Melissa Agnes, Slick Talk Hospitality, United States discussed on Slick Talk: The Hospitality Podcast
Slickers guys for your patients for this episode. It's been awhile since I posted in episode. Just because of you know Thanksgiving and Christmas and all that good stuff but lots of exciting stuff happening this week so again. Thank you for tuning back and I WANNA editor. 's You and kind of talk about today's guest on the show. Her name is Melissa. Agnes she is an author a keynote speaker a strategic advisor to some of the world's leading brands brands to give you an example. She's worked with Hilton. I believe still does. But don't quote me on that episode. We talked about her book called Crisis Ready Building an invincible brand in an uncertain world. And kind of what that means on being crisis ready versus was an issue in a crisis and how can leaders and pretty much anybody in the community. Whether you're in a hotel a restaurant or anything else like that. How can we develop that culture from within from the leadership leadership down all the way to whoever and as a really cool conversation we had a lot of fun? I believe just talking into what it means to be good leadership along with problem solving and looking at a different mindset and I love the quote that or the you know the word that she used looking at different Lens and so in this episode. When I talk talk about that on what it means to be crisis ready how to define crisis and issue slash problem and so yeah? That was a fun episode record. I hope you guys enjoying tons of value and stick through to the end and you can find out more about Melissa and how to get her book as well as all the other. Oh cool information in the episode stay tuned to slick talk the hospitality past. Were we discussed all things. Hospitality hotels tells and business. You can find US online at slick. Talk the PODCAST DOT COM and on every podcast listening platform. All right. Thank you for joining Slick Talk Hospitality podcast again today. I'm your host will slickers. I'm I'm really excited to have Melissa Agnes on the show She is a crisis readiness expert. So Lissa how're you doing ending really well. Well how are you doing excellent really pumped to have you on the show We talk a little bit forehand and I really want to Kindai include Ludo episode entails as crisis readiness. which is what you're an expert on and Kinda tell about yourself and what you do and how you got to where you are as well as a little bit about your book and we'll dive in from there sure Okay so what I do. I help organizations I. I say that I help organizations build Brennan invincibility so in GonNa say. Invincible is another word but exactly that so build Brandin invincibility so the way that I do that is through my lens which is crisis readiness. So I hope I helped companies around the world of different scales of different sizes at this is it for different industries different sectors so public private sectors academia etcetera. I helped them understand. What risks what? What risk looks like to them how to prevent the preventable and then how to because we can't prevent every risk? So how do you make sure that in this uncertain world in this world of very dynamic risk that can kind of come from any angle. How do you make sure that your entire hire team from every department every region excetera understands three things intrinsically? Well they understand what risks looks like so so they can detect it in real time giving you the head start of a A proper response the understand how to assess material impact on the organization so in other words is an issue or is it a crisis because in this day and age an issue can go viral and feel like a crisis but not actually amount to be crisis level all and so your response to that issue needs to be appropriate and you don't WanNa add fuel to a fire. That actually escalates it so making sure that the team really understands split results like and then how to assess it and then ultimately how do you respond to any type of negative event be it an issue straight through to cash catastrophic crisis in a way where where you don't just you know mitigate for the revelation and mitigate long-term material impact but you come out of it with increase trust and credibility and goodwill in the brand that you work so hard every day to foster that brand equity within definitely and so this is on your book in Crisis Ready Building an invisible blue brand in uncertainty world WREC. Yes Oh yes. That book is literally the roadmap to how to do this stuff awesome. What's companies? Have you worked with that. Have seen successful results from this type of strategy and of course differentiating and you know between an issue in a crisis. Okay I'll give you a story. I work with so many different organizations. I don't I work in Very complex complex situations and very sensitive. So I don't like to say plant names but I will give you a story that I love so I had A. I have a client who called a few years ago like three years ago now because they had their venue. They're one of the biggest venues further type in North America. And they have over this courses sources a month they have about two point six million people on the grounds at any given point in time they can have about one hundred. Eighty five thousand is usually their peak at any one moment and they called me after they had what turned out to be a firearm discharge of a firearm. But at at the time everybody thought one hundred and eighty five thousand. People thought that it was a A shooting attack right like a weekly a violent Mass shooter and so panic ensued and they called me after