Larry B. Perkins, CPP

1232 Millhouse Drive
Cary, North Carolina 27513
919 861-5466 (office) or 919 678-9299 (home)


For more than twenty-four (24) years Larry Perkins called the Meadowlands Sports Complex in New Jersey home. Serving as Vice President of Guest Services for Giants Stadium and the Continental Airlines Arena he was responsible for diversified administrative activities including: Customer and Employees Relations, Facility and crowd management, crowd control research, analyzing markets, policy development and implementation, budgeting, and is the corporate litigation's representative. As of January 31, 2000, Larry now makes his home at The Raleigh Entertainment and Sports Arena in North Carolina where he has similar responsibilities.

Prior to his appointment at the Meadowlands, Larry was a Private Investigator and Regional Security Manager.

Larry attended John Jay College of Criminal Justice, New York and is a Certified Protection Professional (CPP) and Crowd Management Professional.

As a Crowd Management Instructor, Larry teaches Crowd Management at Oglebay; Public Assembly Facility Management School, IAAM training Crowd Managers Instructors Course, John Jay of Criminal Justice and The New Jersey State Interscholastic Athletics Association (NJSIAA). He is a frequent speaker at International Association of Assembly Managers, Inc. (IAAM), International Crowd Management Seminars (ICMC), and serve as its Chair of the Advisory Board.

As the author of "Crowd Management; in the eye of the storm", published 1997 by Workplace Violence Research Institute, Laguna Beach, CA, Under Premises Security and Liability, Larry addresses the real issues dealing with this important topic from personal experience and study. As one of twelve industry experts selected by IAAM, Larry helped develop a curriculum for crowd management professionals and may be the basis for industry standards. He has also written many articles for the IAAM Facility Manager Magazine. In addition, has hosted various industry related conferences, and is a Crowd Management and Event Planning consultant and expert witness. Larry is also the founder and Chairman of the Northeastern Americans with Disabilities Act Consortium (NAD-AC), as well as the Meadowlands' ADA Program. He is a member of the International Association of Assembly Managers Foundation (IAAM) and their ADA Accessibility Task Force, The International Narcotics Enforcement Officers Assn., American Society of Industrial Security and The International Who's Who of Professional Management.

Larry is a native of North Carolina and now makes his home in Cary, North Carolina

Determination

The decision to cancel an event is a very difficult and costly thing to do. In most cases, the decision to cancel will be not under your control. However, time is of the essence.

The highest-ranking manager on duty will effect the cancellation after consulting with the tenant or promoter/producer.

All departments will be notified by the Manager on Duty (MOD) of the canceled event along with a new date, if any, and any deviations from the procedures embodied herein, i.e. refunds, no refunds day of cancellation, etc.

All departments should respond in accordance with the following modes of cancellation:

Modes of Cancellation

Mode 1 Pre-Parking Lot Opening
Mode 2 Pre-Building Opening
Mode 3 During Building Opening and Post Event
Mode 4 Next Day 

Purpose
Day of Event Cancellation

The chain of events, which take place during a day of event cancellation closely, resembles an emergency evacuation. In its own right, it is an emergency in that it isn't part of the game plan, it's unexpected, crowd and media behavior change, rapid reverse order of events takes place similar to a movie suddenly stopping and them playing in reverse order.

A plan is not only necessary to handle the cancellation smoothly, professionally, safety and without hesitation, but to ensure our reputation will go unblemished with the general public, banks, promoters, tenants and staff.

Every department plays a vital roll in the running of the facility and like a well-oiled machine, it runs smoothly when each person does their part.

As you develop a comprehensive day of event evacuation plan, one most important element you must incorporate in the process is the plan to "Communicate Information" information effectively before, during, and following a cancellation.

Reasons for Communicating Information Effectively:

Guests want to be informed and information is perhaps your most powerful tool when it comes to managing or controlling a crowd. Information must be fast, accurate, and often. Not only do guests like to be informed; they will often rely on information from those around them, even if it is totally false. 

Information influences the crowd's expectations. For example, if the crowd knows in advance that the facility is a non-smoking venue, there is usually no problem controlling smoking. On the other hand, if a member of the security staff were to suddenly walk up to a guest and demand that smoking stop, you would probably have a problem. 
In another example, imagine one of your worst crowd nightmares - a performer cancels while the crowd is still being admitted; you have people in the building, with more arriving. If you cancel the show now, you have a problem - two-way traffic. 

Your ability to get information to both staff and guests throughout the venue is critical. But first you must have a plan that everyone knows and a method of communicating, such as a public address system, which can be heard both inside and outside of the building, to broadcast the necessary information in order to put the plan into effect. 

