All entries for June 2014

Guest Blog: Why Selling Means Better Service & How To Get It Done Properly

By Ronna Caras, President – Caras Training, Guest Blogger

Five years ago I bought my dream car. At the end of the lease, I was certain the car was as fabulous as I had expected, so I arranged for the buyout. If things go as planned, you will see me in the little white convertible with the pale gray top well past 2015.

I love driving my car. I especially love driving it into the dealer when it instructs me that service is due. And most of all, I love not worrying that I will be charged for unnecessary repairs. That confidence comes with a car whose warranty includes most everything.

So, in order to keep this state of bliss, I planned to invest another $4000+ on the extended warranty. It’s not a lot of money for “bliss”. I mentioned this to the financial services representative who helped arrange for the lease buyout (once about a year before the lease ended and then again as we reached the end date). He told me I needed to talk with the dealer. I mentioned this to the dealer who told me I would need to drive the one hundred miles to meet with her in per-son to discuss it. I called the manufacturer’s customer ser-vice department to order new cds for the navigation system and asked if they could help me extend the warranty. She did not know and said someone would call me back. No one called.

Finally, after the lease was bought out, I went to my local dealership because I was certain the old warranty was about to expire. I wanted to buy the extended warranty. He was very kind and apologetic when he told me I had missed the deadline. The warranty had just expired and it was too late to buy an extension.

Everybody loses when no one is prepared to sell.

During my three conversations with these call centers, someone should have been able to tell me that the warranty was about to expire and I needed to act quickly. That’s the minimum level of service a luxury car manufacturer should provide. Even better would have been for them to take my cue and present the features of the warranty plan along with the pricing. They would have made the sale and everyone would have been happier. The best situation would have been achieved if they had been proactive and called, written or emailed me.

As consumers, we see this in most industries.

  • We find out a friend received 20% off because she bought a larger quantity and wish that someone had told us when we were shopping.
  • We learn about an upgraded version of the product we just bought and are upset to have missed out on the ad-ditional features.
  • We realize a vendor we have been doing business with for years offers a product that we have been buying else-where and paying more for.
  • We discover why the less expensive dining chairs were a mistake and wish someone had explained the differences in construction before the boss fell.

As consumers we may not realize these are missed sales op-portunities. We may just think “bad service” or “company too lazy to care about me”. As business managers we must see it more clearly. In this day and age, selling and service are linked in the buyer’s mind.

Effective sales presentations make customers feel helped.

The following situations show what often happens when employees are not skilled at conducting a sales conversation and what can happen to get a more satisfactory outcome.

In a restaurant, we see untrained employees who misunderstand the fact that effective sales presentations make customers feel helped.

Ask, “Which do you recommend, the salmon or the lamb chop?” and hear, “I don’t eat fish so I haven’t tried the salmon. It sells well, though.” Where does a server get the idea we care what he eats? The right answers could be to explain “how many customers come back for the salmon because of its crispy sweet glaze”. And, “the lamb chops are ideal for someone who likes spicy sauces.” This sets up the server as the expert on the restaurant’s food and the customer as the expert on his or her preferences – a perfect fit.

On the phone, we receive the great news that the vendor will come and pick up the new fax machine that does not work for our needs. It’s a little unsettling though because the agent seems unconcerned about what we will use now that the fax machine was a failure. Doesn’t he care about the customer’s need for a fax that drove the purchase in the first place? Doesn’t he want to know what we mean by “does not work for our needs?” Some service professionals believe their jobs are to react to a customer’s request as quickly as possible. Instead, they should understand their primary role is to fill a customer’s business needs. “I’m happy to have that picked up for you and am sorry it did not meet your needs. We have many different fax machines and I know it can be challenging to pick the one with exactly the right capabilities for your business. May I ask you a few quick questions to understand your application so I can recommend an option that will work for you?” This makes the customer service professional an expert on how your products help your customers so customers see the value of coming back to you again and again.

