Sunday, June 18, 2023

fans first, right?


It's the end of a game and people are going home. It's pouring. Like, biblically pouring. That happens in the South: sometimes the sky just opens up and dumps buckets without warning.

Since our first rain delay, we've learned a few things. We line up our staff with umbrellas, and they take turns walking fans to their cars in the parking lot. They always hold the umbrella directly over the fans, getting wet in the process. Then, it's a race back to the gate to pick up another fan. 

Laura, an intern just two weeks in, is approached by an older gentleman, and the amble away. After thirty minutes, I suddenly realize she's still gone and think, Whoa, where is she? Just as I'm about to rally the troops, Laura walks up. 

She's drenched.

Where have you been?" I ask, grateful she's okay (if a little wet). 

"I walked a guy all the way home to his doorstep," Laura says. "He told me he lived right down the road and had walked to the game." As it turned out, "right down the road" translated to a mile down the road. Suffice to say, Laura got her steps in for the day. 

I'm speechless, which is rare for me. Then Laura looks up at me. "Fans first, right?"

Right. Now that's going the extra mile to keep Fans First.



Saturday, June 17, 2023

i believe in discovery


I don't believe in failure. I believe in discovery. The quickest path to innovation is through discovery. The only way to discover is to constantly try new things. The more you try, the more you discover.

In other words, eliminate the word failure from your vocabulary. Failure is negative. It yells at you and tells you never to try again.



Friday, June 16, 2023

free popsicle hotline


Darren Ross is the COO of Magic Castle Hotel in Hollywood. Built in 1957, Magic Castle isn't exactly the modern, amenity-filled experience that modern travelers are used to. As Darren says, "We don't have an elevator. We don't have a bar. We don't have a restaurant. We don't have room service. We don't have a gym. We don't have a spa. There are a lot of things we don't have that are part of our story."

There is one thing they do have: Darren. And he knows that even with all these limitations, he can still find ways to entertain his guests. 

To make Magic Castle a one-of-a-kind experience, Darren drew from his own childhood traveling experiences. He couldn't control what they didn't have, but he could create a happy, nostalgic experience full of 1950s charm.

First, they added a free snack bar filled with every kid's dream: potato chips, pretzels, popcorn, granola bars, and full-size candy bars. Then, they added a free DVDs menu, a free laundry service, a free beverage bar, and a free soft-serve ice-cream machine - where visiting kids get to choose the flavor for the day.

For me, thought, the best part of the Magic Castle experience was the free popsicle hotline. 

This ingenious idea started with poolside service on silver trays a few times a day and grew into a red phone mounted on the wall right by the pool that calls directly to the front desk. If someone picks up that phone, they receive an array of delicious popsicles, stat. Guests take their pictures with them. Kids search for the phone on check-in. As Darren says, "It's playful. It's fun. It's inexpensive for us. It's a conversation piece, and people are talking about it."

This is how scripting can help control the context. With fun waiting around every corner, guests don't focus on the facility. They focus on the value and uniqueness of the experience. 

Also, it saves Magic Castle tons in marketing costs. Darren doesn't need to spend a lot to advertise. His guests do it for him through tons of repeat business and referrals. That's how Magic Castle can keep its occupancy rate in the nineties - something unheard of for a small, independent hotel from another era.

If you want that Magic Castle magic, look at what assets you have, and ask how you can use them to entertain your future fans and create a better experience. It doesn't have to be big - just thoughtful.



Thursday, June 15, 2023

savannah bananas - fans first


Since 2016, the Savannah Bananas - an independent-league baseball team playing out of Savannah, Georgia - have operated by a single mission: Fans First, Entertain Always. Every decision we make, we ask if it's Fans First. If it's not, we don't do it.

The Fans First Way has been the key to the Bananas' success. It's how we've created a one-of-a-kind experience in a well-established industry. 


Sunday, June 4, 2023

important to reward failure


It's... important to reward failure. While incentives and goals matter, the act of considered risk taking itself needs to be rewarded, esp in face of failure. Otherwise people will simply not take risk. 


Laszlo Bock

"Work Rules! Insights From Inside Google That Will Transform How You Live and Lead", 2015, Hatchette Book Group.