and not one single
Wouldn't your job be that much easier and more satisfying if only that were possible?
I'll get straight to the point.
You've got a great venue. And after years of experience working in this industry,
you know what needs to happen for an event to go off without a hitch. You've spent
hours on the concourse making sure things are running smoothly and have calmed your
share of spirited fans. You've seen it all. And let me guess...
You still have employees that make you shake your head because
they just don't know how to be customer service oriented.
Their actions, words and lack of common sense cause you to lay awake at night wondering what the next event will bring.
That's a worry you simply can't afford.
In a world where competition for the spender's dollar is tighter than
ever, the deciding factor between your event and another is often past
experiences in a certain venue or certain event.
So let me ask you: How would your customers rate their experience with your staff? Would they spend their hard earned money to return to your venue?
This site is about enhancing Guest Relations for Sports and Entertainment Venues.
It's about unlocking the door to a substantial increase in your customer satisfaction rating
- both internally and externally. That is if you're prepared to keep an
open mind and be completely honest with yourself. Honest enough to
accept that perhaps the knowledge and delivery of your staff training
isn't as good as it should be. Or even humble enough to admit that you
could use some help in training your staff. Seem a little blunt? Yep.
But what choice do you have? You can opt for:
Another boring seasonal training for your staff where you're not
really sure that they've bought into what you're trying to produce?
You can make the leap to a Dynamic, Thought Provoking training session.
One that takes your Customer Service Staff to the level of Guest Relations and turns your customers into enthusiastic Fans.
If your training program is not improving the way your staff promotes positive guest relations at your venue,
then you've come to the right place.
My name is Ruby Newell-Legner and I'm an expert in promoting customer satisfaction in the leisure industry.
I get called to do training for some of the most successful sports and entertainment venues in the world.
I have worked in the trenches in this industry for over 25 years
as a front line service provider and facility manager.
Having demonstrated positive results in working with 15 NFL, NBA, NHL
and CFL Stadiums and Arenas, I provided Leadership and Guest Relations
training to help Dolphin Stadium prepare their staff for Super Bowl XLI,
trained the staff for 2008 US Open (tennis) and worked with the venues
that hosted the 2010 Olympics. For the last 5 years, I traveled halfway
around the globe to Dubai, United Arab Emirates, to provide training for
the leaders in the Leisure industry, including Jumeirah Group, the
luxury hospitality leader and operator of the
Burj Al Arab,
frequently referred to as the only seven-star hotel in the world.
Everyday my clients put my proven guest relations training skills to the test, as I offer insight,
tips and concrete examples of how to improve guest relations from front-line employees to customers,
between co-workers and their peers, and from managers to the employees they supervise. My track record
in satisfying clients is identified by the number who have hired me again and again to provide training
for their staff. Click here
to see my most recent clients and what they've said about how I've helped their venue.
Why struggle to get to the top?
It's a commonly held misconception that great leaders are equally good
at imparting wisdom to their staff. Not necessarily. After presenting
over 1,400 hundred programs in nine countries, I've worked with some of
the best leaders in the leisure industry. Most will tell you that having
a vision for excellence is one thing; giving their staff the tactical
training they need to succeed requires another discipline all together.
That's where I can help. Training is my specialty. And I've excelled with a simple concept.
I find out your unique challenges then design a training program
specifically for your venue staff.
From the front line worker to the leadership/management team, I work
with your supervisors, parking lot personnel, ticket sellers, event
staff, security, concessions and catering employees, ushers, ticket
takers, and even housekeeping and merchandise sellers.
I will outline a specific staff development plan that
offers fundamental building blocks that will have your staff shining in
every guest encounter. I even promote synergy with departments so
everyone is working on the same page to enhance the fan experience as a
So why fight it when there is a simple way to help your staff learn to anticipate your customer's needs?
Let me help you create a new blueprint for your staff training program.
Working side-by-side, I will help you learn how to produce a learning
environment where everyone walks away with tools that can help them do
their job and make you proud.
If you're really serious about improving the experience for your guests,
which will have positive effects all around, I recommend you do the
Call my office today to see how I can help - phone 303-933-9291.
Send me an e-mail and let me know what specific challenges you are encountering.
What will be achieved by 'hoping' that things improve? That won't solve
your problem. And 'wishing' you could find a magic guest relations
formula won't make it any better. To get your team working together for
the benefit of your guests, you need to take positive action.
Take your first step today.
Ruby Newell-Legner, CSP