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24/7 Software Blog

You are the steward of safety at property.

Take a step back and ponder this responsibility, and then take a deep breath – because it’s big.

The safety of your customers, colleagues, boss, and every person who enters your property rests on your shoulders.

You’re constantly taking in overwhelming amounts of information.

From “do this,” to “do that,” you’re always faced with supplemental training in response to new policies or changes in industry policy.

Then, you’re tasked to train and monitor your team.

Are they doing everything they need or could be doing?

Do you sometimes feel like you have zero control over your operation?

How do you keep up?

How do you know what the best practices should be for your property?

2019 is the year you've committed to change.

You’re going to fight hard against the forces of the status quo.

You’ve embraced becoming a data-driven leader.

We like to hear that.

Empowering your staff with the ability to communicate effectively will give you the information to fully understand your operation.

It’s the only way to manage because now you’ll know what you’re managing!

You get it.

You want it.

You need it!

Any other day we’d tell you why it’s so important to institute best practices and then give you the how.

But today, we’re going to show you how to put your incident management infrastructure in place first.

Then, we’ll show you all the reasons why your new foundation will give you Proactive Operations, on so many levels.

Are you ready?

Let’s get started.

You’re hyped.

“Today’s event is going rock,” you tell your team.

You’ve got sponsorship dollars coming in by the droves.

This makes the executive team jubilant.

Your boss’s bosses are happy, which means your department got extra money for this budget cycle.

Being proactive, you already had the money earmarked and spent as soon it was available.

Prior to today, you had only become aware of a ton of incidents after they happened.

So, you went out and got a text communication system.

You’re all trained and setup, and ready to get a handle on incidents while they’re happening.

Good for you!

Everyone is anticipating the increased efficiency.

“Once those gates open, get ready for an uptick in activity,” you remark for the final statement of your team meeting.

It’s 9 AM.

Gates open.

The common incidents come through the radio.

But you’re not noticing any increase in reporting.

You let it go and chalk it up as nothing critical.

12:30 PM rolls around.

Most fans are now rushing into the stadium bowl at this point, looking for their seats, and getting ready for the 1 PM game start.

You’re still getting the numerous radio calls from your team.

They’re dealing with incidents, but all seems status quo.

Where’s the increase from the text system?

Now, you’re wondering what’s going on – where are all the texts?

You’ve implemented such a great system.

Your team is well trained and ready.

You decide not to make any irrational changes and to wait it out through the first quarter.

It’s the end of the first quarter.

Your text communication was announced once over the speakers at the beginning of the game.

But you’ve received nothing.   

Why is this happening?

All your teams are on track.

They’re knocking it out of the park.

From one incident to the next, they’re moving with high-speed efficiency.

You didn’t realize what you were missing out before you implemented your incident management system (IMS).

But, now you’ve uncovered a new problem.

You thought you’d be able to handle incidents like a proactive operation.

You always wanted to lead a world-class operation.

Unfortunately, you’re not quite there yet.

Implementing your IMS exposed another weakness in your operation.

Everything was out of control because you didn’t have a system before.

But now, you’ve noticed an influx of incident reports being created later.

This disparity didn’t draw your attention previously because you were used to a large number of calls after hours.

It was ‘normal’ for your operation.

You were confident that implementing an IMS would eradicate this weakness.

It didn’t.

Your team never finds out about these incidents until the next day.

“Why is this happening?” you ask yourself.

Several hundred incidents are being handled following the implementation of your IMS, so you thought things were running smoothly.

Yes, your operation improved.

The only issue now is that you’re “aware” of what your team has not been aware of until it’s too late.

You had no idea this shortfall existed prior to deploying an IMS.

Incidents can occur at any moment, and if no one sees or reports them – they slip through the cracks.

It’s hard to notice this when everything is out of control, right?

It’s a tough problem to overcome too.

But, you can resolve this.

You need a time-of-need system.

You need text communication to increase your awareness of all incidents as they’re happening.

“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?