When things go wrong

Presentation1This week I attended the Pumper Cleaner Environmental Expo in Indianapolis. By all appearances, this is a very well-managed convention and here’s a concrete reason why I can say that.

I was especially looking forward to one of the seminars on Tuesday. The timing was somewhat inconvenient, but I adjusted my schedule to make sure I could attend. However, when I arrived at the designated room at the appointed hour, a “SEMINAR CANCELLED” sign had been placed outside the door.

The first reaction of course was irritation and several of us gathered inside the meeting room expressing our mutual annoyance. Then however, someone from the show’s management appeared. To begin with, he apologized and then went on to explain that the speaker had gotten caught up in the blizzard back home in the country’s midsection. The speaker wasn’t going anywhere for at least a couple of days. Then, he projected on the screen several on-line resources that the speaker had recommended in lieu of his presence. He also recommended a couple of other seminars down the hall that were happening at the same time.

Once again, it showed that when things go wrong, there’s a good way and a bad way to handle them. The easy thing for this individual to have done was to just leave the sign there and not deal with it. However, by showing up personally and explaining what had happened and offering alternatives, no one left the room grumbling. A job professionally done.

6 thoughts on “When things go wrong

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