March 22, 2013
CEO Newsletter
Over the past few years we have seen our competitors take many different angles against us and the stronger we get the more desperate their actions become. I have repeatedly said the best way to protect ourselves from unfriendly attacks is by delivering unprecedented service to our clients on a daily basis. In short, deliver the Centerplate Way!
Initially our competitors questioned our financial strength. When that was proven to be inaccurate, they challenged how long Kohlberg would hold the company. When that had little impact the rumors started about how long I would stay with the business. Then the least professional of our competitors began taking illegal steps to try and steal away our business.
Now, after effectively defending against these threats, we have been attacked on our performance record. I say bring it on because we have the best record in the business. We have the highest quality scores, the highest service scores, the highest recommended for business scores and the highest employee satisfaction scores. Lucas Oil Stadium was recently voted the best NFL experience; the University of Notre Dame was voted best college arena and the University of Alabama best in college football. We partner with 11 of the top 20 convention centers in North America each with a strong operational track record. We have had the honor of executing 30 Presidential Inaugural Balls. Our record stands tall in comparison to our competitors.
This most recent attack gives me the most pleasure to correct and we will do just that. However, I came across the following quote that sums up our mindset in dealing with these threats, “Set out to correct the world’s wrongs and you almost always end up adding to them.” We are not on a path to clear the wrongs of the industry. We are simply going to state the facts and let them speak loudly on our behalf.
E3 moments of the week …
We received a letter from our client at the University of Notre Dame who stated, “Your organization plays a vital and strategic role in the fan experience at not only football games, but also at the many athletic and non-athletic events on our campus every year. Please know that I value our relationship with your organization, and specifically your talented employees who work so closely with us on a daily basis.” The challenge is for every venue to get this type of feedback. Great job by Ryan Cummings and our team at Notre Dame!
Two of our chefs received wonderful client recognition! Chef Jeff Leidy received the “Flame of Friendship” award from the San Diego Convention Center at the recent Chef to Chef Dinner held for the Board and senior staff for the transition upon his retirement. This award had previously only been given to retiring Board Chairs of the convention center so indeed was a great honor. Chef James Katurakes at the Orange County Convention Center was awarded “Ambassador of the Month” by the International Drive Chamber for being instrumental in the convention center’s success over the last 18 years. Congratulations to Chef Jeff and Chef K!
Two Centerplate employees Stepped Beyond for our guests. At the Javits Convention Center Ingrid Rodriguez found an IPad 2 and with the assistance of the Public Safety Department was able to locate the owner and return it. During a game at the Peoria Sports Complex, David Heppler, concession supervisor, came to the aid of guest having a heart attack and together with another guest administered CPR until the arrival of the paramedics. Happily the man is recovering. Kudos to Ingrid and David on their exceptional customer service!
The recent United States Olympic Committee event at the NCAA Headquarters was a great success. Our client was thrilled that we were able to add a special touch – an Olympic torch from Vancouver. Pat Cummings reached out to Andrew Pollard who was able to borrow the torch and have it packed and shipped just in time for the event. Kudos to Lynn Iwakawa and Andrew Pollard in Vancouver, Pat Cummings, Jim Cunningham, Steve Dill, Chef Travis Ellis, Christine Harding, Lyn Mayer, Tammy Ncube, Anthony Patterson, Lyna Williams and Tony Wood at NCAA Headquarters!
Make certain that you deliver Results and not Rhetoric to your client. Celebrate and thank every team member you see helping deliver on our brand promise. Create the locally relevant one of a kind experience for each and every guest. These are the facts on which we stand tall – let’s keep it so!
Onwards!
Bob Hough March 26, 2013 at 3:46 pm
Very nice menu selections. Its nice to be able to put out non traditional fare for our fans.