In 2010 BC Place closed to undergo an extensive $563 million renovation that brought new life and a new focus into the 28 year old stadium. Critical to the success for the stadium’s renovation and extended life was to create a new culture and focus on guest experience.
We were lucky to have partnered with Brian Crow and GameDay Consulting who developed an innovative new guest experience training program for BC Place. Brian recognized that we would need to tailor the training to meet the needs of the diverse group of employees at the stadium. To accomplish that Brian met with internal and external teams holding focus groups to develop a needs assessment. Over 800 BC Place, client and partner employees participated in our Game Ready program and it has become a permanent element to our employee onboarding and training.
Feedback from staff ranged from “appreciate the professional and amazing presentation” and “Very well done, Brian is an excellent presenter”.Because of the success of the training we have also engaged GameDay to develop leadership training for our management team that builds on the core principals of the Game Ready Training program. Brian and his team brought a wealth of experience and strong facilitative style into the training creating a fun yet effective program that engaged attendees. Brian and the GameDay Consulting Team are true professionals and a terrific partner to work with.
Assistant General Manager, Guest Experience
We hired Brian Crow and GameDay Consulting to conduct our annual training program for our game day employees. The training program was designed to educate our multiple-disciplined staff on our expectations of them as an employee, updated and revised stadium policies and procedures, as well as how to impart our customer service philosophies and principles into their duties.
Within six days, we trained almost 500 staff members ranging from ticket takers, ushers, guest service ambassadors, security, and supervisors. The participants in the training program responded very well to the presentations by Dr. Crow and his staff. It was apparent that the GameDay Consulting team spent many hours researching and absorbing our policies and were able to effectively convey everything we asked of them during the training modules.
When it comes to our staff training, there's no doubt GameDay Consulting will help us exceed our fans expectations. I would highly recommend GameDay Consulting to any organization that aims to amplify and develop their focus on important customer related or other organizational issues.
Director of Operations and Event Services
GameDay Consulting did a terrific job with our suite attendants as they emphasized the importance of customer service and professionalism. All of our attendants are college students and many of them commented to me how much they enjoyed the training as they stayed tuned in and it was very beneficial to them. I noticed a difference in the first game as they were more in tune with customer service throughout the game.
Director of Special Events and Suite Operations
University of Oklahoma Athletics
180 W. Brooks, Suite 3575
Norman, OK 73019
Brian has presented at the annual Association of Luxury Suite Directors Conference several times, most recently in 2011 in Los Angeles. Presenting alongside an ALSD Board Member, Brian detailed game-day training strategies that served to educate our suite directors on how to educate employees on topics like brand perception, consistency, motivation, and self-evaluation. This session earned over an 8 rating on a 10 point scale, a very high mark. Brian's breadth of knowledge and educational approach encourage the ALSD to invite him back to present at our conferences repeatedly.
Amanda Verhoff, Executive Director
Association of Luxury Suite Directors
10017 McKelvey Road
Cincinnati, OH 45231
Office: 513-674-0555 ext. 104
Guest Services in sports and entertainment is vastly different from hospitality. Dr. Crow's background and expertise in the field provides a more accurate and detailed training program for our stadium team members.
Manager, Event and Guest Services
GameDay Consulting has been a key partner in the University of Kentucky's efforts to elevate our level of customer service and enhance the game day experience for all in attendance at Commonwealth Stadium on game day. Brian and his staff have a keen ability to reach the entire spectrum of employees, to facilitate a more efficient, effective and desirable game day operation. Presentations, services and concepts are relevant, diverse and easily absorbed by the part-time employee or full-time athletics department staff member. We are a better operation as a result of our relationship with GameDay Consulting.
Assistant AD – Event Operations & Championships
University of Kentucky Athletics Department
Commonwealth Stadium | Lexington, KY 40506-0222
Phone: 859-257-2788 | Fax: 859-323-4754 firstname.lastname@example.org