Old-school sales tactics reduce buy-in from staff and customers.

Once upon at time, salespeople were taught to “present an offer” and “close the sale”. For example, “We have a special on raspberry flavored water today. May I add a case to your order?”

Some have been taught a stronger approach that does not give the customer an option. “I’ll be sending out our specially priced raspberry flavored water. Will 3 cases be enough or is 4 better?” It is tough to equate this type of selling with good customer service.

If this is the strategy your customer care or customer retention group has been taught, you are probably getting less buy-in than you need from staff and customers. Less buy-in means lower results because agents are not making the connections and doing the selling. When they try to sell, they are pushing away as many customers as they are reeling in.

If this old sales model proliferates, I predict we will see a backlash against selling in the service environment just the way we saw the “do not call” movement arise and change telemarketing.

A “service-sale” approach makes your staff look confident and competent rather than pushy.

Selling in the service environment requires training and coaching on three things:

1. Hearing customers cues and taking action to provide help

      • Teach staff the top 10 problems customers’ experience that can be solved by your products or services. After all, your products and services were each designed to address needs or solve prob-lems.
      • Make sure they know the words customers use that indicate they have problems you can solve. Provide a list of the statements customers make and the questions customers ask that identify a sales opportunity.
      • Give staff some proactive phrases they can use to show customers they heard the need or concern and would like to offer some suggestions to help.

2. Make effective presentations of products and services that address basic needs for saving money, saving time or being comfortable and safe

      • Break down key products so front line understands top features.
      • Connect each feature to the value it brings (money, time, security).
      • Provide tools and cheat sheets so staff feels confident they have guidelines to follow.
      • Give everyone time to practice engaging in effective sales conversations.

3. Gain opinions rather than agreement.

If they can’t create interest they won’t create action. So, instead of making a sales pitch and asking for the sale, help front line staff open up a conversation and connect with your valuable customers. This means teaching staff to:

      •  Acknowledge the customer’s cue and ask a soft question to get the conversation started, “Did you know we have a new way to save you money on this?” If the customer does not show interest in the discussion, at least they know your company cares enough to try to help.
      • Present products and services colorfully then see if the customer is sold or not. “I recommend you consider this option because it has… (feature) which means… (value). Can you see how that will be of value to you?” If the answer is positive, then the sale can be assumed. If the answer is negative, then more selling is required.

Service-people sell when they are sold.

I began this article, sharing a story of service failure and I blamed the vendor for not putting the right tools and behaviors in place. Now here’s the funny part. Even when companies do not encourage selling, many customer service people do it anyway. This happens when, and only when, the team member:

      • Truly believes the customer is better off after accepting the additional product or service
      • Feels completely confident he or she can answer any questions asked about the recommendation

When a high-quality service professional becomes sold on the product or service, you are half way to the outcome you need. When he or she can talk about the product or service without fear of looking foolish, you have everything.

So skip the worry about closing early and hard and focus on the openings customers give you every day.

Your results will include more satisfied customers, more committed employees and increased revenue all at the same time.


Ronna Caras, President, Caras Training is a sought after Speaker, Author and Curriculum Developer with more than 30 years experience selling and training sales leaders. She is known for innovative, real world solutions to employee develop-ment challenges that create measurable results. She can be reached at;; 978.465.1126 x202.

Technology Curves Customer Loyalty. What Now?

Hospitality customers are no longer loyal to the core. They are shopping venues using price-watch tools and turning to mobile devices for instant response. This means that even the slightest wait time could leave a traveler frustrated – so how is technology really impacting the customer experience? Chaotic Moon Studios partnered with Wired, Fast Company and ReadWrite to create a series of articles that’ll show you how mobile technology can help you raise your company’s standard of service. 

The Ups & Downs of the Hospitality Industry: Loves & Hates

Recently, CNN rallied readerinput to find out just what travelers love and hate about the hospitality industry. Some of the points, we greatly agree with, others we think are easily argued. What do you think?

