What do you do, when you screw up?

[RunColo]

A month ago, I ran a 5k at Red Rocks Ampitheater. This was the first year of them doing a 5k, hundreds of people were at the race.

At one of the major intersections, runners came to a T, the leaders took a left as the cones made it look like that is the way you should go, the intersection was not manned nor was there a course map for runners to view before the race. Eventually we were told that we went the wrong way, this was almost every runner with the exception of the walkers/slow runners who had not come to the T. Thus, the faster you were, the more off course you were. My 5k ended up being 4.3 miles.

At the finish, I noticed something. The fast runners, I saw a group of 20 in a circle, were incredible pissed off. I was chatting with some friends after the race, non-runners, probably do 1-2 races per year. They couldn't have cared less about the huge error and most of the other "runners" didn't seem to mind either. Even though the results were messed up and the winning time was 24+ minutes.

The next day I received an email from the event, how it was a great success, dollars raised, etc. No apology though, I found that odd and disconcerning. Errors are going to happen, but when they do some type of accountability and manning up to your mistakes should aslo happen. I was more upset about the lack of owning up than the actual error.

So, what's your biggest screw up and how did you resolve the issue?

[JamesM]

If there was an error of this magnatude the race should admit the error appoligize and prommis it will not happen next year. A good RD would apologize in person to all the runners he can personally talk too.

Normally a humble, an in person apology (not over the PA system) will soothe out hard feelings on the spot. To diffuse the anger you have to listen too, that's why it must be in person.

For people who are still pissed off, it helps to be able to give comp entries to your next event, or some other raffle prizes.

The pissed of runners should volunteer to help make next years race a success. They can help make the course map, cone the course and ride the lead bike.

If they are not prepared to put back into the sport then they can bugger off.

[hillrunr]

Most people understand mistakes happen. They will be forgiving if the RD "mans up" and accepts responsibility. The best way to do that is, of course, in person. If someone in charge saw that group of 20 runners, they should have been there immediately to apologize in person, offer something to make up for the trouble, and either ask them how things could have been done better or explain how the issue will be corrected in the following year. This is standard customer service crisis management. Admit the error, apologize profusely, then don't just promise that it will never happen again but explain what is going to be done to ensure it will never happen again.

I recall an event a few years ago that had similar problems. If I remember, it was a half marathon that turned into a 14 or 15 mile long course. The runners were prepared to give the RD a second chance. When the RD sent out an e-mail explaining how the event had been a great success, with no mention of the course issues, that was the beginning of the end. The even never made it to a second running.

[Trailrunnerdude]

A month ago, I ran a 5k at Red Rocks Ampitheater. This was the first year of them doing a 5k, hundreds of people were at the race.

At one of the major intersections, runners came to a T, the leaders took a left as the cones made it look like that is the way you should go, the intersection was not manned nor was there a course map for runners to view before the race. Eventually we were told that we went the wrong way, this was almost every runner with the exception of the walkers/slow runners who had not come to the T. Thus, the faster you were, the more off course you were. My 5k ended up being 4.3 miles.

At the finish, I noticed something. The fast runners, I saw a group of 20 in a circle, were incredible pissed off. I was chatting with some friends after the race, non-runners, probably do 1-2 races per year. They couldn't have cared less about the huge error and most of the other "runners" didn't seem to mind either. Even though the results were messed up and the winning time was 24+ minutes.

The next day I received an email from the event, how it was a great success, dollars raised, etc. No apology though, I found that odd and disconcerning. Errors are going to happen, but when they do some type of accountability and manning up to your mistakes should aslo happen. I was more upset about the lack of owning up than the actual error.

So, what's your biggest screw up and how did you resolve the issue?

