Protecting Customers This Holiday Season: A Call to Proactive Leadership
Embrace the Three P’s – Prevention, Presence & People As the holiday season begins, a time of larger crowds, heightened emotions, and rising expectations, destination leaders have a special responsibility: to make sure every guest feels safe, seen, and appreciated. Safety isn’t just a policy; it’s a commitment. And that commitment starts with leadership. Crisis leadership is not about reacting in chaos; it’s about preparing with purpose. Shopping centers and entertainment destinations should review and rehearse their emergency response plans now. Coordination with law enforcement, fire, and EMS isn’t optional, it’s essential. The more seamless these relationships are before a crisis, the more effective the response will be when seconds count. According to the National Retail Federation, more than 72% of retailers increased security measures during last year’s holiday season, and with good reason. The FBI reports that nearly 17% of active-shooter incidents occur in commercial areas. Working together, destination leadership and customers can collaborate to help ensure the desired levels of emotional and physical safety. Equally important is the power of presence and communication. A visible, professional security posture not only deters threats, it reassures guests. Clear signage, consistent messaging, and confident staff communication create a sense of calm in the midst of crowds. Every team member, from the ownership to general manager to staff, must understand how to identify and report suspicious behavior. Empowered employees are your first line of defense. The old adage is true, ‘If you see something, say something!’ Finally, the people! Lead with empathy. When an incident happens, the words and tone of leadership can either build or break public trust. Speak early, clearly, and compassionately. Demonstrate control but also care. The holiday season should be about connection and community, and those values must extend to how we protect our guests. Preparedness, presence, and people – three simple principles that define strong crisis leadership. When destination leaders embrace these pillars, they not only safeguard people; they preserve confidence, loyalty, and reputation. Remember, reputation leads to trust and trust leads to valuation, and not all currency is financial. At Fallston Group, we help organizations build, strengthen, and defend their reputations—before, during, and after a crisis. Please give us a call if you’d like to discuss this or any other topic further.
