So one day I wake up and find that my hobby as a little league and semi pro stadium announcer has evolved into that of a radio broadcaster and sports reporter. Not a bad transition from chasing bad guys over the past 22 years, and certainly a lot safer. But one more thing that changes once you are "in the biz" is how you look at the game. In a crazy way, you are always looking for the story that sets you apart from the other 100 people writing about the same event. I mean, we were all at the same place, so what makes what I have to say more interesting than that of another reporter. Not only that, the entire thing was televised, so at the end of the day, whats the big deal?
One of the things I enjoy is covering the operations of an event. I once covered a Lindenwood University game and met the fella that Hunter Stadium was named after (Dr. Charles Hunter). He said there were more people attending this particular game last Fall than there were attending college when he charted a course in the 80's to raise money to improve the stadium. Pretty impressive. But there was more. Lindenwood had it all going on: cheerleaders, dancers, a band, a stadium announcer, music, television crew, concessions, souvineers, security, parking control...and the list goes on. But one thing for sure, that game day could not have been any more impressive. It all started with a smile at the main gate and great guest service from start to finish.
Fast forward to the Rams - 49rs game on Sunday, January 1, 2012. Now, in today's day and age, most of us are gainfully employed, and due to the economic conditions, companies will do almost anything to rake in that extra dollar; most of it by lambasting employees about the importance of guest service. The problem is this, by "demanding" your employees provide great guest service is sorta like waiting for your kid to drive you crazy as a teenager before you decide to actually try becoming a parent...and then beating your head against the wall when you realize you should have started being a parent when they were 2 or 3. If you work at a place where guest service is a culture, and not a reaction, then its simple...you win. And thats where we are with the Rams.
The guest service culture demonstrated by the Rams organization was simply second to none. I bought tickets for my wife and three kids to sit in the stands, while I had a press pass to the booth. Regardless, the day cost me about $500 when I figure in gas, parking, and snacks.....and that is pretty darn close to an entire week's take home salary at my day job (yeah...I work two jobs). As we approached the Broadway entrance, we were surrounded by a sea of Jackson and Bradford jerseys, plus all of the throwbacks all the way from Holt and Bruce to Dickerson. The first person I met was the guard with the metal detecting wand...he was all smiles, and forgave me for my ignorance as I had no idea what to do. I go in with the entire gang, but have to go to the media office, back outside, to get my credentials. Once again, service with a smile. I then go back through security and on to the media elevator. I had a nice ride with the elevator attendant. Then I make my way to meet my point of contact with the Rams, who gave me a first class tour, and turned me loose with a simple reminder to let him know if I needed anything.
During the 3rd quarter, I snuck out to see the family, and was once again treated with kindness by every Rams / Dome employee I came in contact with. Not only were the employees nice, but so were all of the media people. I sat down next to some pretty big names, and I felt like I was just one of the guys. The atmosphere was so professional and respectful, it was as if I had been there a hundred times. The professional culture demonstrated by the Rams organization was mirrored by everyone in attendance in the press box.
As the game winded down, I made it a point to watch how the employees in the stands made eye contact and thanked almost each and every fan as they left. And at the exit gates they handed out Rams posters as a sign of their appreciation.
One thing that was consistent among every single Rams or Edward Jones Dome employee that I encountered is that every single greeting or interaction was genuine and sincere. I left with two pages of notes regarding how I can improve my game as a stadium announcer...and 90% of those notes centered around guest recognition and how the Rams went above and beyond showing how much they truly appreciated those fans in attendance.
Now that is how you gain loyalty...and I will take loyalty over satisfaction every time. And oh yeah...the Rams scored 27 and the 49rs scored 34.....somewhere between that great culture of guest service was a football game, and I joined thousands of smiling fans as I left and made my way to my car.
If you want to read more about the football game....go to http://www.stlouisrams.com/. Otherwise, stay tuned, as we will surely cover the events from my perspective as they unfold for the upcoming 2012 Rams season.
(Thanks Scott!!)
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