Love: Airport taxi driver signs

According to the article, airport taxi driver signs are an instant relief to the traveler, especially in a foreign airport. Another plus? Sometimes the signs themselves can be comical.

Pet Peeve: Welcome drinks

This is one of those arguable ones. CNN reports travelers hate those sugary welcome drinks that are often given to travelers upon arrival at resorts. They say travelers would much rather enjoy a refreshing ice water than a sugary punch.

Love: Pillow Chocolates

We love hotel chocolates! Although the pillow is an odd hiding place, nothing puts a smile on your face like finding an afternoon chocolate.

Pet Peeve: Bellboys hauling Luggage

Personally, I really enjoy this. CNN says bellboys hauling luggage is useless after you’ve already hauled it through airports and parking lots yourself. From Yasmin at Forum, bellboys, keep doing what you’re doing!

Love: Towel Elephants

Saved normally for cruises – origami towels are an all-time favorite for all ages.

Pet Peeve: Hotel Music

CNN states the jazz music often playing in hotels is a huge pet peeve for guests!

Love: Concierge Desk

The Siri of hotels. Always happy, always ready to serve. The concierge desk and its master are always welcoming and hospitable with restaurant suggestions and travel directions galore.

Pet Peeve: Feeble Wi-Fi Signals

Spotty Wi-Fi signals are the traveler’s worst enemy. There’s nothing like relying on internet to send a work e-mail or download a ticket.

Frequent travelers: do you agree with CNN’s love/hate list? Read the full article here. Let us know the pluses and minuses of travelling!



Pasadena, CA: What Your Colleagues Have to Say...

All the way from Pasadena, California, testimonials from the most recent Total Security Summit are now in. We're pleased to announce the event early this June was a huge success, with the Langham-Huntington as the perfect venue for leading executives. As always, we are grateful for everyone in attendance who contributed to a buzzing two days of connections.

Here's just a brief look at what our attendees have to say...

"As a first time participant in this Forum - I sincerely appreciate the pace, schedule and enthusiasm of the team! The event was a tremendous help to my company."

"It was a wonderfully organized event and very relevant to our business needs…and yes we also enjoyed ourselves. Thanks!"
- West Coast Security Operations Team, The Walt Disney Company

"This has been the most informative and efficient conference I have ever attended. The format was nothing less than outstanding." 
- Valley View Casino & Hotel

"Maximum use of time that is tailored to your specific needs."
- Aqua Caliente Casino Resort & Spa

"Much more informative than tradeshows. Better use of the investment of time, opportunity to form relationships that are more meaningful and lead to partnerships."
- Beckman Coulter
"The one-on-one meetings with vendors I chose significantly contributed to vendors understanding of my needs, while allowing me to get intimate with the capabilities of all aspects of the vendors products/services."
- Iridium Satellite
"Excellent networking opportunity with industry professionals/partners. Great way to engage with vendors in a one-on-one, non-rushed setting."
- Notre Dame De Namur University

"I have only high reviews for every aspect of the conference.  I made some outstanding contacts and will likely be partnering with one or more of the attending vendors. The event was nothing less than outstanding.  You guys did a great job!!"
- VP Security and Transportation, Valley View Casino and Hotel

To join the Forum Experience and meet solution providers at one of our events, register here.

Emergency Texts: The Future of 911

Note to all texting fiends: The emergency services recently enabled by several telecom carriers are not fully engaged! Texts to 911 call centers are not landing in emergency responder’s inboxes and therefore the process of texting emergencies is not a safe bet just yet!

We can already assume the ensuing confusion as immediate cries for help are texted to 911 call centers across the country. Hold still you quick-fingered texters, you’ll have to wait several more years before those texts are answered everywhere, for now – check out this list to see just where 911 texts are accepted.

