Is Your Operation Built for the ‘Second Half’ like Robert Lewandowski?

Tuesday night, history was made.

On the night the “one-man tornado,” Robert Lewandowski, broke multiple records in nine second-half minutes of Bayern Munich’s 5-1 victory over Wolfsburg…where were you?

Yes, multiple records. Let’s lay it out for you:

• Besides scoring five goals in nine minutes, Lewandowski is the 14^th player in Bundesliga history to score 5 goals in a single match.
• He’s now the first player with 5 goals since Michael Tönnies in 1991.
• He scored the fastest hat trick (three goals in a single match) in Bundesliga history. That was in four minutes.

Here’s the video in case you missed it.

Analysts are already putting the Polish attacker right up there with the likes of Lionel Messi and Cristiano Ronaldo.

This got us thinking…

Wolfsburg was dominating Bayern in the early stages of the game. But, as soon as Lewandowski started scoring in the second half, they crumbled.

Why?

Obviously, there are many factors to Bayern’s victory and Wolfsburg’s defeat – we don’t need to speculate on them today.

All moments of greatness pose this question for us, what lesson does this offer the world’s greatest property operations?

What is your team lacking or what does it need to maintain consistent effectiveness and efficiency from start to finish, every day and beyond? Is your operation built for the ‘second half’ of your days or events?

We want to know.

Do you have…

• Well-trained staff with the awareness to spot potential hazards?
• Communication technology and protocols in place for efficiency?
• Clear and detailed documentation to protect your property from defeat?
• Data that’ll prove to your boss your team is ready for the ‘second half’?

If you’re not sure, don’t worry. We’ll help you spot your problem areas below.

After that, we’re going to show you how you can use the ACDA Principle™ to break your own industry records, in a record time of course.

Are you ready to achieve peace of mind? Let’s get started.

To Perform the Way Robert Lewandowski Does, You Must First Understand Your Opponent – Your Current Operation

Before we jump into how the ACDA Principle™ helps your operation remain effective, we must first look at your current operation.

Trust us, this is the important part. Doing this will open your “operational eyes” as to your strengths and weaknesses.

Look:

We want to know how you view your operation, and all its aspects before we help you unleash your full potential. You’ll be able to take full control of your operation.

Start to ask yourself and your team the hard questions. Do the due diligence on your own operation. Here are some questions below to get you started.

1. Do you know everything that occurs in your operation, at all times? Does your staff know? How are you using training to maximize everyone’s awareness abilities?
2. What processes do you have in place in regards to your emergency management plan? Have you implemented, and can you enforce, your protocols-to-handle? Do you have the best technology in place to communicate your plan and protocols?
3. How clear and detailed is your incident and issue documentation? Are you able to access incident details from many years ago, if necessary? How does your liability defense measure up? Do you have a solution in place for an act of terrorism to protect your property from liability?
4. Is resource allocation a headache? Do you have the ability to effectively, efficiently and expeditiously deploy your security and emergency response teams to hot spots? Do you have a technology solution in place that gives you a bird’s-eye view of what’s occurring around your property?
5. Do you always know what your staff is doing? What’s your process for ensuring accountability? Do you conduct role-playing and tabletop exercises to ensure lack of accountability isn’t the result of poor training practices?
6. What tools do you use to continuously improve your operation and team’s performance? Do you still use only spreadsheets for analytics and reporting?

These are only a few of the many questions we encourage you to ask. But, they’ll help you answer important questions about the current makeup of your current operation.

Here’s the thing:

We know that if you continue to do things the way you’ve always done them, you’ll never be able to achieve peace of mind. We don’t want you to end up like Wolfsburg against Robert Lewandowski.

You need to know what you’re leaving behind, to avoid it in the future, at every chance.

Don’t leave it to chance.

These questions will guide you through this exercise.

But:

You need to keep evaluating your current operation.

Once you answer these questions, ideas will emerge.

Next thing you know:

You’ll have the best understanding of your current operation.

How?

You’ve turned off the noise. You can focus your attention on you and your operation. Look at it and see it.

Now:

Once you’ve addressed your current operation, it’ll make implementing the ACDA Principle™ easier. Your operation will have maximum efficiency and effectiveness – all the time.

You’ll have peace of mind.

Employ the ACDA Principle™ for a Record Setting Operation

You might have a few aspects of this principle in place already. That’s great news.

But:

For your operation to excel like Robert Lewandowski, you need all four.

Here’s the breakdown of the ACDA Principle™:

• Awareness
• Communication
• Documentation
• Analysis

When you have all of these pieces in place, you’ll be in great shape.

Operations Management Software is Your “One-Man-Show” for Achieving ‘Second Half’ Peace of Mind

Awareness, communication, documentation, and analysis will be present in your operation without effort and help from modern technology.

But:

If you want full awareness, enhanced communication, accurate and complete documentation, and smart analytics – implementing innovative solutions is essential.

A: Awareness

Increased awareness affords you and your staff the ability to respond to one more incident in a little less time. With it, you have time for your other responsibilities too.

Provide text communication as a channel for your guests to instantly report issues. It’s also useful for your staff without radios.

