As Minor League Baseball owners, PSC has an obsessive desire to take care of the guest. We know that if a fan has a bad food experience at your ballpark, they don't blame your foodservice provider, they blame your organization.
That’s why PSC puts such a significant emphasis on taking care of the guest by going above and beyond what each fan expects when they go to a game. Specifically, PSC has developed two groundbreaking, proprietary guest service initiatives that deliver more than just our word. First, our guest service program First Impression provides extensive training and operational evaluation to ensure each venue is providing the highest fan experience. Additionally, PSC developed Fan Food Feedback, which is designed to gather on-site fan reaction to all aspects of the food service operation, and allows us to evaluate each venue against the rest of PSC’s partners. These programs have been developed from over two decades of understanding what your fans want when they come to a game, and how to best prepare every staff member to deliver it.
First Impression is PSC’s guest service program designed to train and certify every employee before they ever interact with a fan. Each employee goes through comprehensive process of learning their job so that their focus is not only on the tasks of their position, but also on delivering ‘positively outrageous service’ in every individual interaction. PSC believes that empowering employees to accomodate any fan request is the best way to create ‘WOW’ moments that fans rely on when deciding whether to return. Each employee is specifically trained to make decisions based on the question, ‘Is this best for the guest?’
In addition to this uniform training program, PSC works in conjunction with each partner to develop venue specific quantitative and qualitative evaluations. This process is year-round ensuring each ballpark is operating at the highest level.
Fan Food Feedback
Fan Food Feedback is PSC’s groundbreaking initiative to quantify fans’ response to all areas of the food and beverage experience. This initiative was developed through years of surveying experience with the help of an industry leading research company. The program is conducted during games, allowing fans to know their opinion is important, and provide our staff more opportunities to create ‘WOW’ moments. Each PSC partner receives snapshots of their standing throughout the year as well as comprehensive action plans during each annual business review.
Uniform execution produces benchmarking across all venues allowing PSC to pinpoint areas of improvement at each venue. In addition, through Fan Food Feedback, PSC understands what is successful, and can implement best practices proactively across all of our venues. Fan Food Feedback utilizes industry leading data collection software to increase efficiency on the concourse during the survey process and cut down time tabulating data.