Service providers are initiating an emergency system using texting as a main form of communication. While emergency centers upgrade their networks, users contacting 911 via text will receive a bounce back message instructing them to either call 911 or, if blind or deaf, use a telecommunications relay service to contact 911.Four major US telecom carriers – Verizon, AT&T, Sprint and T-Mobile – recently announced a system that would allow their users to text 911 call centers during emergencies. This latest initiative is misleading to many service customers who can now text public safety answering points under the pretense that their messages will be read and responded to. These messages, however, are not making their way to emergency centers – leaving many misinformed texters in harm’s way.

Across the country, dispatchers and emergency call centers are making upgrades to suit younger generations who text by nature. Centers are upgrading systems on a case-to-case basis – some facilities needing massive technological upgrades, others just needing a reboot of software. Pittsburgh is one of the many cities already accepting emergency text messages. Since Verizon began offering the service on May 14th, the dispatch center has received 57 text messages from callers.

How to send a text to 911 centers

In a real emergency, if you can call – always make the call above any other form of communication! If you are in an area that allows 911 texts, follow these steps: in the number field, enter 911 and in the body of text, state the emergency and location before pressing send.

The Problem with Emergency Texts?

Across all servers there is the possibility of delay. Text messages to a 911 call center are no different. There is always a possibility the message will go astray on the network. 




10 Sizzling Summer Team Building Ideas

Team building refers to a wide range of activities, presented to businesses, schools, sports teams, religious or nonprofit organizations designed for improving team performance.

Let’s insert some fun into that definition now. Summer is in full swing which means we’re all looking for a reason to escape the office and score some sunshine. We looked high and low to find some of the most exotic and fun summertime excursions for your company.

1. Sailing in the City, Manhattan


Companies get a hands on team building experience on the water with Halcyon Sailing. Groups of up to 24 can enroll in a sailing course and then race in sail boats from the New York Harbor to city landmarks like the Statue of Liberty. The full day, water-bound experience lasts two hours and is followed by a celebratory champagne toast.

2. Reaching New Heights, New Mexico


Corporate groups of 15 can reach new heights in New Mexico with the Four Seasons Rancho Encantado. Along with Adventure Partners, Four Seasons is bringing guests a scenic experience on foot. Guests take route up the Windsor Trail where they reach the top of one of many summits for inspiring views.


3. SWAT it out, Sarasota, FL.

 Many local areas offer similar activities like this. It’s a full day tactical obstacle course for corporations hosted by Sarasota’s local Sheriff’s office. The course is all physical and teaches teams to use military-style methods in a fast-paced environment. Team-building includes a hostage rescue, downed officer event, ladder scramble and a zip line over the waters. Better yet? It’s all benefiting the local Florida Sheriffs Youth Ranches.

4. Lost and Found, Colorado


What better than being lost with your team of coworkers and venturing on a quest back to humanity? Get the full on quest experience with your team at Hotel Madeline Telluride. Teams must find flags using two-way radios, GPS units, maps and verbal and written clues. The expedition is for groups of all sizes.


5. Revving for the Team, Various Locations

 Maybe you have a boss who’s a car enthusiast? This will rev his engine as teams reunite on the tracks. Brought to you by the Exotic Driving Experience, groups can turn the ignition on camaraderie as they speed in exotic racing cars. There are rewards and incentive programs for large groups. For some good old-fashioned office laughs, invest in the in-car video.


6. A Team that Swims Together…, San Diego

Get beautiful once-in-a-lifetime views of San Diego bay at night with the Sheraton San Diego Hotel & Marina! Teams of 10-20 are led on a guided tour through San Diego Bay on LED-lit paddleboards. After the tour, guests head to a camp fire for drinks and traditional Hawaiian-style storytelling.

7. Corporate ‘Ohana,’ Waikiki Beach, HI

The blue waters of Waikiki Beach are perfect for companies looking to inspire a sense of ‘ohana.’ The Royal Hawaiian offers a team building experience that puts guests in traditional style canoes and teaches them to race through the turquoise water. Each team member has a different role and the group must work together to move ahead.


