The weekend of September 28, the nation’s airways were rocked by a fire in the FAA control tower controlling the midwest, including O’Hare and Midway airports in Chicago.  Over 2000 flights were cancelled.  One of those included a moderator flying to Chicago on Sunday to conduct IDIs in a facility beginning Monday morning.  Here is the story of how the IDIs happened anyway as told through the email history of Sunday afternoon, September 28.

12:08 pm.  Sunday, September 28 — 20|20 Client

My flight to Chicago got cancelled and are doing IDIs tomorrow before TDIs on Weds. Could we get set up to do TDIs through Qualmeeting tomorrow at _______ Chicago where docs will get starting at 8:30 CT? I would ask facility for webcam and do on your platform if possible. Please let me know!

3:00 pm.  Sunday, September 28 — 20|20 Account Management

Hey guys!  Got a bit of an emergency request here.  I just talked with the (client) (we are doing QualMeting idi’s with them on Wednesday)  They were supposed to do an in-person portion for the same project tomorrow in Chicago facility, but their flights got canceled.

3:11 pm.  Sunday, September 28 — 20|20 Tech Support

I will make sure all are aware of this and this gets handled immediately in the morning. I will go ahead and give Josh a call now so he will be ahead of this, proactively getting it taken care of! In the meantime, if you need anything else, let us know 🙂

3:29 pm.  Sunday, September 28 — 20|20 QualMeeting Manager

We can definitely make this happen. Send over the the schedule as soon as possible and I will get them on the calendar.

8:30 am.  Monday, September 28 — Chicago Facility

IDIs began in the facility with moderator working remotely and clients in the back room.  Moderator reaction, “Next morning, David was in our (virtual) room when I logged on and was on the phone coordinating setup with the Chicago facility.  Clients were in back room in Chicago looking on in amazement because none had used the 20/20 platform before and were in serious doubt we’d pull this off.  And, all went perfectly!!!  So, thanks to your whole team.

Client Post Mortem:  We’ve never worked with a team as professional, helpful, and wonderful and the technology had transformed my life…I may never have to deal with United, American and Delta again and as a moderator who’s been doing this longer than I care to admit, that is great!!!  And, I think my clients, are thinking again about the use of technology in lieu of in person work.

My response:  Some days you are so proud, you just have to share it with the world.  We have a great team and great clients.  This is a long-term client and the 20|20 people were thrilled to be able to help them save the project.  This is why 20|20 is used around the world.  Its not just the technology; its about people helping people.  Congratulations 20|20.  You are the best.