Have you not been asking yourself this question 4000 times a day?
So, what’s the plan on testing?
So, what’s the plan on a vaccine?
So, what’s the plan on boosting my immune system naturally?
So, what’s the plan on stopping boredom eating?
So, what’s the plan on reopening our businesses?
Aside from boosting my immune system and stopping boredom eating, I don’t have the exact steps or timelines to give you. What I do know is that we must take a step forward. That first step forward is planning and looking at all the options and potential scenarios while looking at past experiences to help navigate this situation the best we can.
During my conversation with teams and venues we have been talking about what the future of live sports and entertainment will look like. To help prepare for the next steps, I am referring back to my experience with the heighten security protocols that I was tasked with leading after the Boston Marathon bombing. It had these 3 components:
Safety of employees and fans
New guidelines and operational processes – staffing, venue, business operations and the fans
These 3 components are currently needing to be applied to the situation we are facing now. So, what's the plan on how to implement them? Let’s take a look.
1: Safety is the highest
Ask your customer. Understanding the needs of the customer and what makes them feel comfortable doing business with you is more important than ever! I wrote about this a few days ago and I happy to see survey emails coming in from companies asking for my thoughts on what the next steps would feel like to me, and what would make me feel most comfortable.
3: New guidelines
Past Experience Example: Communication was constant, email, radio, print, social and on every digital and regular ticket and parking passes. Staff was assigned outside the venue and in parking lots with signs advising of new guidelines and where the bag check was located.
How to apply now: Communicate with fan base in every way available to help them understand the new guidelines, what will be provided for them and how they will be kept safe.
If you remember back, there were a lot of upset, confused, and frustrated fans. When we rolled out the new guidelines, operational we had hick-ups. After each game, we reviewed, adjusted and tried to make the transition as best as possible for fans until the feeling and process wasn’t new anymore...it became the new normal!
Need assistance getting your plan off the ground? Contact me today.
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