What to Do When Things Go Wrong: A Five-Step Guide to Planning for and Surviving the Inevitable—And Coming Out Ahead

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LEADING A COMMUNITY OF PROBLEM SOLVERS

It was the day of our first “Fans First” rally, an orientation, training, and rah-rah session for 7,000 of our front-line security, customer service, and volunteer hosts from the community. Under the leadership of sports event veteran Allison Melangton, and Mark Miles, former CEO of the Association of Tennis Professionals (ATP), the Indianapolis Super Bowl Host Committee had already established an inspiring volunteer program, which was representative of the warmth of “Hoosier hospitality.” But it was anything but warm that day. It was well below freezing, with a steady breeze dropping wind chills to uncomfortably numbing levels. Nevertheless, our event operations team agreed that it was important for ...