I want to begin by thanking our Season Ticket Members for your support and commitment. It cannot be said enough: we would not find ourselves in a position to compete & evolve without your belief in our club and please know that we are extremely honored to serve you.
As we continue to evolve, it’s important to share a glimpse into a strategic shift we are making in the group that has been directly responsible for fulfilling your Season Ticket Membership: the Client Service Department. The Client Service Department launched five years ago to help foster a culture of dedicated service, and we are hopeful that our Client Service Department has succeeded in matching the trust you have placed with our club. With a Season Ticket Membership base that has grown significantly since Precourt Sports Ventures acquired the club, including growth of over 1,500 seats from 2015 to 2016, the significance of our Client Service Department has never been greater. And while I’m confident that our Client Services Department has helped facilitate countless positive memories, I’m guessing that some of our Season Ticket Members may have experienced a transition from one Client Service representative to another that contributed to an inadvertent gap in communication. A few of you have probably experienced the departure of a representative and it felt like one of your closest friends was moving out of town.
We recognize that Client Service rep transition could potentially have a disruptive impact and therefore it’s our responsibility to adapt and provide you with a meaningful service model that exceeds expectations and instills confidence. We also want to directly communicate the reality that rep transition is a natural evolution within a service-driven business – especially if our staff is successful.
In some cases, your Client Service rep was promoted into another other internal job. In some cases, they were recruited by another sports franchise given our reputation as a talent developer. And in some cases they may have even proactively been recruited by a business that was one of their members. But in nearly all cases a great career opportunity was presented to your rep as a result of serving you well over a period of time.
It’s practically impossible for me to a) accept inadvertent gaps in communication and b) discontinue promoting career advancement opportunities. That’s why we want to take action. We know you deserve reliability, availability, and ultimately a strong relationship with the club you have chosen to support. So in an effort to improve your membership experience we are going to restructure the Client Service Department, which shall now be known as the Membership Team. You will be paired with a dedicated Membership Specialist that falls within a larger team that expands your coverage. So when called upon, a larger team will be ready to support you beyond your Membership Specialist.
What does this actually mean in a practical sense?
- It means that you will be paired with a Membership Specialist. They’ll be available by phone, email, in-person and they are here to serve you.
- It means that if/when your specialist is unavailable, there will be a team behind your specialist that will lean-in and help. You will know the names of the other Membership Team colleagues and you will have phone numbers and emails. I’d love if you could meet them.
- It means that when the time comes for your specialist to move into a new role as a result of serving you well … you will have greater continuity with the surrounding team.
- It means that our standard of accountability is increasing because we know you deserve greater attention.
I look forward to our Membership Team connecting with you as we rollout this updated platform. On behalf of the club: thank you for your support.
Andy Loughnane
President of Business Operations