Your parking and traffic staff can begin to turn guests away. Gate staff can steer inbound guests to refund booths, if any. Security can reverse escalators and open exit doors. The box office can stop selling events and prepare for refunds, while ushers on the inside can begin the orderly egress of guests already seated. 

Pre-printed flyers, pre-recorded taped messages, pre-recorded and text messages for video boards and pre-printed refund stock with generic cancellation information, will provide fast and consistent information. You can use this pre-recorded method for event delays as well. 

When you pre-record messages, information is presented in a calm, non-frightening voice. In many instances, pre-recorded information may be the best way to make announcements, because it provides the same consistent information repeatedly. However, you should provide live, updated information as soon as you possibly can. Just like with automated phone systems, people prefer to hear a live, human voice. A live voice conveys meaning and feeling about the situation at hand. The guest will respond better or worse, depending on the situation and how your message comes across. 

However, remember, when you use the PA to make announcements (or pre-record), make certain that you inform as well as command. 

Information & Directional Signage 

The best source of information is bright, easy-to-read, above-the-crowd signage that directs guests and helps set their expectations. One obvious sign you may not think of is the uniform and how the presence of uniformed staff and security has a large and positive impact on crowd behavior. Information signs and PA announcements are actually a form of guest training, that do more than influence the guest on this visit; they set the stage for future visits as well. 

Day of Event Cancellation
Pre-Parking Lot Opening

Mode #1
Administration

1. The General Manger or designee will ascertain the cause of the cancellation and then determine if the event should be rescheduled or canceled all together.

2. Time is of the essence. If a decision can be made outside the two (2) hour time restriction; meaning anytime less than two (2) hours which is prior to the time employees who are scheduled to start work may be required to be paid a minimum amount of hours by many employers. The decision should be made by the MOD within this time frame. A public statement should be made over radio stations, as an example: WABC, WNEW, WPIX, WBLS, etc.

3. Communicate with all department heads on decisions.

4. Plans should also be made to address the media, and provide news announcements as soon as possible. Prepare statements for the media, and designate a spokesperson, i.e. You venue, Authority, Franchise, and Promoter/Producer.

5. Decide if a refund should be attempted or proceed with pre-established procedures: To refund at the point of purchase. Tickets purchased at the (Venue) may be redeemed starting next business day at the (Venue) Box Office or by mail. 

6. Press and Press Relations - if the cause of the event cancellation is the direct responsibility of the franchise or promoter/producer then their spokesperson should brief the press, after consultation and agreement with the MOD and your spokesperson. Should the cause be that of your venue or no fault of anyone's, then you as the facility owner and/operator will respond to the press.

Note: If faxing the press release to the media, beware that most sports venues only program their fax machines to the sports editors' desk. During event cancellations, you will need to fax this information to the news desk.

Day of Event Cancellation
Pre-Parking Opening

Parking & Traffic Departments:

1. Program all roadway graphics to alternate the following messages:
· Tonight's (Event) has been (Canceled/Postponed?)
· Listen for details on radio station (?)
· Look for details in tomorrow's Newspapers

2. Put up cancellation/postponement signs at each parking entrance or toll plaza.

3. Block off all parking entrances.

4. Have Toll Collectors and Lot Attendants pass out pre-printed cancellation flyers, if they have already reported for duty.

5. Notify State and local authorities, Highways and safety divisions, local hotels, etc.

Box Office

1. Contact TicketMaster or other electronic ticketing company and stop all sales immediately or switch to new date if any.

2. No refunds day of, unless notified. Refunds may be obtained at point of purchase.

3. No settlements or advances, unless approved.

4. Check for available funds:

· Banks
· Toll Road Authorities
· Concessionaire
· Etc.

5. Call in extra phone help, if necessary.

6. Program information boards with the rescheduled date.

7. Contact the switchboard, advise of cancellation, and relay all pertinent information.

8. Prepare ticket sellers to hand out event cancellation information flyers (see attached).
Day of Event Cancellation
Pre-Parking Lot Opening

Guest Services

1. Should the event cancellation occurs prior to two (2) hours of the on post time, immediate telephone contact should be attempted with the various business agents and the Shop Steward, if applicable. Immediate attempts will be made to contact those employees scheduled to wok and advise them not to report. Please note the time of the call on the work sheet and the name of the person with whom you spoke to, if not the employee.

2. Inform the employee of the rescheduled date, if any, and that they are to report for duty for that event on rescheduled date.

3. The Guest Services Manager will secure the event cancellations pre-recorded external public announcement message tape # 1 and pre-printed flyers (see attachment) and have the Guest and Event Services staff hand out the flyers at the gates, if employees have already arrived for duty.

· Tape # 1- Will be played after the decision has been made to cancel the event.