the incident was resolved. And they said we're not sure that we took the right approach. We think that we need some training because they were tweeting as their form of emergency management emergency communication and they absolutely should not have been tweeting tweeting right like in in that type of incident Social Media and the media are the secondary music communication to let others know example sampled to let parents know that their kids are okay once their kids are okay but the primary means of communication needs to be to make sure those kids are okay right on the grounds So they they recognize that they didn't know really what they didn't have the expertise didn't have the training so they call. They WANNA training. What they got from me was a very strong response on why they don't need training right now they need? They need process and protocol and a crisis reading program and then we do the training so they were wise and they took that advice and over over the last three years every year we work. We increase their crisis readiness and about a year ago. I WANNA say or maybe at the start of this year which which is about a year ago almost they called me and they said you know Melissa. I don't think your definition for issue versus crisis applies to us and and I said Oh tell me why because I'm a very clear definition which I can share with you guys later A minute a man I said so. Tell me why they said well because we had an incident it was not an issue but it had we had to respond to it. I'm sorry it was not a crisis that we had to respond to it as though it was a crisis and so they walked me through it. And what what it came down to was there so crisis ready. That and I was such a proud moment for me because I got to say. Can we just pause and reflect on. Go three years ago when you called me. You had a potential active shooter and you were tweeting. And you knew that that wasn't the right approach and when you call to help and today you just had what was absolutely a potential crisis quickly escalating and instinctively you and the entire team were able to do exactly what was right exactly what you needed to do in both action and communication because both are required simultaneously to be done effectively in managing a crisis. And you were able to instinctively deescalate that down to an issue level and then from there quickly escalated down to a non issue level to keep me. That's like the epitome of I don't want my clients to need me. I don't mind to have crises. Crises I don't want them to need me when something happens and to know that just the one eighty. This incredible organization did because of their efforts because of their dedication and the trainings meanings and everything that they put forth And put time and commitment to and the people that they save the lives that they protect result of that is just is is is the reason that I do what I do exactly so they roy. We don't really need. You know you need me as you did everything that we've worked together as proven to work that's pretty exactly yeah well kind of what does it mean for an organization to be crisis Ray. We've been talking about it. We talked about a little bit on what issue in crisis means but how can the listeners. Because a lot of the podcast listeners out there is a very very very wide audience but I think the main thing ties altogether From me to the audiences that hospitality is about people's about the experience of gas. Ask and whether it's a restaurant or vacation rental or hotel or whatever the hospitality Is is the key aspect so we have anywhere from executives that listen in you know big name brands or small independent Boutiques as well as the brand new beginner. WHO's working front desk in housekeeping or for any kind of position like that along with a big vacation rental market area so for the listeners? I'm going to become crisis ready. And kinda define those terms for. Yeah absolutely and it's amazing that you have such a diverse audience as wonderful So becoming crisis ready really is cultural. It's it's not about having a plan that the majority of the organization does even know exists on a shelf which is typically speaking traditionally speaking speaking what crisis preparedness is which is why I don't call a crisis preparedness. We need to start thinking differently about it. So that's why I chose Crisis Ready which wasn't a term that was being very it will wasn't being used in the industry before and so it really is cultural so it starts? Its lead top down supported bottom up and so every single listener has a responsibility on care if you're sitting on the C. Suite if you are managing if you're at the front desk it doesn't doesn't matter if you're housekeeping. You have responsibility in the organizations prices readiness and you need to be empowered. This is to leadership empowered to you. Make that responsibility owned and for every employee to feel secure and confident and competent in that responsibility. Because let's face it a crisis assists for in the hospitality. Industry can be catastrophic right. It could be a fire that you know puts people in danger. It could be a terrorist this attack. It could be. It could be a terrorist attack outside of the actual rand but you just happen to be in the vicinity located in the vicinity. And now all all of a sudden you're either housing crisis peop- victims and working with law enforcement or you are just a part of it because you happen to be wrong place time unfortunately. Yeah absolutely natural disasters foodborne illness Pandemics I mean the risks that pertains to and then not to mention you know viral issues on..