8. Flash Mob Mayhem, Various Locations


A lasting experience that requires long-term preparation for large teams. Teambonding has developed a program for corporate flash teams all across America. This activity requires unparalleled communication, spirited energy and shared experience. Every program is customizable and is perfect for lightening up retreats and conferences.

9. Shopping Around, Seattle


Who doesn’t love a fresh farmers market? Who doesn’t love a challenge? The Four Seasons Hotel Seattle is unrolling a new activity called Market to Art. Teams of 10 head to the historic Pike Place Market where participants are split into teams of two. Each team is given $60 and 30 minutes to buy ingredients for one of five courses for the evening’s meal. Chefs at the Four Seasons then work to prepare the dishes and each team presents there “plate.”

10. Voted Off the Island, Various Locations

You’ve been voted off the island and sent back to the office! Corporate Survivors is brought to you by TeamBonding. It’s just like the Survivor television show but is 100% inclusive – teams work with their teammates through various challenges, each requiring a different skill. This challenge is perfect for annual meetings, company outings and project kickoffs.

We want to know how you build your team during the summer months! Email us at with your best ideas and past experiences! 




6 (Easy) Steps to Cooling Summer Energy Expenses

During the summer of 2011, Guilford County Schools in Greensboro, NC cut back big time to reduce their utilities cost. The district re-formatted their work week to four 10-hour days during the summer months. The district also made an effort to unplug all unnecessary electrical devices, adjust HVAC settings according to occupancy, curb water consumption and turn off unneeded lights. The extensive plan included everyone: team principals, administration, custodians and all school staff. Throughout the months of June, July and August – the district reduced energy costs by $508,413. Imagine what small changes like this could do for your facility.

FirstFuel, a company specializing in building energy analytics, monitored 60 million square feet of commercial buildings across the US. They report that America could save $17 billion just by making simple behavior changes and minimal alterations to operations as shown in the Guildford County School District.  

During summer months, energy-use is at an all-time high. Weather is a key energy driver as summer cooling systems account for 13-percent of total energy usage in commercial buildings nationwide – there is no better time to implement an energy saving plan.

Below are some simple methods to cool climbing summer energy expenses:

  1. Measure and Compare your expenses. Get a general idea of what others in your industry are spending on energy costs and how those expenses vary throughout the year. Are other commercial buildings doing something that you’re not to keep energy bills down low? Compare your facility’s energy usage to similar buildings with this tool.
  2. Regular maintenance is key. Routine inspection of cooling systems before the summer season will save you time, money and discomfort. Be sure to have an air conditioning professional check your system along with inspect ductwork and seal leaks. Replace air filters frequently and dust outside units before heavy use. Also, ask your AC professional to calibrate your thermostat – make sure that you are getting an accurate reading and that cooling equipment is working correctly.
  3. Apply occupancy monitors. There’s no need for cooling systems to maintain the same settings 24-hours per day, especially when facilities are empty at certain hours. Consider occupancy monitors that adjust temperature depending on habitation of the facility. Just a couple of degrees can save a huge amount, for every degree increase in temperature over a 12-hour period, you can save 1.5 percent in cooling energy costs.
  4. Consider upgrading lighting systems. All of that talk about LED lighting wasn’t for nothing. Save money by replacing incandescent bulbs with long lasting LED lights. This lighting upgrade runs at an estimated energy efficiency of 80% to 90% compared to the traditional incandescent bulb which runs at just 20% energy efficiency – wasting 80% of electric energy. That wasted energy is converted into heat – a big negative for the summer months!