The biggest 'scew up' at one of my races was the lack of a published time limit. It was a 1/2 Marathon and the race committee figured that everyone would finish within 3 hours - this is what we told all the volunteers and police. One obese walker insisted on walking the entire way and came in just after 4 hours. Several volunteers were angry because they were late for other committments and we had to pay the officers extra overtime. Now, we not only have a finishing time limit, but runners must get to the halfway point by a certain time or they will not be supported by the race (no guarantee of police, course marshals, water/sportsdrink, results or food at the finish).

[Veteran Runner]

This is standard customer service crisis management. Admit the error, apologize profusely, then don't just promise that it will never happen again but explain what is going to be done to ensure it will never happen again.

I agree with everything you say, but the reality more often than not is that "promising it will never happen again" and "explaining what is going to be done" right then and there is a stretching it either a little or a lot, because, most often RDs doesn't not know what happened other than an observation of the symptom.

Way too often when something happens the "public" will demand immediate answers, which of course few people other than god could know. Don't play that game.

If someone knew the answer that soon, in many cases the problem would not have happened at all because that same knowledge would have been there before hand and usable to prevent the problem. What I just said may sound confusing but stop and think about it.

IE. "If I knew what you are claiming that I knew or had to know, I would not have let this happen."

It is one thing to know that someone was not out on the course, but knowing that is not a solution.

Why was someone not out on the course?

If the answer is that that it was never assigned or that Joe Jones was in charge and he screwed up, knowing that is not a solution either.

A good manager will not stand there blowing smoke up the butts of the complainers, but will tell them he's sorry and "I need to find out what and why this went wrong and I have two choices.
1) I can either stand here and continue to tell you that which I can't back up at the moment.
OR
2) I can ask you to let me go so I can talk to some people who will leave before I can talk to them because they are the only ones who can help figure this out while things are freshn in their mind."

The complainers may be full justified in their position but that doesn't mean they have to completely command all time and resources for the next hour.

There is also the issue that depending on how well (or not well) the RD has delegated the rest of event at that point, spending any more time on the issue may cause lots more to go wrong so that a whole bunch of others, not effected by the course problem, will now have a problem. You have to know when to cut your loses and move on.

and I'm going to offer that a very high number of "nobody out on the course" problems can be laid at the feet of the race trying to be all to all and trying to address "race day" accommodations before the gun goes off.

Most often accommodations are to one or a few runners on items that may be important to the runner but not important in the scope of distracting the important race management people from doing what they need to do during a very critical, rapidly closing window in the hour or 2 before the gun goes off.

Accommodation most often have to be handled by the "bosses" and using the bosses in a one-on-one with any single person is mal-practice in my book when there are hundreds or thousands that deserve the full attention of the bosses. That may sound like I don't care. I do care but I'm not one of those foolish people who thinks they can or should help every individual. At some point the individual has to be "odd man out".

In perfect race world, every task and everyone to handle those tasks will be completely assigned before race day. The reality is that some volunteers will not show up and then the RD is forced to fill-in using staff assigned to less important jobs. The "course" turns are seldom as high other race's lists as they are on mine.

Finding people to put out on the course and to man the one mile clock are very often left to the last minute either by design or because the original person was pulled off to do some else.

Does that volunteer shuffle sound familiar to anyone?

Almost any RD who really looks at and remembers the rapidly narrowing pre gun window knows that distractions are common and poison.

Even just shooting the bull with an RD because you haven't seen him or her for some time before the race is not a good idea. I've been accused of blowing off people in mid sentence when I suddenly remembered what I was supposed to be doing.

It would do well for runners to read the job description of what race managers need to be doing on race day and leave the managers alone.

And I also agree 100 pecent with JamesM

"If they are not prepared to put back into the sport then they can bugger off."

I believe that the root cause of most race screwups is that some very high percentage, well into the 90s, are the runners who never volunteer to help in this amateur sport. Most races are understaffed with little reserve to handle that which goes south.

[hillrunr]

I agree with everything you say, but the reality more often than not is that "promising it will never happen again" and "explaining what is going to be done" right then and there is a stretching it either a little or a lot, because, most often RDs doesn't not know what happened other than an observation of the symptom.

