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24/7 Software Blog

You’re driving home from your most recent event.

Thinking.

Pondering.

Analyzing.

How did it go?

There were a few unexpected incidents, and you were not ready for them.

Those poor part-timers looked petrified by the rush of people during the lightning storm.

You should’ve gone over what exactly to do during a severe weather incident.

Tonight was a little too chaotic for your taste. What to do, what to do?

What do you do?

When was the last time you had similar thoughts running through your mind after an event?

It must be troubling to experience this on a regular basis knowing there’s more to come.

You use analytics to better respond to incidents. But, how do you train your employees to better respond to all these incidents you’re aware of?

Providing first-rate guest services 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 guests a safe, clean and friendly environment is fundamental to the fan experience and that’s the stuff that leaves guests wanting to return to your stadium for more events.

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

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’re tasked with being the steward of safety at your property.

Ponder that responsibility.

Now, take a deep breath – because it’s a big responsibility.

The security of your guests, co-workers, boss, and every single person who enters your property lies on your shoulders.

You’re always collecting and analyzing tons of information.

From do this, to do that, you’re always faced with supplemental training, new policies or changes in industry best practices, and then tasked to train and monitor your team.

Are they doing everything they need or could be doing?

How do you keep up with all that? How do you know what best practices should be in place for your property?

Don’t you sometimes feel like the tail of a wagging dog?

Let’s change that today.

One thing is for sure.

We all know you don’t have to visit Disney every day, weekend, or even every year to remember the impact it made on your life.

Experiencing the Disney ethos for the first time changes you, whether you’re a child or an adult.

Disney Cast Members (as they’re referred to) are trained from day one to deliver an experience worth writing about.

That’s why we’re writing about them.

With decades of life-changing experiences under their belt, it’s simple to understand that Disney is the guiding light for customer service.

Walt Disney said, “You reach a point where you don’t work for money.”

Simply put, the money exchange is not relevant to the memories that you want to create for your customers.

Provide a great experience, exceed customer expectations, and plenty of positive memories are created.

Oh and by the way….if you’re doing this, the money will follow.

Communication among departments on the days leading up to each event is always a challenge.

The chaos that results from bad communication is stressful enough.

But, the icing is that it probably has caused you to deal with big hits to your budget as well.

The marketing team oversold their sponsorships, and they’ve decided to let you know – this morning. Sound familiar?

How do you take control of all the chaos? How do you begin improving communication among all departments while getting the details you need on time?

Poor communication can have disastrous consequences. Don’t you think so?

It’s even worse when it accumulates and affects all areas of your operation. Right? Painful – we know.

But, don’t worry. You can fix it.

Let’s first consider why there may be a breakdown.

Did you watch the Oscars Sunday?

It was “crazy,” and certainly one that all 32.9 million viewers won’t forget.

According to the latest NPR article by Linda Holmes entitled “A Shocking Ending Caps A Big Oscar Night For 'Moonlight” the night didn’t end the way it started, by a long shot.

Holmes writes, “For quite a while, Sunday night's Oscars seemed fairly tame. La La Land, the retro musical with Emma Stone and Ryan Gosling, came into the Oscars as a favorite, having tied the nomination record with a total of 14.

She continues that “by the time they prepared to announce best picture, La La Land had gone on a late run and nabbed six awards: for production design, cinematography, best original score, best original song ("City Of Stars"), best actress (Stone) and best director. Its path to best picture seemed clear.”

Or, did it?

Keep reading; because this is where the night gets interesting.