  5. Be aware of peak-demand charges! Utility companies define a “demand charge” as a charge that “is determined using the maximum demand (or “peak demand”) occurring during the monthly billing period.” This charge is a fixed rate calculated on a per kilowatt basis. There are several strategies to cut back on peak-demand charges: first, be sure to establish the facility’s load profile identifying high-energy use equipment. Initiate an Energy Management System (EMS) that creates a sequence or schedule for high-energy equipment avoiding peak energy use. Consider using backup generators to power equipment that cannot be shifted away from peak demand periods.
  6. Work as a team! None of these strategies will work without the help of employees. Implement a goal within your team so that everyone feels as though they are a part of this reduction – share the responsibility! Encourage employees to turn off lights, turn off personal devices using electricity during the day and unplug things that aren’t being used! This is a team wide effort!

We want to know: what are you doing to keep your energy usage lower during the summer months? How are you encouraging your team to get involved and help alleviate the extra costs of higher energy usage? Email us at to share your ideas!

The "New" Vacation: Employees Take Working Vacations, Resent Companies

Kids are out of school, the beach is a picture-perfect summer dream and PTO requests are flying high. June is prime vacation time but working Americans are becoming more aware of the almost extinct summer vacation. According to a study, 67 percent of vacationers say they expect to use a device for work-related duties while enjoying personal time away from the office. That week in the Bahamas isn’t looking so surreal anymore, is it?

The survey by Teamviewer asked 2,000 working Americans over the age of 18 about their work habits. Unsurprisingly, many employees are not too happy about requests to work while enjoying their paid time off.

We broke down the facts about employees and their vacation time. According to the survey, employees say:


The truth behind the "working vacation" is that it's becoming increasingly popular among employees today. 61 percent of travelling employees say they will take up to three devices on leisurely vacations to remain in contact with the workplace. There are repercussions, though. Reactions to work requests during time off vary from employee to employee, just 14 percent say they are happy to do the work while away, others use sneaky ways to avoid the work. Nearly a quarter of working professionals say that working on vacation makes them question boundaries in their life and feel they are not respected in the work place. Here is a break down of the sentiments toward "working" while getting some R&R:


To avoid upset in the workplace, we recommend analyzing your work request to co-workers and employees who are taking that earned paid time off. Consider these options before contacting the person who's away - is their immediate response critical or is it something that can wait until they are back in the office? Is there another staffer available who can handle the matter, if so, there is no need to bother the person who is away, just contact their replacement instead. Finally, if you need to contact the person who is out of the office - give them a loose deadline and be courteous - but only after considering your other options.

We want your opinion. Is contacting a co-worker with work issues while they are on vacation innappropriate or should they be happy to work while on PTO? As an employer, would you consider terminating an employee who refuses to work while on vacation?

Are Employees Reaping the Benefits? Paternity Leave? P.T.O.?

Father's Day has just passed and for many new dads, it means less time spent with Junior, and more time spent at a desk. The economic pressure of a child can leave households scrambling for financial support, sending one of the parents back to work sooner than later. A recent study reports that dads aren't taking the allotted time to meet their newborn for that reason. It goes beyond money, too. Some are now reporting that workplace stigma is partially to blame for fathers returning to work hastily. A new trend is arising though, steered by the forward-thinking, tech-companies of Silicon Valley - they're saying daddy days are just as important as maternity leave.

A study by Boston College’s Center for Work and Family reveals the economic repercussions of taking time off – even after child birth! The study finds 86 percent of male employees would not use paternity leave or parental leave unless they were paid at least 70 percent of their salaries.

The Family and Medical leave act allows US fathers to take 12 weeks of unpaid leave if they have been in their jobs for 12 months, however paid leave is at the discretion of employers.Even more surprising, just 14 percent of American employers offer paid leave for new dads - mainly new technology companies.


While working fathers say they want to take the full allotted time to be with their newborn and family, the majority say they would realistically take a maximum of two weeks off. Sixty-four percent of dads blame this on workplace stigma towards men and paternity leave. Boston College’s Center Executive Director, Brad Harrington, says “There is still the expectation in many minds that taking more than a week would not be appropriate.”



