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24/7 Software Blog

How long have you been running your operation?

Years?

Decades?

Would you say you’ve seen it all?

We bet you’ve seen a lot.

But, what about the issues or incidents you haven’t seen?

You’re probably saying to yourself: “What are they talking about?”

We’re talking about the things that have occurred under your watch – that you didn’t even know were happening.

The things that “slip through the cracks” without any warning or heads up.

The unfortunate news is that you couldn’t know what your team is missing.

Why?

You don’t know what you don’t know! And, we bet you’d agree with that.

Have you acknowledged this deficiency in your operation? What have you done to counter this big problem?

It’s got to be overwhelming – we can feel your anxiety and the ongoing stress. It has got to be crippling your ability to be a proactive leader.

You need a change, fast.

It’s time for you to step up your situational awareness, so nothing gets past you and your team.

Are you ready?

It’s 9:00 AM, and you've been on your property since 6:30 AM.

Today’s tasks are already taking a toll on you mentally and physically.

You’re tired and stressed out.

Now, you’re shifting your focus to delivering a break-even customer experience.

Wait, break-even?

Yes, you’re working tirelessly for the hope that nothing goes wrong.

That nothing happens your customers will notice.

That’d be a good day for you.

That’s not what we like to hear.

We understand that delivering an extraordinary customer experience might not always be at the top of your list.

We get it; you are overwhelmed with all of your responsibilities.

But, here’s the thing – your customers keep your lights on and doors open.

Customer experience should always be your #1 priority.

Today, we want to help you improve your capabilities so that you can focus on your customers before anything else.

Providing first-rate customer service is paramount.

We know it’s one of the top goals on your list.

We also know it is the top goal on your boss’s list.

The fan experience is essential to everyone’s livelihood.

You certainly can’t guarantee a win, perfect weather, or prevent car trouble on the way.

But you can and must deliver the highest level of service.

Face it.

You’re in the business of creating memories as much as your star players.

Preparing for and delivering to your customers a safe, clean, and friendly environment is fundamental to the fan experience and that’s the stuff that leaves customers wanting to return to your property for more events.

With your well-trained and dedicated team members, you can ‘make things happen’ at every point of contact with your customers.

For every location, every person on your team can affect a fan’s experience, positively or negatively.

Every impression, every interaction, they all count.

You hang up your phone.

As you turn to your operations manager, Kelsey, she can tell you’ve got bad news.

“John called me about this quarter’s revenue numbers,” you tell her.

“Our numbers are still declining,” you continue.

Kelsey isn’t sure how to respond, but she’s been proactive since she started this month, so she starts asking the right questions.

One after another, the questions are rolling, and you’re able to answer them quickly.

Six questions in and answered, you stop her.

She stumped you.

“What customer feedback have you received over the last several months or years to determine whether the revenue decline relates to experience,” she asks you.

But you don’t have the right answer.

It’s long and more of a rant because you can’t clearly explain it.

It’s a combination of excuses and some insight here and there. But you don’t have anything tangible to offer.

You don’t have reports or any sort of feedback.

It’s not acceptable, and you know that.

Yes, you know where to start looking for answers, but how do you fix this to increase your revenue and keep your job?

Kelsey will probably know – but we’ve got a solution ourselves.

11 different incident types…

That require personnel from four different specialties just so happened to occur at the same time.

This situation is unheard of for your property – especially a low activity day like this one.

It doesn’t get better either.

You’re short staffed.

How do you manage this?

Don’t fray.

We’ve got you covered.

You are the steward of safety at property.

Take a step back and ponder this responsibility, and then take a deep breath – because it’s big.

The safety of your customers, colleagues, boss, and every person who enters your property rests on your shoulders.

You’re constantly taking in overwhelming amounts of information.

From “do this,” to “do that,” you’re always faced with supplemental training in response to new policies or changes in industry policy.

Then, you’re tasked to train and monitor your team.

Are they doing everything they need or could be doing?

Do you sometimes feel like you have zero control over your operation?

How do you keep up?

How do you know what the best practices should be for your property?