Agreed. It's usually not best to get into the details immediately. First, you have to find out what happened. I would actually suggest asking the runners what happened so you can get both sides of the story (runners and volunteers) and begin to get an idea of what happened. If, as it seems was the case here, there was one specific corner that was a problem and the runners say the cones were laid out improperly and that there was nobody there to direct them, I don't think it's unreasonable to say on the spot that you will be sure that the specific corner is better marked and there will be someone there directing the runners next year. Then, you can get into the details of what precisely happened, develop the detailed plan to deal with it, and give further details on how exactly you will follow through with that later.

[Trailrunnerdude]

And I also agree 100 pecent with JamesM

"If they are not prepared to put back into the sport then they can bugger off."

I believe that the root cause of most race screwups is that some very high percentage, well into the 90s, are the runners who never volunteer to help in this amateur sport. Most races are understaffed with little reserve to handle that which goes south.

Memo to Veteran Runner: Road racing is not an amateur sport. Also, race entry fees have been increasing at a higher rate over the past several years, so telling runners to put back into the sport rings pretty hollow when they've paid your salary. If an RD can't find volunteers to fill key positions, it may be time to actually hire people who know what they are doing.

[Veteran Runner]

Memo to Veteran Runner: Road racing is not an amateur sport. Also, race entry fees have been increasing at a higher rate over the past several years, so telling runners to put back into the sport rings pretty hollow when they've paid your salary. If an RD can't find volunteers to fill key positions, it may be time to actually hire people who know what they are doing.

Perhaps I stepped in the wrong door by participating here.

It seems you are telling me I brought a knife to a gunfight.

"""Road racing is not an amateur sport""""
If that is true, then I'm either on a different planet,
or looking at the wrong section of the bell curve of road races,
or under the mistaken impression that the number of road races which pay any of the races committee are a very small single digit percentage of the races.

The last time I looked at the stats for races, sizes and such, most races probably can't afford any serious paid staff, and if there is any payment its more an honorarium than a paycheck.

Since I'm new here, perhaps you can explain what area of the bell curve all this advice and council pertains to.

[hillrunr]

Just re-read this thread and I'd like to clarify a few things on what I stated.

First, I never suggested that the RD should spend an hour smoothing things over with the runners. It shouldn't take more than a few minutes to ask what the problem was, get the details from their point of view, apologize profusely, offer something to make up for the problem, and if nothing else at least give the "I'm going to figure out what happened with the volunteers in charge of marking the course and directing runners on that turn and ensure that it is marked clearly and there is someone there directing you next year" response. A nice response saying here's what I'm going to do and the problem will be resolved in this way. This does not have to dominate your time.

Second, I would definitely strongly suggest finding who was in charge of the part that went wrong immediately and getting their side of the story. Figure out what happened while everything is fresh in people's minds. Don't reprimand the person, make it clear that you are just trying to figure out what happened.

Third, the response you give can be as vague or as detailed as the description of the problem allows. If they say the cones were laid out in a way that suggested they should turn the wrong way, then it shouldn't be difficult to respond by saying that you will make sure the cones are laid out more clearly next year. You can then figure out how the cones were laid out and how it can be better done or decide if signs or markings on the road are also needed. If they say nobody was directing them, then say you will make sure someone is there next year. If someone was there, then you know you have to make that person more visible or get a more assertive/alert person on that corner. If not, then that becomes a top priority for next year. If they just say the corner was confusing, then remain equally vague and say you will do whatever is within your power to make it easier to understand next year, then talk to the person in charge of that corner and figure out what course of action would accomplish that.

You're explaining how you are going to fix the problem that they perceived. You're not necessarily giving them detailed steps on what exactly you are going to do until you know the exact status of what happened.

