“Hey, um, Rick? Can you come down to the auditorium? We’ve got a lift stuck in here.”
Those are not the words I want to hear on a Saturday about 3 hours before our church service.
I made my way down to the auditorium to find a 15000 pound, 30′ articulating boom lift sitting idle near the stage of our auditorium. The lift did actually kind of work. It could drive one direction (at high speed only) as well as steer. However, the one direction it could drive wasn’t the direction that we needed to get it out. A technician from the rental company stood by and explained that the best he could do is release the brakes on the wheels, but it was stuck until the replacement part arrived. Or, if we removed about 300 bolted-down seats, we might be able to turn it around and drive it out.
I called his supervisor and explained as clearly as possible that the lift absolutely could not stay in the auditorium. He repeated what the technician had said: the church called in the issue on a Thursday, the technician came in on Friday and ordered the necessary part for Saturday delivery, the part never arrived, and therefore there was nothing they could do. I repeated that there was no way it was going to be acceptable to leave a 30′ boom lift in the auditorium to distract thousands of people from our message. The supervisor was out of solutions, so I ended the phone call.
I immediately called one of our members, John, who happens to run iTowing, a local towing company and asked if he had a winch on his truck. He did, and he was on site in about 15 minutes. We weren’t sure if we would actually be able to pull the lift out, given the weight and the slope we were up against. In fact, we also spoke with our speaking pastor for the evening to give him the heads-up and loosely constructed a “what-if” plan. John from iTowing gave it a shot. He drove his tow truck on to our patio, and about 30 minutes later, the lift had been successfully pulled out to allow us to drive the lift from the patio in its one working direction and out to the parking lot.
Lessons:
1. Do business with vendors that understand the needs of your business and are willing to apply responsive, creative solutions to interesting and urgent problems.
2. Have a personal standard so you know what you’re willing to live with and what your willing to try anything to resolve before the deadline. A giant green distraction in everyone’s view violated one of my standards (although I’d never specifically defined this one ahead of time, I’d just lumped it in with my ‘no major distractions’ standard).
3. Surround yourself with subject matter experts. You can’t possibly know what to do in every situation, so be prepared to call on your team of consultants.


