It’s 9:00 AM and you've been on the clock since 4:30 AM. Setup is already taking a toll on you mentally and physically. You’re tired and stressed out. And now you’re shifting your focus to delivering a break-even guest experience. Break even?

Yes, you’re working tirelessly for the hope that nothing goes wrong. That nothing happens your patrons will notice. That’d be a good day for you.

Did we nail it?

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

But why not? We think it should be.

Proactively Enhance the Guest Experience on Game Day

All the responsibilities you have to juggle on game day add up quickly. It doesn’t seem to matter how focused on coordination you are, some problems get out of control with no end in sight. Before, during and after a game you are spending every moment of your time chasing calls and cleaning up the aftermath.

Rather than sweating over the need to thwart existing hazards — let’s get proactive.

It sure is a challenge to break even on the guest experience. But we’ve got the operation management tools you need to step your game up.

Together, these tools allow you deliver an enhanced guest experience every game day. You will soon become the guest experience hero everyone’s been waiting impatiently for.

No more break-even experiences. It’s about delivering a guest experience that’ll give you raving fans of your own — each and every game day. You want fans that’ll gladly return to your venue, and then get excited about renewing their season tickets for next year.

Are we right?!

Your New Powers…Integrated

These four integrated operation management tools will help you give a guest experience worth raving about. Facebook and Twitter feeds will be going off the charts with remarkable feedback about the guest experience at your venue.

• Text Communication platform
• Incident Management System
• Request Tracker solution
• Lost and Found manager

How will these help you get such raving fans (and help you look good to your boss)?

Well, use web-based tools that can talk to each other. Then, you’ll see how your team will work together — more efficiently and super effective. The result, you look really good to your fans and your boss.

Let Your Guest Experience Powers Combine

Text Communication!

We’ve pressed the point before. Text communication demonstrates its value in a way not noticeable to the naked eye. But it’s there. Trust us. It’s there.

Text communication instantly empowers your guests to contribute to the safety of their environment.

Its game day and an opposing fan is wreaking havoc. They’re mean. Really mean. Quite intoxicated too. Rather than putting your guests in a hazardous position, empower them with the ability to anonymously report the unruly fan without realizing any potentially dangerous repercussions.

Text communication immediately affects the guest experience in a positive way. Invest in a system where your guests can text into the system and your staff can quickly document, manage and track the incident.

Our customers tell us that once the text system was implemented, they saw a drastic reduction in their Monday morning customer complaint calls. No more phone tag — only efficiency! Oh, and a reduction of giveaways to appease an unhappy customer.

The key to making text communication a super power is to make sure it’s integrated with your incident management system. This is a must!

Incident Management System!

An incident management system complements your text communication platform. Use it to control your chaos. Mitigate incidents and counter potential hazards. And do it effectively.

With a web-based incident management system your guests can use the text communication to report any occurrence to your staff. It gives your staff confidence…and awareness. They can track all incidents incoming, who’s handling them and whether they've been dealt with.

Now it’s like you’re everywhere at the same time, all the time. How’s that for hero-like talent? Situational awareness can’t get better than this.

An incident management system gives you peace of mind. It equally enhances the guest experience.

Are these benefits you’d like in on? How about giving you the real tools to decrease your turn-style times? Feeling powerful? You betcha!

Never stop measuring. Never stop perfecting. Track and use analytics provided by an incident management system to constantly enhance the guest experience. Respond to one more incident, in a little less time. Less hesitation from consistent evaluation is the key to providing your guests with an exceptional game day experience.

Request Tracker!

Ooo, what’s a request tracker? It involves guest requests. Something you’re already doing. But you could be doing better with a request tracker.

Many stadium managers track incidents and guest requests on the same spreadsheet (eek — we don’t like those!) or in the same system they track incidents in. Doing this has an effect on your game day reports.

It skews your incident count. Not good. Inaccurate reports are useless. It’s time to eliminate the problem with a request tracker solution.

Invest in a solution that allows your guests to send a text request into your system. No more tracking in your incident management system. Now staff can track and communicate all requests in a window — separate from your incident management system — never missing a beat [guest request] ever again.

Out of this world, right?

But make sure to arm your team with a system that’ll take the guest experience one step further. How can you do that? Easily. Choose a solution with functionality that lets your guests know when their requests have been received, dispatched and completed via text message.

One more thing, when a guest texts your team they lost their lucky hat, they’ll have an efficient way to tell them about…

Lost and Found!

Your lost and found manager. Because let’s face it. Lost items are a serious bummer.

We believe a lost and found solution is truly the most inexpensive way to enhance the guest experience. It builds guest loyalty too! (Guest loyalty is definitely an added bonus.)

Use a system that’s web-based so you can benefit from all the neat capabilities the internet gives you. It’s as easy for your guests to use as it will be for you to explain it to them.

1. Your guest reports their lost item online.
2. Once the item is found, it’s matched to the lost item.
3. Your guest is notified.
4. Like we say, “Reunited and it feels so good.” Get the picture?

Your guests get a receipt to ensure they get the correct item. You get full and consistent digital records to report, track and manage all items moving through the lost and found department.

We’d say that’s customer service and efficiency in one fell swoop.

By Your Powers Combined, You’re Now a Game Day Hero

We want you to be successful, efficient and effective, and all the sweet characteristics associated with a game day hero.

If you’d like to improve your guest experience from break-even to ‘enhanced’…you need to invest in these four web-based tools.

An integrated operation management system will do more than help you break even. It’ll make the guest experience out of this world.

Hey, you don’t have to be CAPTAIN PLANET! But you can be your guests’ greatest champion.

(photo credit: RLHyde via photopin cc)