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24/7 Software Blog

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?

2019 is the year you've committed to change.

You’re going to fight hard against the forces of the status quo.

You’ve embraced becoming a data-driven leader.

We like to hear that.

Empowering your staff with the ability to communicate effectively will give you the information to fully understand your operation.

It’s the only way to manage because now you’ll know what you’re managing!

You get it.

You want it.

You need it!

Any other day we’d tell you why it’s so important to institute best practices and then give you the how.

But today, we’re going to show you how to put your incident management infrastructure in place first.

Then, we’ll show you all the reasons why your new foundation will give you Proactive Operations, on so many levels.

Are you ready?

Let’s get started.

You’re hyped.

“Today’s event is going rock,” you tell your team.

You’ve got sponsorship dollars coming in by the droves.

This makes the executive team jubilant.

Your boss’s bosses are happy, which means your department got extra money for this budget cycle.

Being proactive, you already had the money earmarked and spent as soon it was available.

Prior to today, you had only become aware of a ton of incidents after they happened.

So, you went out and got a text communication system.

You’re all trained and setup, and ready to get a handle on incidents while they’re happening.

Good for you!

Everyone is anticipating the increased efficiency.

“Once those gates open, get ready for an uptick in activity,” you remark for the final statement of your team meeting.

It’s 9 AM.

Gates open.

The common incidents come through the radio.

But you’re not noticing any increase in reporting.

You let it go and chalk it up as nothing critical.

12:30 PM rolls around.

Most fans are now rushing into the stadium bowl at this point, looking for their seats, and getting ready for the 1 PM game start.

You’re still getting the numerous radio calls from your team.

They’re dealing with incidents, but all seems status quo.

Where’s the increase from the text system?

Now, you’re wondering what’s going on – where are all the texts?

You’ve implemented such a great system.

Your team is well trained and ready.

You decide not to make any irrational changes and to wait it out through the first quarter.

It’s the end of the first quarter.

Your text communication was announced once over the speakers at the beginning of the game.

But you’ve received nothing.   

Why is this happening?