CUSTOMER EXPERIENCES. Presented by: Rhino Sports & Entertainment Services

Transcription

1 CREATING UNSURPASSED CUSTOMER EXPERIENCES Presented by: Rhino Sports & Entertainment Services

2 MISSION STATEMENT At Rhino Sports & Entertainment Services, we are dedicated to a simple mission statement: We will provide an unsurpassed customer experience to everyone, all the time. We strive to recruit the highest quality people who are dedicated to enhancing the brand of the clients we represent. Our model is built around teaching and motivating team members. If a man is called to be a street sweeper, he should sweep streets even as Michaelangelo painted or Beethoven composed music or Shakespeare wrote poetry. He should sweep streets so well that all of heaven and earth pause to say Here lived a great street sweeper who did his job well. -Martin Luther King Jr. #1 USHER & USHERING TEAM IN 2012 FOOTBALL AS RANKED BY BY EPHUS 21 / VENUECHECK #1 #1 #1 IN GUEST SERVICES FOR BASKETBALL BY EPHUS 21 / VENUECHECK PARKING ATTENDANT AND EXIT USHER FOR BASKETBALL BY EPHUS 21 / VENUECHECK EXIT USHER OF THE YEAR FOR 2014 FOOTBALL BY EPHUS 21/VENUECHEK #1 #1 USHERING TEAM FOR 2015 FOOTBALL BY EPHUS 21/VENUECHEK #1 PARKING OVERALL RANK FOR 2016 FOOTBALL BY EPHUS 21/VENUECHEK USHER & USHERING TEAM FOR 2016 FOOTBALL BY EPHUS 21/VENUECHEK 2

3 ACCOMPLISHMENTS Ephus 21 is the industry leader in measuring the effectiveness of collegiate athletic programs management of the game day experience through a service called VenueChek. Ephus 21 works with over 50 Division 1 programs and most recently during the 2016 season ranked over 17 of the Power 5 conference schools in addition to others. Rhino Sports has consistently ranked in the top in multiple categories and continues to be an industry leader. These rankings are compared against schools such as Auburn, Oregon, Clemson, Penn State, Notre Dame, South Carolina, Washington, Texas A&M, Kansas, Nebraska, Vanderbilt, Georgia, Georgia Tech, and Arizona. 3

4 EXPERIENCE OUTCOMES 2012 Wake Forest Football #1 - Usher of the Year, National MVP #1 - Usher Team of the Year 2014 Wake Forest Basketball #1 - Parking Attendant of the Year, National MVP #1 - Greeter of the Year, National MVP VenueChek recognized a Rhino Sports parking attendant and greeter as the overall MVP in each category. VenueChek works with over 50 Division 1 schools and the Rhino Sports staff members were chosen from thousands of positions across the country Wake Forest Football #1 - Exit Usher of the Year Donald Johnson was thanking fans (and was very good at it). I asked Donald when the next game was and he was on a mission to get me the answer-he finally gave me 11/22 against Virginia Tech. Donald also reminded me about basketball and invited me to come to a game at some point. Donald treated the event with respect there was no way of knowing that it was cold, the team had lost, or the team was having a tough season. The interaction with him gave me the opposite feeling. I felt appreciated for not only the money I had spent, but the time I had spent with Wake Forest. It was a perfect example of making fans feel appreciated in tough conditions Wake Forest Football #1 - Usher rank #2 - Exit rank #2 - Entry rank (includes bag checkers and ticket scanners) #2 - Guest Services overall rank #3 - Parking overall rank Virginia Tech Basketball #1 - Ushering Team of the Year The effort of the ushering team at Virginia Tech was so strong, VenueChek made a second visit just to see if the effort could remain at such a high level all season. The second visit was even more impressive than the first. 4

5 EXPERIENCE OUTCOMES 2016 Wake Forest Football #1 - Usher Team of the Year, National MVP #1 - Parking overall rank #1 - Entry overall ranking (includes bag checkers and ticket scanners) 2016 Virginia Tech Football #1 - Exit Usher Team of the Year, National MVP #1 - Exit Usher Individual of the Year, National MVP Other Feedback: Having experience with multiple event staffing companies over the years, it is my opinion that Rhino Sports and Entertainment Services provides an unsurpassed customer service experience. Rhino Sports also understands the importance of safety and security and how to strike the proper balance between excellence in security and customer service. I would highly recommend Rhino Sports to any organization wanting to elevate the overall performance of their event staff. - Corey Jenkins Assistant AD for Events, Facilities & Operations - Wake Forest University I want to tell about how friendly and welcoming the ticket personnel are at the gates. I enter the games through Gate 7 on the North side lower deck. The people there have been so friendly on entrance to the games and leaving the stadium after the game is over. In every home game this season, I never failed to hear them say Welcome to Clemson and Thank you for your attendance and be safe leaving. This has to take a lot of energy saying that several thousand times! Please tell the company or department providing this service about this job well done. - James Keith Mayfield Clemson Fan 5