The wording may be as follows:

Ladies and gentlemen, we regret that for reasons beyond our control, tonight's event have been postponed rain date is tomorrow same time. For further information regarding these event and refund procedures, please look for announcements in tomorrow's newspaper or listen to local radio stations.

Parking vouchers will be distributed to each driver at the plaza as you exit the parking lots. Vouchers will be honored at the toll-collection points for the rescheduled event or you may present the voucher for a refund at the Venue Arena Box Office or by mailing it to: Venue Arena, P.O. Box 2001, East America, USA zip 1000. Attn: Code Color.

· We apologize for any inconvenience. Thank You. Venue Management

Event Safety and Security

1. The Security Manager will notify all departments under his command, i.e. Internal Security, Event Safety, Medical and Law Enforcement and advise of the cancellation, rescheduled date and procedures to follow.

2. A small crew of Event Safety representatives should be brought in to handle the perimeter of the building. These representatives should be given the pre-printed cancellation flyers along with any updated information.

Day of Event Cancellation
Pre-Parking Lot Opening

Keep in mind that many people who live outside of your local area may not be aware of your media announcement, and thus will arrived as originally planned

Operations

The Manager of Operations or designee will effect the cancellation procedures for all departments under his command and cancel in accordance with labor agreements.

Day of Event Cancellation
Pre-Building Opening

Mode #2 

Administration

1. Same as mode#1. However, it may be necessary to play the pre-recorded "Delayed Gate Opening" message tape #2

Time is a huge factor here. Guest arriving will accumulate outside and a well-designed crowd management plan must be in place to keep the "Crowd Density" to manageable levels. The longer the delay the tighter the density compression.

Parking & Traffic Departments (Same as mode #1, plus the following):

1. Stop all Toll Collections, block all toll plazas, and prepare for exiting traffic.

2. Have Toll Collectors and Lot Attendants pass out pre-printed cancellation flyers, and parking vouchers (see attached). Note - NO CASH refunds will be issued at the Toll Plazas unless otherwise directed.

3. Notify State and local authorities, Highways and safety divisions, local hotels, etc.

Box Office - (Same as Mode #1, plus the following):

1. Prepare ticket sellers to hand out event cancellation information flyers (see attached).

2. Program information boards with the rescheduled date.

Note: If the decision is made to do a refund day of show, then be prepared to address issues that will slow down the process such as dealing with those demanding a refund on service charges. Further many guest will seek reimbursement for their hotel stay, limousine, new dress, baby sitter, taxi fee, airline travel, etc.

Day of Event Cancellation
Pre-Building Opening

Guest Services

1. The Guest Services Manager will immediately gather all Supervisors and advise them of the situation. The Supervisors will assign personnel to all gates and Box Office lobby to inform guests of the cancellation and distribute cancellation information flyers (see attached).

2. The Guest Services Manager will play event cancellation message Tape #2. He will man the PA System and personally broadcast updated information as soon as possible.

Tape #2 - Gate opening delay:

· "Ladies and gentlemen - Welcome to the (Venue). We apologize for the delay and thank you for your patience. The facility should be opened shortly.

· For your convenience, those of you entering through the Arena lobby, please locate the appropriate sign marked 100/200 levels near the entry doors and enter there once the doors are opened.

· Those of you with tickets for the floor level should locate the sign so marked to the left/rear of the lobby and enter here.

· Please take a moment to note that each gate provides access to all seating levels except the field. Those possessing VIP field seating should enter at Gate D. All other field seating ticket holders enter at Gate C.

· Guests going to Gates A, B, C, or East, West and South with floor level tickets, should proceed to section 101/102 or 101/128 once the doors are opened. Persons with 100 or 200 level tickets can reach these seating locations from all entry points. 

· We apologize for any inconvenience. Thank You. Venue Management

3. This announcement should also be done live as soon as possible so that guests will feel your concerns

4. Guests, at the doors, wishing to utilize our restrooms and telephones, should only be admitted in the building a few at a time, with the largest number being (20) at each gate. No tickets should be taken. No guests will be allowed inside the unescorted.

5. Guests should be informed that restrooms and telephones are available along the perimeter of the facility, if applicable

Day of Event Cancellation
Pre-Building Opening

6. Guests should be assured that they will receive a refund for tickets purchased and parking fee.

7. Tempers will be high. It will be necessary to remain as calm as possible.

8. A Guest Services Supervisor should be assigned to each gate and Box Office lobby.

Event Safety

1. The Security manager or his designee will meet with all Supervisors and advise.

2. Security will immediately assign enough personnel to the Main lobby, gates and doors to control the crowd.

3. Lobby Event Safety staff should consist of two (2) squads;

· The First - Outside the lobby to prevent additional guests from entering the lobby.

· The Second - Squads should be deployed in from to the Box Office windows and be ready to move the crowd out when advised to do so.

