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Do you invest a lot of time teaching your veteran or part time staff how to communicate effectively with guests?
With so many events each year – football, concerts, motorsports and corporate events – and constant turnover, you’re challenged with ensuring that front line staff properly interacts with guests.
We get it:
If they underperform it affects every area of your operation…ultimately affecting the whole organization.
How do you solve this guest services puzzle?
You have workers from all walks of life, with different skill sets and training experiences. Some are more seasoned than others, others have been exposed to more training and development, and some are brand new.
How do you empower your staff to effectively engage with your guests?
We know the answer and can’t wait to share it with you.
Today’s article is going to provide you with the framework of several useful techniques for communicating with your guests and delivering an exceptional guest experience at every touchpoint on game day.
It gets even better:
We have a great offer for you at the bottom of this article.
Paul Turner, award-winning director of event operations and security for AT&T Stadium and the Dallas Cowboys provided us with his “Two Minute Drill” for communicating effectively with guests.
All we ask is that you sign up for the blog so we can send you valuable information like this in the future.
Paul’s training materials that he was so kind to share with us, coupled with his original IAVM Stadiums Blog post were inspiration for today’s article. We thank him profusely for this information. (You might see some insights sprinkled in here and there from his original post.)
You’ve got tons of information ahead of you. Let’s not waste any more time.
Are you ready? Let’s dive in.
Oh, and never forget…in the end it’s all about your guests’ experience. From safety to security…every impression, every interaction – they all count!
“I tell my management team and our part time staff that the real purpose of my job is to help them be excellent in their jobs. Everything that we do as a management team is ultimately focused on ensuring that our front line staff and their supervisors are put in a position to be successful. After all, the event day personnel are the ones that are face-to-face with our customers, our season ticket holders, our sponsors’ constituents. If they fail to execute, then the entire enterprise is a failure.” – Paul Turner
Have high expectations and empower your team to deliver the best GUEST services experience, for every point of contact on game day.
That means before, during and after the game.
Greet sincerely with eye contact
Understand the guest’s needs
Engage yourself in helping guests promptly
Smile and be positive throughout
Thank guests at every opportunity
It’s time to really wow your crowd!
We’ve labeled 8 vital touch points for game day guest services. You can immediately begin to teach your staff how to communicate effectively with guests using these strategies.
We’re going to show you how.
Put these strategies in place and enjoy the peace of mind that follows.
(Pro tip: Benefit of shorter lines: Not only does increased flow of lines enhance the guest experience but it also mitigates the risk for an active shooter incident. With active shooter incidents on the rise, it’s important to alleviate the possibility of scenarios where large crowds are bottlenecked. Increasing flow of traffic greatly reduces the opportunity for active shooters to take advantage of large, crowded settings.)
(Pro tip: Fan demographics change according to the size and type of event. That being said, so will your staffing needs.)
Here’s an example: During a football game, an effective time would be during the first timeout of the first quarter and right before the second half begins. This will ensure the largest audience for the announcements.
Finish your guest service efforts by leaving a smile on everyone’s face. Do this and your guests will always come back for the great experience!
Always hold your staff accountable to achieve all eight ways to win the day and to communicate effectively with guests.
Measure their performance on game day and ensure they deliver service with professionalism, enthusiasm and the friendliness you require for a memorable experience.
As Paul says, staff members “come to us with a variety of backgrounds and a spectrum of skills. And from this vast diversity, we seek to get uniform, high quality results.”
Now ask yourself…Are you getting uniform, high quality results…and peace of mind?
So, will you be employing the eight ways to win the day at your stadium this season?
Don’t forget to download Paul Turner’s 2:00 Minute Drill for communicating effectively with guests by clicking the image below.