In the past, your incidents might have slipped through the cracks. With full awareness in your operation – that’ll no longer happen. Trust us.

Text communication software opens up a lot of value: It offers the ability to have thousands of eyes to assist in reporting incidents and issues before or when they occur.

Valuable time is saved for your team. You eliminate a reporting barrier and instead of first needing to find a supervisor with a radio, the incident is instantly reported into the system.

Give your team the power to log into a web-based system. Many incident management systems can be accessed from any location, by multiple people at the same time.

It gets better:

Your team can enter and update real-time incidents for anyone with departmental permissions to see.

Now:

Make sure that data is never lost due to bad Wi-Fi connection at your property.

Have a system in place that lets your staff enter data in an on-line or off-line environment for future upload. Important information will sync as soon as Wi-Fi is available.

No extra stress, only peace of mind.

With that said:

What’s the key here for peace of mind? Centralization. Your team knows what’s happening and when.

It’s how you ensure all issues are quickly being handled. This will keep everyone safe, especially your guests.

C: Communication

Arming your staff with incident management mobile apps, to easily and effectively report incidents, is how you close the communication gap.

Your real-time communication will lead to real-time data. We’ll get to this shortly.

Create an easy-to-learn set of communication procedures inclusive of:

• Specific protocols for mobile and radio communication
• Incident management mobile apps and handheld devices
• Automatic alerts and notifications for fast response

This gives you a painless and manageable way to quickly train staff too.

Automate this information to empower your staff. Do this, and you’ll see communication throughout all departments rapidly improve.

(We have a very popular article on improving communication between departments. Check it out here.)

Your operation becomes top-notch like Lewandowski and Bayern Munich, well, once you enhance your communication abilities.

D: Documentation

Accurate documentation is a major factor in giving your operation effective liability protection.

You never know when you’ll need it.

That’s why:

You must document every incident, every time, with all the details.

The use of an incident management system will let you eliminate illegible handwritten notes. You’ll replace them with the correct information, in a digital format. That way, you can access them at a moment’s notice.

Even if notes need to be accessed in the future, there’s no need to find the employee who created the report.

Why? Here’s why:

1. Illegible handwriting will no longer be a challenge
2. You’ll have digital records that are complete, legible and reliable

Digital records are generally accepted in liability defense. Handwritten notes are not.

We’re not trying to force a red card here…Check out what Steven Adelman of Adelman Law Group, PLLC has to say about the issue on documentation and liability:

“In a lawsuit, if something is not documented, it is as if it did not happen because witness memories are unreliable. And if an incident is documented poorly, either because it is substantively incomplete or just looks sloppy, a jury might conclude that the author is casual about following important policies and procedures…”

There’s your proof. Direct from an attorney we’d certainly consider an expert on this matter.

Detailed, digital records are tracked in these solutions. Any changes and updates are logged into the incident management system. There’s a clear record of who wrote what and when changes to the record were made.

Give your staff the ability to attach and reference documents with each incident:

• Pictures of suspects, victims, or the environment where an incident or issue occurred.
• Video of a scene or witness testimony.
• Audio Statements from witnesses and persons associated with an incident or issue.
• Signatures to ‘seal the deal’ on testimonies.

The key to gaining accurate documentation is to create a system that allows your staff to record information, at the same time they’re performing their job. Get the job done, in real time, and on-the-fly.

Ensure their job performance is never compromised by the need to document everything they’re doing. Put these systems and protocols in place, starting today.

Think about it:

You’re using an incident management system, not just some reporting solution. We’re talking about solutions that win awards and get recognized by the Department of Homeland Security.

Are you seeing the goal here? Perfect.

A: Analytics

Data can help you make incremental changes to your operation. This leads to peace of mind. It also reduces stress.

That’s what you want, right?

Here’s the kicker:

You can’t analyze what you don’t know.  

1. Have documentation so you can measure your strengths, weaknesses, and possible risk.
2. Communicate what you know to your team through training, role-playing and tabletop exercises.
3. Reduce flaws in your operation and begin planning for the future.

Having and using analytics is crucial for the efficiency of any operation. Teach your team how to execute professionally, from the start into the ‘second half’.

Use your analytics to improve your processes. Ensure protocols-to-handle are actually executed.

Analytics gives you the insight into your operation so you can improve every event. Response times are a prime example.

It’s important to know:

Response times influence every area of your operation, positively and negatively. Pure and simple, faster response minimizes the short-term and long-term impact of incidents.

Think about it… 

How vital are response times to the success of your operation and how you look to your guests?

• Wet spills…that can escalate.
• Assaults…that can escalate.
• Bomb threats…that can escalate.
• Allergic Reactions…that can escalate.

Do you get our point?

Responding to these quickly must be at the top of your priority list. Analytics provides you the insight. Then, you can allocate your resources for fast response.

Each pillar that holds this principle together is connected. A balanced method for having control of your operation.

Do this to achieve peace of mind.

Over to You

How does your current operation measure up to the ACDA Principle™? Do you want peace of mind? Well then, the time to ‘attack’…is now.

So, will you institute this principle for your operation to have ‘second half’ performances like Robert Lewandowski?