About Us
GameDay Consulting is a customer service training and evaluation firm focused solely on improving the fan experience in the sport industry. We are selective in choosing our partners and clients, often working with no more than two or three teams or venues. This selectivity allows us to focus greater attention on the client and work together to develop a customized training and evaluation protocol.
Core Values and Principles
- To encourage our partners to value customer service and the guest experience as a priority for the whole organization
- To train our partners in providing great service to all stakeholders; guests, co-workers, vendors, suppliers, and contracted partners
- To help our partners create WOW moments – those interactions that go beyond expectations and have an emotional impact on the recipient
- To enable our partners to empower and trust every game-day employee to provide exemplary service during every guest interaction
- To show our partners how to value, recognize, celebrate, and reward examples of great service
- To help our partners identify and hire people who are already passionate about guest service
- To encourage our partners to build honest and open relationships, both internally and externally
- To assist our partners in creating and valuing a guest-centered culture
- To enhance our partners' development of a positive team and family environment
- To help our partners create a culture that is adventurous, embraces change, pursues growth and learning, and values fun
GameDay Consulting has also utilized the expertise of several professionals in the sport industry.
The GameDay Team
The GameDay team consists of industry and academic professionals with a wide variety of expertise and experience.
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Dr. Brian Crow is a Professor in the Department of Sport Management at Slippery Rock University, the former President of the North American Society for Sport Management, a former Editor-in-Chief of the Sport Marketing Quarterly, and a member of the Board of Directors of the Stadium Managers Association Foundation. Brian is responsible for development and delivery of customized guest experience training curriculum and conducting mystery shopper programs. Email: brian@gamedayconsulting.com
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Dr. Kirsty Spence is Department Chair of the Department of Sport Management at Brock University in St. Catharines, and has amassed several years of global teaching experience in Canada, America, Russia and Taiwan. As an academic, Kirsty is most interested in researching and teaching about organizational behavior topics and has published many papers on leadership and leadership development. In 2011 Kirsty was certified as Leadership Development Coach with Integral Coaching Canada® and considers herself very fortunate to contribute powerfully to sport executives' leadership development. Kirsty has worked as a coach and consultant with many clients in the sport industry in both non-profit and private industries and specializes in all leadership topics. Email: spenceintegralcoaching@gmail.com
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Dr. Craig Crow teaches management at West Liberty University. He has taught courses on facility and event management, as well as human resource management. Prior to entering the faculty ranks, Crow worked in the Department of Intercollegiate Athletics at West Virginia University. He has worked in a variety of operations capacities at over 100 NFL and major collegiate football games in the last decade. Email: craigcrow@hotmail.com
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Aaron Schmitt is the Assistant Director, Guest Services for the MetLife Stadium, the home of the NY Giants and NY Jets. At MetLife Stadium Aaron addresses guest concerns, trains all event staff, and assists in overseeing the operation of the Guest Service Department. Prior to being at MetLife Stadium, Aaron was the Manager of Event Services for the Buffalo Bills. Aaron is a certified Techniques for Effective Alcohol Management (TEAM) Trainer and a graduate of the Disney Institute (Quality Service & People Management).
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