I recently spent the day in Thorpe Park (a bit like a down market DisneyLand for anyone not from the UK), and we were all looking forward to a day of roller coasters, silly ride photographs, bad overpriced food and generally some good fun. We had never been before, and my kids are now old enough to be able to go on almost all of the rides now. Much excitement was expected.
Yes, we had a good day overall, but not as good as it should have been. The first two rides we tried to get on as soon as the gates swung open were closed because of technical faults; both these rides were at opposite corners of the park, so after 30 minutes not only had we not even had one ride, we hadn’t even got in the queue for one. This somewhat set the tone for the day. At the fourth closed ride my wife gave some unfortunate teenaged park assistant an earful (he was rescued by a senior colleague). At the fifth we could only laugh and accept our fate. And so it went on; the photo booth to collect photos from one ride was closed after we had staged the perfect family shot on the ride, the hand dryers in the toilets all blew cold, cold air on a cold day, vending machines were out of order, and so on. The more we looked the more we found fault.
We still had a good day, but we won’t be going back any time soon, and conceded that in the theme park area at least, the Americans have by far the best theme parks compared to Britain.
The whole experience reminded me of some security groups I have experienced. We very often promise a world of smiling, excited faces, a world made better by our presence and an experience that will surpass your expectations. The reality is often a little more drab than that.
We often see security functions that allegedly “enable your teams to work more effectively”, or “allow you to leverage your creativity while we drive your competitiveness” and so forth. In our drive to be seen to be a benefit to the business (good), we often set ourselves up for failure as we establish these grandiose statements (bad). “Leveraging security to be a differentiator in the marketplace” is great, but only if you can deliver on it. An ISO27001 certification may help your business get more work initially, but if the basic principles of good security practice in your delivery teams is not there, that work will soon be lost. Your company workforce working securely and in harmony is the best way of supporting your business, not having a “security strategy that differentiates us to our clients”.
Let’s focus on getting the rides running properly in your security programme before marketing ourselves in a way that ultimately shows even our hand dryers don’t work.