4. Gate Event Staff should be issued "Bull Horns" to inform arriving guests of the cancellation and read the information from the flyer.

5. All escalators should be place in the appropriate position.

Day of Event Cancellation
Post-Building Opening/During Event

Mode #3

Administration (Same as mode #2)

Parking & Traffic Departments

1. Program all roadway graphics to alternate the following messages-

· Tonight's (event) has been canceled

· Listen for details on radio station (?)

· Look for details in tomorrow's newspapers

2. Put up cancellation signs at each toll plaza.

3. Stop all Toll Collections, block all toll entrances, and prepare for exiting traffic.

4. Have Toll Collectors and Lot Attendants pass out pre-printed cancellation flyers, and parking vouchers (see attached). Note - NO CASH refunds will be issued at the Toll Plazas unless otherwise directed.

Notify State and local authorities, Highways and safety divisions, local hotels, etc.

Guest Services

1. The Guest Services Manager will immediately gather all Supervisors, advise them of the situation, and prepare for a massive exiting.

2. The Ticket Taking Supervisor, upon direction, will stop all guest ingress at the gates; collect all ticket stub bags and take turnstile readings if time allows. 

Note: It is absolutely critical to collect and maintain all ticket stubs for settlement, insurance, and other purposes. These stubs represent CASH.

3. Prepare ticket takers to pass out the event cancellation flyers.

If the event staffing permits, the Guest Services Coordinator will place approximately ten (10) ushers at each set of exit doors, two (2) at the top of each escalator and ten (10) in the Box Office lobby.

Day of Event Cancellation
Post-Building Opening/During Event

4. All ushers should be given a supply of event cancellation flyers to be distributed to guests upon exiting.

5. The Guest Services Manager will play event cancellation message Tape #1 on the external PA system, while the production manager will do the same on the inside system Both PA Systems should be manned and live updated information should be broadcast as soon as possible.

· Tape #1 - Will be played after the decision has been made to cancel the event. The recording may be as follows:

· "Ladies and gentlemen, we regret that for reasons beyond our control, tonight's event has been canceled. For further information regarding these event and refund procedures, please look for announcements in tomorrow's newspaper or listen to local radio stations.

· Parking vouchers will be distributed to each driver at the plaza as you exit the parking lots. Vouchers will be honored at the toll entrance for the rescheduled event or you may present the voucher for a refund at the Venue Box Office or by mailing to: Venue, P.O. Box ----, City, State, and Zip code. Attn: Code Color.

· We apologize for any inconvenience. Thank You. Venue Management

· This announcement should also be done live as soon as possible so that guests will feel our concerns.

Medical

1. The EMT Supervisor will assign ambulance coverage to the perimeter of the facility. The ambulance service will also remain inside.

2. EMTs on the levels/concourse will remain at their assigned stations until release.

Concessions
Concession Services will, upon being notified that the event has been canceled, close all concession and souvenir stands.

Day After Event Cancellation
Next Day

Mode #4

Administration

1. Prepare an updated statement for the media and designate a spokesperson as to the rescheduled date or total cancellation of the event.

2. All departments adjust schedule to the rescheduling of the event and immediately notify all employees pertinent to the running of the event.

Box Office

1. Contact TicketMaster or other electronic ticketing service providers and up date them on the status of the event.

2. If the event is rescheduled, and tickets are presented for refunds, it is important to have these seat locations reentered into the system for resale. You may or may not provide upgrades to guests who were not able to get good seats for the original show.
3. Up date switchboard of the status of the rescheduled/canceled event.

Event Safety

1. Security should assign a small detail of officers to the Box Office and perimeter to handle guests returning tickets for a refund.


The (your venue)
Parking Voucher
Event Cancellation Announcement

"This Parking Voucher will be honored at the toll collection points on rescheduled date for this event, or you may present the voucher for a refund at the (venue) Box Office or by mailing your voucher to:

(Venue Name)
(P.O. Box ---)
(City, State and Zip code)

Attn: Code Blue

We apologize for any inconvenience. Thank You."

Event Cancellation Announcement
Ticket Honor and Refund Policy
Flyer and PA

"Ladies and gentlemen, we regret that, for reasons beyond our control, tonight's event has been canceled. For further information regarding this event and refund procedure, please look for announcements in tomorrow's newspapers or listen to local stations.

Parking vouchers will be distributed to each driver at the plaza as you exit the parking lots.

Ticket Refunds

Refunds may be obtained at the point of purchase.

Tickets purchased at the (Venue), along with a parking refund, may be redeemed starting on the next business day at the (Venue) Box Office or by mailing your tickets to:

(Venue Name)
(P.O. Box ---)
(City, State and Zip code)

Attn: Code Blue

We apologize for any inconvenience. Thank You."

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