Picture the scene: a busy Friday evening at the Atlanta Airport, about one hour before one of those bulk departure times when a large number of flights leave at once. Travelers have just enough time to grab some food and still be in the gate in time for boarding, so the fast-food restaurants are hopping. I am in line at Wendy’s where the counter is staffed by three young and enthusiastic women. With them is another team who are putting orders into bags, filling sodas (No Refills! warns the big sign), and handing food to the customers. Behind that front line is an absolute maelstrom of workers, far more than could possibly be necessary in such a small space. They are scurrying about at the grill, extruding Frostys, and doing whatever it is that they do at a Wendy’s to make the French fries taste like they spent an hour in the hip pocket of a long-haul truck driver even moments after emerging from the hot oil.
Standing by the counter is a woman who is waiting with increasing frustration for a carton of 2% milk. This was considered a “special” order, so someone needed to go into the fridge and get it for her. So far no one had. Periodically, she asked the counter person; where’s my milk? In response, she would turn to the crowd working behind her and bellow; I need a carton of 2% milk! and then return to taking orders. This happened over and over again, with no milk forthcoming. And you know why? Because the gal at the counter didn’t specifically tell one person to get the milk, so everyone just assumed someone else was doing it.
Hold that image while I tell you another story.
I once did work for a company at which the boss decided that everyone in the firm (including consultants like me) should be qualified in CPR. I think that is a great idea, even though the circumstances where CPR can actually do some good are far fewer than people are led to believe. Still, I was one of those who went for the certification and dutifully breathed into and pumped away on RescussiAnnie, the silicon and latex torso used for training.
I remember very little about CPR itself from that class, but I did take away one important piece of information. Unlike all the chest thumping and lung inflating, this particular bit of knowledge actually will make a big difference in an emergency. This is the need for someone to take charge, direct what is going on, and most importantly, identify and direct one specific person to call 911 for help. When untrained people witness a chaotic event like a person having “The Big One™,” almost everyone realizes that calling 911 is an important thing to do. But more often than not, everyone in the group takes it for granted that someone else already did. It is just like the situation with that lady’s milk, but with more potential for death. Someone needs to step up to the plate and take charge of the crisis, and start by pointing to someone – anyone – and saying: “Hey you! Yes, you. You with the glasses, I’m talking to you. Call 911 and get an ambulance sent here. Right now – go!” Then, and only then, a call will get made and help will be summoned.
Watching that scene at Wendy’s made me realize that it is all too easy it is to keel over in a public place and end up dying while a well-meaning crowd stands around waiting for the EMTs that were never summoned to arrive. You’ll end up dead and you won’t get your milk either.