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Providing Insight for the World’s Greatest Properties

The 8 Ways to Optimize Guest Services on Game Day

August 08, 2017

Providing first-rate guest services is paramount.

We know it’s one of the top goals on your list.

We also know it is the top goal on your boss’s list.

The fan experience is essential to everyone’s livelihood.

You certainly can’t guarantee a win, perfect weather, or prevent car trouble on the way.

But you can and must deliver the highest level of service.

Face it.

You’re in the business of creating memories as much as your star players.

Preparing for and delivering to your guests a safe, clean and friendly environment is fundamental to the fan experience and that’s the stuff that leaves guests wanting to return to your stadium for more events.

With your well-trained and dedicated team members, you can ‘make things happen’ at every point of contact with your guests.

For every location, every person on your team can affect a fan’s experience, positively or negatively.

Every impression, every interaction, they all count.

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How to Build an Incident Management Infrastructure for Useful Analytics

June 13, 2017

This is the year you've committed to change.

You’re going to fight hard against the forces of the status quo. You’ve embraced becoming a data-driven leader.

We like to hear that.

Empowering your staff with the ability to communicate effectively will give you the information to fully understand your operation.

It’s the only way to manage because now you’ll know what you’re managing!

You get it. You want it.

You need it!

Any other day we’d tell you why it’s so important to institute best practices and then give you the how.

But today, we’re going to show you how to put your incident management infrastructure in place first.

Then, we’ll show you all the reasons why your new foundation will give you Proactive Operations, on so many levels.

Are you ready? Let’s get started.

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Text Communication: How to Ensure All Bad Deeds Are Seen & Reported

June 01, 2017

“The war in Syria is a conflict of the social media age. Everyone — the rebels, the government, ordinary citizens, everyone — has a cellphone,” according to Joe Palca’s recent NPR article entitled “Activists Build Human Rights Abuse Cases With Help From Cellphone Videos.”

“And that means almost no bad deed goes unrecorded by someone,” Palca continues.

According to the article, “A Syrian-born human rights lawyer in Washington, D.C., is collecting those videos, hoping someday they will be used to build criminal cases against the perpetrators of the violence.”

“But he also faces a major problem: The volume of videos is staggering,” writes Palca.

"We have 600,000 videos, and we're in the process of downloading almost 2,000 videos a day," says Mohammad Al Abdallah, executive director of the Syria Justice and Accountability Centre, a nonprofit supported by the State Department and a handful of European governments, in Palca’s NPR article.

This article caught our interest immediately. Why?

The power of text communication comes to mind.

Technology is evolving, and the benefits of a texting system can be profound for your property’s operation.

We get it; the obstacles for Abdallah are greater since he is challenged with reviewing hundreds of thousands of videos.

But, the key takeaway here is the opportunity technology such as this offers.

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How to Be Your Country's Least Favorite Property

April 27, 2017

“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”

According to Vasel’s article, “For the third year in a row, the ultra-low cost carrier had the lowest score in the travel report from the American Customer Satisfaction Index (ACSI). Spirit scored a 61 on a 100-point scale.”

If you’ve flown with Spirit prior to reading today’s article, you’re probably not surprised.

“Spirit is known for its "bare fares" – cheap tickets that are stripped of any additional amenities. That means passengers will pay for things like printing a boarding pass at the airport or beverages during a flight,” writes Vasel.

From our experience, customer satisfaction goes beyond overcoming nickel and diming your customers.

It involves a complete experience. Agree?

But, according to Vasel, “Spirit said it's made substantial strides in the past year.”

"Spirit's committed to improve its operations and customer service,’ a company spokesman told CNNMoney. ‘Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64% reduction in complaints year over year," says Vasel.

Now, that’s better news, right?

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No Signage Is Wasting Your Text Communication

January 17, 2017

You’re hyped.

“Today’s event is going rock,” you tell your team.

You’ve got sponsorship dollars coming in by the droves. This makes the executive team jubilant.

Your boss’s bosses are happy, which means your department got extra money for this budget cycle.

Being proactive, you already had the money earmarked and spent as soon it was available.

Prior to today, you had only become aware of a ton of incidents after they happened. So, you went out and got a text communication system.

You’re all trained and setup, and ready to get a handle on incidents while they’re happening. Good for you!

Everyone is anticipating the increased efficiency. “Once those gates open, get ready for an uptick in activity,” you remark for the final statement of your team meeting.

It’s 9 AM. Gates open.

The usual incidents come through the radio. But, you’re not noticing any increase in reporting.

Read more →

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