OR Shooting Triggers Gun Violence Trend Questions

TROUTDALE, OR - He was armed with a military-style rifle and a semi-automatic pistol, both taken from his home. 15-year old Jared Michael Padgett shot himself after shooting fellow classmate, 14-year old Emilio Hoffman, at an Oregon high school Tuesday. A physical education teacher, 50-year old Todd Rispler, is the unsung hero. According to police, after being grazed by a bullet, he made it to the administrative school office where he initiated a school-wide lockdown, starting the campus security procedures, likely saving hundreds of young lives.

After this tragic shooting, Everytown for Gun Safety, a group fighting to end gun violence started by former New York Mayor Michael Bloomberg, released shocking statistics that paint a violent theme in American classrooms. The group reports 74 gun-related incidents in the past 18 months – beginning with the December 2012 massacre at Sandy Hook Elementary School in Newtown, Connecticut. How are parents not weighted with concern knowing that on average there is one incident of gun-related violence at an American school each week?

Security Consultant and Founder at PVF, Patrick V. Fiel, Sr. recently gave a presentation teaching Education Security Executives about procedures in an active shooter scenario at the Education & Healthcare Security Forum. Fiel emphasizes the run, hide, fight strategy.

During a school shooting, which typically lasts just 10 to 15 minutes, victims have three options – to run if they can reasonably escape the shooter, hide if they can find a safe place, and if there are no other options, team together all forces and resources to fight back.

This strategy is a responsive one, however. Without proactive measures and practiced training procedures – there is room for crisis.

“There are only two types of school administrators; those who have faced a crisis and those who are about to!”

–Ron Stephens, Executive Director, National School Safety Center

Below is just a brief overview of the four phases of crisis management:

  1. Prevention: Addresses what schools and districts can do to reduce or eliminate risk to life and property. 
    Several strategies for prevention include: making the target less attractive and deterring criminal activity. For example, in the Sandy Hook Elementary School massacre, the school had implemented an egress system, however the shooter simply shot through the adjacent window making the prevention methods superficial. Also, consult a third party risk assessment. An expert will be able to detect potential hazards and holes in the plan. During Fiel’s presentation, he explains a shooter’s mentality as robotic – a rational person will not be able to foresee his or her next move, therefore an expert is well worth the money and time.
  2. Preparedness: Focuses on the process of planning for the worst case scenario. Develop procedures and policies for high pressure scenarios.
    Train staff on how to react and implement these curriculums and make methods known to students and parents. Implement an Incident Command System (ICS). This is a structured way to organize responsibilities among school officials and all emergency responders during crisis response. Emergency Responders use ICS to manage incidents. Schools should also consult with the district as a whole to uniform reaction and preparedness.
  3. Response: Devoted to the steps to take during a crisis.
    This is the time to follow the crisis plan that has been reinforced through repetitive training, practice and drills school wide. Students should know how to react and teachers should know how to communicate during a crisis.
  4. Recovery: How to restore the learning and teaching environment after a crisis.
    The sooner classrooms return to learning, the better. During the recovery process, depending on the degree of crisis, a sense of school community needs to be restored. Schools should identify resources and make them readily available to students, staff and the community. Debrief with staff and emergency responders. During these “post-meetings,” schools can facilitate lessons and plan revisions and alternate trainings for future incidents.


Attend one of our Active Shooter Workshops at our Education & Healthcare Security Forum coming up in October 27 & 28, 2014 at Chicago, IL. For more information, click here.

Testimonials Are In!: Facilities Management Summit, Pasadena, CA

The Langham Huntington in Pasadena, CA boasted well for the most recent Facilities Management Summit. Top Vendors including Calico Building Services Inc., Green Waste Consultants, Johns Manville,  BLUEFIN,... More »

Employee Theft: Stop the theft or build the bottom line?

Workshop Day 1: Employee Theft presented by Gene James, CPP, Director, Asset Protection with Jack in the Box, Inc. Workshop number 1 is a success at the Langham Huntington in Pasadena, CA. A leading... More »




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