Crisis Management in Casinos
In my long list of subjects for this column, crisis management has been patiently waiting for its turn to see the light of day in print. It would never be more relevant than right now I guess, in what we could certainly call the biggest crisis of our lifetimes in many countries around the world. I haven’t felt my freedom restricted since my days in the army back in 1987. I believe this holds true for most of us, having lived the best part of our lives in absolute freedom that we so much take for granted, that a quarantine for example comes as a serious shock to the system.
The threats to “our way of life” in the past decades came from three main sources: natural disasters, financial crisis and terrorism. As for the average Joe, all these three were out of our control. There was not much people could do to stop or influence these events, thus we regarded them as random acts that we have to live with, but that wouldn’t normally change our normal behavior, as most people don’t constantly live expecting bad things to happen to them.
The story of crisis is a slightly different one for businesses. While a business as such would not organize its activities based on random and very infrequent threats, it must have a plan to deal with these once they happen. On paper. In real life most businesses don’t have such plans and when crisis hits, they take random and ad hoc actions many of which can actually do more harm than good.
Image:Robert Brassai Principal Consultant and Owner at Sense4Gaming