This all reminds me of a race I ran a few years ago. As we were cresting a hill, a volunteer said turn around at the last cone. We turned around at the last cone we saw, not realizing there were more as you continued to go over the hill and back down the other side. Our 5K became a 4K. Several of us were all gathered around discussing what happened and the RD approached us. He asked what happened, ensured us that we were not being disqualified (even though some were suggesting we should be), and said that he would make sure the turnaround is much more clear the following year. He was then gone within 2 minutes of approaching us and off talking to some of the volunteers. I went back the following year and there were more cones so you could always see a cone no matter where you were on the hill, they had 3 cones and a turnaround sign at the turnaround, and they had volunteers saying "turn around here" instead of "keep going and turn around at the last cone". He was even at the turnaround himself, making sure there was no confusion. The RD lived up to his word and his efforts were very much appreciated. In my opinion, this is exactly how you handle such a situation.

[Trailrunnerdude]

"""Road racing is not an amateur sport""""
If that is true, then I'm either on a different planet,
or looking at the wrong section of the bell curve of road races,
or under the mistaken impression that the number of road races which pay any of the races committee are a very small single digit percentage of the races.

Part of the problem here is semantic. I consider amateur sports to be for true 'amateurs' such as high school or college athletes who need to maintain an amateur status. In this country we used to force runners and track & field athletes to maintain such status to maintain their olympic eligibility. Fortunately, that ended about 30 years ago. Many road races offer cash awards and are open to runners of all abilities, including those who choose to make a living out of running. Therefore, I don't consider them 'amateur' events.

As far as race management, all of the races I've been involved with have had some overhead. In some cases it's been several hundred dollars, in other cases close to 6-figure salaries. It's not all about the benjamins, but people are getting paid and they deserve it.

[JamesM]

I have thought about this issue some more. It's my experience that you know of a problem either when it happens or 30 seconds after the affected runners cross the finish line. This is true for all errors except a timing fiasco.

You may not know who's fault it was, but that's immaterial to what you have to do when talking to the runners. In the end it's ultimately the RD's fault. Either way, fix the problem and make it up to the runners right away.

If we have a problem, no mater how minor, we, that's the RD, course director, timing staff or any member of the on site club volenteers try to see what we can do to fix the problem and make the runners happy.
We don't normally need to contact the RD, we just make the decision and don't talk about it until we have brunch, after the race is over.

You can't fix almost everything by saying you are sorry right away, and bringing a positive attitude to resolving the issue.

I have seen quite a few problems, from large finish lines being blown down, in the dark and rain, during a micro burst with lighting, right when the first finishers of a night time 5K were crossing the line with about 2,000 coming on strong from behind. To races where the rented port-a-potties did not turn up till after the gun.

But the most common errors I have heard about is using the wrong course marks or letting the lead runners go off course.

When things go wrong, you often see it but can't prevent it, the only thing to do is jump into the breach and get the race back on track as soon as possible.

Most errors prior to start are failures to plain. They are often fixable if identified quickly. The key pre-race biggies are making sure you don't have long lines or delays in parking, registration or bathrooms. Any lines should be very short and quick moving. If they are not look for ways to start up multiple lines that work in parallel.

One of the ways to eliminate registration bottlenecks is to have multiple parallel lines and a separate table for problems. That way any problem pre-reg pickups don't back up the line but get moved on to the problem table. Keep the lines flowing.

After the start most errors are in course management. It's not that complicated. You have to be using the right course, keep the runners on track, and have functioning water stops and mile marks. The most important of which is keeping the runners on the right course.

I am ashamed to admit it, but at the race last Saturday the lead runners, who were running neck and neck, followed a lead bicyclist off course. With quick thinking we got them back on course within 20 seconds, without back tracking, and we were amazingly lucky that the distance was the same. (They took the second left instead of the first around a small square of grass.)

Having intelligence at the spearhead of the race is important to keeping runners on track and fixing problems on the fly. I cannot tell you how many times having lead bicyclists who know the route saves people going of course. I think the one best thing a race can do to eliminate course errors is having lead bicyclists.

