Going the extra mile
Bucks aspire for greatness in customer service at new arena
A surly ticket taker or an usher with the wrong attitude can quickly take the shine off of the new Milwaukee Bucks arena.
Instead of tweeting or telling their friends and families about the awesome $524 million building, a disappointed fan can harp on the crummy customer service.
And the Bucks are taking great pains with their new employees to make sure that doesn’t happen.
Teamwork, service and attitude were oft-repeated themes during a training session the Bucks held for about 50 new workers Tuesday night.
“Our approach is to deliver the best hospitality experience that any of our guests have ever had,” said Kieran Nulty, Bucks vice president, arena experience.
The Bucks hired hundreds to work as ticket takers, ushers and security guards. Other companies such as Levy, their food and beverage contractor, have hired their own teams for the arena.
All of the workers are asked to attend the two-hour training session, which was a mixture of fun teambuilding exercises and serious business.
“We’re trying to get everyone on the same page,” Nulty said. “We really want buy-in. We don’t just want compliance.”
He said the Bucks are emphasizing values that it hopes employees bring to work each day.
The word “greatness” came up a lot during the session.
“This is not your average project and not your average building opening,” Nulty said. “People will walk out of here with a strong impression based on the work you do.”
In a short video, Bucks President Peter Feigin urged workers to “go the extra mile” for patrons and “wow them every time they come through our doors.”
Workers need to learn the building inside and out so they can do their jobs and direct patrons to their seats and, of course, the nearest restroom.
It’s also important in the event of emergencies, the workers were reminded.
The biggest emphasis on Tuesday, however, was on creating a friendly, welcoming atmosphere.
Workers were reminded of the array of events that the arena will host, from NBA games to Disney on Ice, rodeos and concerts featuring groups such as Metallica.
“Everything you do for a guest in your home, we’re doing for people here at the Fiserv Forum,”
In a short video, Bucks President Peter Feigin urged workers to “go the extra mile” for patrons and “wow them every time they come through our doors.”
Nulty said.
“We need to thank them,” said Zach Bartlett, one of the presenters at the training session. “If it wasn’t for them, we wouldn’t have our jobs.”
Built with $250 million in public money, the grand opening for Fiserv Forum is Aug. 26.
The first big event is a Sept. 4 concert featuring The Killers and the Violent Femmes.