Texas Christian University in Fort Worth brought in Disney Institute to train staff in order to enhance the fan experience. Jeremiah Donati of TCU and David Millay from Disney Institute shared a few simple tips to increase the level of customer service.
“Rather than starting up at Mt. Everest and trying to do everything at once, focus on a few little things you can do right away.” — Donati
“First and foremost you have your high effort, low impact; you want to stay away from those. High impact, low effort — those are some of those quick victories that we’re looking for.” — Millay
“We focus a lot on a common purpose, which is different from a mission or vision statement in that it’s meant to be internal only.” — Millay
“Our common purpose, ‘Horned frogs pride. I am the face of TCU Athletics,’ has allowed front line staff to really take ownership at TCU.” — Donati
“We brought in third party vendors to get them involved and strengthen that bond, looking at how we communicate with each other and how we hold each other accountable.” — Donati
“We wanted to look at how we can enable third party vendors to break down walls and build that team up.” — Millay
“When you think about the fan experience, it’s great when you’re winning. When you’re 12-1, the beer — or soda — tastes colder, the hot dogs are warmer, and the seats feel cushier.” — Millay