Gartner Blog Network

In Case of Emergency… Deploy the Bearded Chaps!

by Rob Addy  |  October 27, 2013  |  Submit a Comment

Whilst queuing for the “Tower of Terror” at Disney’s Hollywood Studios with my family this summer I witnessed something far more interesting than a mere journey beyond the realms of sight and sound. A guest had been taken ill and was lying on a stretcher being given medical attention immediately in front of the entrance to the elevators. However the majority of the queuing masses were completely oblivious to this fact. They were oblivious because the medical crew and their patient were being shielded by a large and jolly pair of Disney cast members who were distracting the crowd by asking how their day was going and passing pleasantries with the waiting riders. The line (with the exception of my wife who never misses a thing) were completely unaware of the drama going on behind them. Nothing happens in Disney by chance. The fact that Alice (from “Alice in Wonderland”) hit her smile and wave mark accurately to the centimetre on the parade route and engaged in a brief conversation with my daughter who was sitting on the exact same pavement curb two days in a row prove that. There is obviously a response plan for guest medical emergencies which probably includes the deployment of rotund smiling happy chaps to divert people’s attention…

And yet many support providers are seemingly unprepared for reasonably predictable events.

If you haven’t got a response plan for major incidents you should get one!

Jolly chaps with beards are optional 🙂



Additional Resources

View Free, Relevant Gartner Research

Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence.

Read Free Gartner Research

Category: support-processes  

Rob Addy
Research Vice President
5 years at Gartner
More years than I care to remember in the IT industry

Welcome to my blog! I post about all things services related from the provider perspective. End-users are welcome to read but please be aware that you may sometimes find its content unsettling. I will endeavour to post frequently (as it's a lot cheaper than a therapist) but please forgive me if other more mundane activities occasionally get in the way...Read my official Gartner bio here

Leave a Reply

Your email address will not be published. Required fields are marked *

Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.