The Challenge
In 2022, a potential hurricane began to threaten our island location just days before the inaugural kickoff of a charity golf tournament. The client opted to proceed with our close observation of the circumstances. When the storm suddenly changed path and intensity, the island announced plans to restrict access by the middle of our departure day.
The Solution
We continued to successfully operate each of the planned events. As participants’ flight plans were rapidly changing, we seamlessly coordinated the fast-moving transportation plans for every traveler and had all guests safely departed by midday.
Our calm guidance of guests and steady execution, despite reduced hotel staffing, allowed the client to raise more than double the target funds, foster partnerships with practical outcomes and commit multiple repeat attendees.
Often the least visible actions are the ones that matter the most. We respond best to unplanned circumstances when we are prepared, calm and we communicate.
The Approach
Before the program started, we were well-positioned to respond. Our team had been working closely with the transportation team; we had a shorthand for communication, an understanding of trickle-down impacts, and a fond rapport. Our suppliers trust us and we build effective working relationships. This is because we do not simply hand over responsibilities to our local suppliers; we integrate them into our work.
We acted immediately on every flight change.
We showed up in the dark, hours before the first departure to anticipate any problems. We provided our suppliers with as much advance warning of additional guest delays and learned of any incoming concerns. We positioned ourselves where guests could easily access us.
We waved and hugged goodbye to every guest. We always do, storms or sunny skies, because we want guests to know how much their time is valued. But being present, no matter the hour, also happens to be a great way to keep a program running smoothly.
The Decision
As partners with our clients, we aim to provide the information needed for decision making in uncertain times.
We understand the terms of supplier contracts and clearly communicate financial implications.
We understand the logistics of the location and lay out the options to pivot.
We undertake all options for recovery of material loss.
We remain aware of both the client’s values and the limitations on their ability to rebook.