I often take the time to personally go round the course with the lead bikes, either the day before hand or on the morning of the race for a dry run. Relying on the police to lead or cones to be correct leads to errors.
As a general rule we almost never have off course runners because we use lead bicyclists.

Before last Saturday, the time before that was at about 70 to 90 races ago, over 5 years ago, and that time it was police error. The police moved the cones and waved the lead runner the wrong way, telling the volunteer on the corner that they were wrong. We fixed that one too by the time the second runner hit the corner.

I have been a minor volunteer on a local marathon that, for two years in a row the police would have attempted to send the wrong way, but both times I fixed it by talking the time to bike the course and check with the police at each point what they thought the plan was. Then when I found problems I radioed in to the Sargent in charge and got the officers re-tasked and back on plan.

You can have a quality control team, and you can anticipate and fix problems but it requires experienced staff who are not just doing their job but looking to anticipate problems.

If there is a problem or misunderstanding apologize right away, listen carefully to their complaint, then make it right.

You probably can't overdo it when making it up to the runners, who are your customers. Do what it takes to put a smile on their faces. Do it as soon as possible, before any bitterness sets in.

I have already mentioned having a a problems table for any people with registration issues. For that to work well the staff manning he problems table should have the power of god to do what ever it takes to fix the problem. Empower them, and trust them. Trust them to find and fix the problems for the customer.

The same is true for your other key people. Make sure they are looking for and attempting to anticipate problems and empower them to fix it, on the fly, in a way that makes the runners/customers happy.

Obviously your key people need to have some race experience otherwise the fix may cause other problems, but then I trust all your key people have race experience.

Most of our race management team, (all volunteer), know that if they can fix a problem they are empowered to do so on the spot, and they don't need to contact the RD for permission.

[Jeff Perryman]

Acknowledge, Apologize, Act

[joeconn4]

"So, what's your biggest screw up and how did you resolve the issue?"...

A couple years ago, at a 5k we produce, loop course, the lead police car turned 1 block early. It was the 2nd year after a course change at a long-standing race, so we had a lot of people who were veterans of this event. I had an idea we had a problem when the leaders approached the finish about 30 seconds faster than I expected. It wasn't until about the 10th finisher (~300 runner race) that a finisher commented on the short course, and he totally lit into me. I was working the chute at the time. We had a busy 10 minutes coming up so I told him to check back with me after the crush. He was extremely p'd off. As soon as things calmed down we found each other and I got the story.

Was a case of "anything that can go wrong did go wrong". First off, somebody had moved the cones I put out, most likely a resident of the street we are supposed to run down who didn't want the runners on his street. Second, the course monitor who was supposed to be at that corner never showed and I didn't catch the he was missing when we were reviewing assignments. Third, the Police Officer in the lead cruiser was not 100% familiar with the course so she had turned where the cones had been moved to.

How did we resolve it? Since all the runners had done the same course we were able to produce valid results and do awards without sorting things out. After the race I went out and measured the difference. Then we posted a note on our website along with the results, and I also did a time conversion chart to show runners how much time they should add to get to a legit 5k, depending on what their actual finish time was for the short course. For future years I now meet with the course monitors for all the turn corners ahead of time and also meet with the police crew.

[RunColo]

Joeconn,

Smart move figuring out the discrepancy and letting the runners know, good work.

[RunFatPat]

a wise(r) old race director once told me...

to keep at least whatever the registration price was in cash, in your pocket....

and if someone was really irate,
and the apology didn't work.....

turn and ask them, if they'd like a refund?

and when they say "Yes"

gie it to them and say....Again I'm sorry, but you've now given up your right to complain any further.

I did this once about 5 years after the lesson was told....

and the expression on the runners face (dumbstruck) was awesome....and the guy was a freind of mine at the time