6 ABOUT US SERVICES OFFERED In this industry, an organization must be willing to veer from the conventional operation standards and strive for something far beyond ordinary. Rhino Sports & Entertainment Services offers several unique services pertaining to game day operations and ticket sales. We can also provide tailored partnerships with our clients to allow you to choose the best program for your brand. These services include: Event staffing - ushers, ticket scanners, etc. Event/Stadium/Arena Management Consulting/Quality control Training for part-time and full-time staff Customer service training and motivational speaking Team building Staff management and access to industry-leading software Parking Security Payroll services Kids inflatable games Ticket Sales PHILOSOPHY One of the favorite buzz phrases among companies out there is unsurpassed customer service. Any company can say it, but we take unsurpassed customer service to a whole new level. In the sports and entertainment industry, retention of fans, ticket holders, and sponsors are the most important factors in an organization s success. The best way to retain these people is by taking care of them all the time, every time. Our staff is the front line of the organization. They will carry the unsurpassed customer service torch on a daily basis to all our fans, ticket holders, sponsors, teams, staff, and visitors. OUR APPROACH Our experienced staff has the ability to become your turn-key full service provider. Customer service tools for our staff - B.O.L.T. -- Be safe, Offer outstanding service, Look to wow, Talk Customer service tools in fan interaction - L.A.S.T. -- Listen, Apologize, Solve, Thank Associating with the best in every way through partnerships and other relationships Keeping strong and clear principles Culture of constant self-evaluation 10 points to unsurpassed customer service 6

7 HIRING TRAINING & QUALIFICATIONS TCM: Trained crowd manager We train the required number of staff using a real learning tool rather than just a quick certificate. Each staff member goes through five-to-eight hours (at their own pace) of online training with tests. They then complete two hours at the venue. EMERGENCY PLANNING At no cost to our clients, we coordinate a mock evacuation and other emergency operations planning SECURITY State law requires security to have a PPSB license and be over the age of 18. Loopholes are used by most staffing companies, but every Rhino security staff member has completed all PPSB training before being deployed in a security role. RECRUITING We can recruit career-minded individuals, as we have rapid placement into full-time or regular part-time positions. WHAT MAKES US UNIQUE Customer service training-developed by Rhino themselves Supplemental training including personal empowerment tools Team building outings CPR Training Optional Personal Improvement Skills training Public speaking, management training, budget keeping, wellness New motivational book every year as a required part of Rhino SES training The Fred Factor Creating Magic Family work atmosphere Supervisor dinner with families at the home of account manager Rhino report cards Suggestions, comments, incidents, concerns Fill out and turn back in for us to address and fix Rhino Rewards Program Recognizing excellence in customer service Fans & supervisors fill out rewards based off of satisfaction of work ethic 7

8 CLEAR PRINCIPLES Rhino will produce a handbook that pertains to your specific venue The Gold Standard - Wake Forest University Winston-Salem Dash Customer Service Manual A-Z of what you need to know (pp ) Rules and regulations for staff members (pp. 3-15) Safety procedures All answers of any question a customer may ask a team member Contact information Concessions information Stadium maps Notes pages The ability for staff to take notes and learn from week to week is a corporate philosophy 8

9 UNSURPASSED CUSTOMER SERVICE At Rhino Sports & Entertainment Services, we believe that delivering unsurpassed customer service begins with the following 10 principles: 1. I believe that the customer is the most important person to come to our facility. 2. From the moment a customer enters the gates, until the last customer leaves, I will treat each customer with courtesy and respect. 3. I will treat each and every customer like this is their first experience at our facility; and make their experience a positive one. 4. I will make each and every customer that I come in contact with feel welcome and greet them appropriately. 5. I will anticipate and take ownership of customer needs; and I will provide immediate resolution to ensure 100% satisfaction. 6. I will listen to our customers with an understanding and caring attitude; and I will respond promptly, politely, and positively to questions and concerns. 7. I will assist in maintaining and upholding the first class and professional appearance of our facility. 8. I will identify and move to correct any safety issues that come to my attention. 9. I will thank customers whenever I have an opportunity to do so. 10. I will always be aware that I am representing our organization and will always do so in a professional manner. 9

10 RESULTS While technically not a cashier since it was a permit lot, [your parking lot attendant] was in a cashier position his work product was outstanding! I observed him check through four straight vehicles with Welcome to BB&T Field (and did it with energy). When I approached to ask a question, he gave me the same greeting. He was a great staff member lots of energy and he seemed genuinely excited about working. Your usher greeted each fan (including me), welcomed them to the game, shook hands/gave hugs, and was a SUPER first touch point for fans in the section. Independent third-party assessment I am extremely happy about the wins, especially over the Wahoos, but my kudos are for the guy (Carl Taylor) that mans the door at the Merriman Center for basketball games. Faye and I always go through that door to the games and he starts our basketball experience off on a high note by opening the door and delivering a genuine friendly greeting. He makes everyone feel special but he is the special one for sure. You can t fake the kind of human friendliness he displays. Virginia Tech fan I want to tell about how friendly and welcoming the ticket personnel are at the gates. I enter the games through Gate 7 on the North side lower deck. The people there have been so friendly on entrance to the games and leaving the stadium after the game is over. In every home game this season, I never failed to hear them say Welcome to Clemson and Thank you for your attendance and be safe leaving. This has to take a lot of energy saying that several thousand times! Please tell the company or department providing this service about this job well done. Clemson fan WORKING FOR THE SMILES Our goal is to change the culture of how events can be run. How we as a company treat our employees and the atmosphere we create, will become a part of each client s game day experience for customers. Come to work to put the smiles on customers faces Good communication and exceptional service Nobody cares how much you know until they know how much you care. Theodore Roosevelt 10

11 CURRENT PARTNERS BRETT HICKMAN VICE PRESIDENT - OPERATIONS DIRECT: CELL: BRETT.HICKMAN@RHINO-SES.COM 11