The Importance of Using Text Communication for Your Property
“Today has been a nightmare,” you whisper to yourself right before you take a deep breath.
“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 teams 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 season ticket holder.
“Do you guys live in the 90s? Why don’t you get a text system 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 guest issues simply may not be coming into your system.
Think about how information currently gets reported and realize that your guests may not have a convenient way to report information to you during the event.
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?
You're at a Disadvantage Without Text Communication
You look at your response time reports each evening. Things look good.
Since implementing your incident management system, your teams are communicating and getting to incidents quicker than before you implemented this advanced technology.
Here’s the problem, though: you can’t manage what you don’t know exists.
It puts you at a disadvantage.
Yes, you’re responding efficiently to the incidents that do come into the incident management system. But, that’s not everything that’s occurring, is it?
You’re not aware of everything that slips through the cracks because you have a deficiency in your operation. Your ‘awareness’ is either nonexistent or limited.
You find out about issues or incidents the next morning. But it’s already too late, right?
- Do you see a decline in attendance?
- Do you see an increase in morning-after complaint calls?
- How do your loyal season ticket holders respond?
- How does this affect your bottom line?
- Does your boss know there’s a solution to solve this that you’re not using?
You’re at an acute disadvantage because you’re unaware of what’s happening on your property:
- A season ticket holder saw your