banned using phones in class in elementary schools and secondary schools since 2010. As a result, phones are supposed to be kept in students' backpacks.”

“But apparently that's not what happens,” she writes.

We understand the frustration France’s education chief and faculty face.

But, this message also frightens us.

A cellphone confined to a locker; that only helps in minor emergencies.

What about the severe emergencies that require real-time communication? You know, active shooters, BOLOs, and all other that need proactivity.