Recover After Our Mistakes.
What is it?
We're in the game of turning any negative fan experiences into positive ones. If we make mistakes, we create a memorable recovery and move on.
How do we practice it?
1.????? Except that the past is the past and focus on the present.
2.????? Don't be defensive. Be curious. Ask what would success look like to this fan.
3.????? If you need support, ask a manager or other employees for help.
4.????? Take action and be sure that the issue is resolved.
5.????? Thank the fan for their patience and tell them we look forward to seeing them again.
6.????? Share the issue and your response with your team via a new Best Practice.
Where does it impact performance?
Fan feedback, online reviews, and social media.
What's our performance goal?
We answer 100% of fan feedback in person, on the phone or online, immediately, or as quickly as possible.
We change negative fan feedback into a positive outcome as close to 100%? as is humanly possible.
Examples:
We replace food and beverage items or offer a refund when a fan thinks something is less than great.
We work with fans if there are issues with their seats or reservations. For example. If seats or reservations are accidentally sold twice or a fan arrives with tickets for the wrong day.
We get creative with kids when small issues or mistakes upset them. When a mom missed a photo of her son running the bases, we make his tears disappear by giving him a baseball.
Retired at DMC Technology Group
10 个月As an usher, I do my best to resolve any issues and make it a positive experience for our fans. Go Hens!
Purposeful Planning Educator at Paul Hood Services/Ambassador at Purposeful Planning Institute
10 个月Your organization provides a consistently superior fan experience with both the Mudhens and the Walleye. I strongly suspect that the synergies of fewer core seasonal employees inures to the mutual benefit of your organization and the fans. Having handled minor league team purchases and sales, all of those teams had core employees who were furloughed part of the year, i.e., the off-season. Given that the schedules of the Walleye and the Mudhens only gently intersect, y'all must have fewer furloughs.