GameDay Insight

What We Do

Our methodology is to train front-line staff members in the art of delivering high-quality, repeatable, problem-solving service to each guest, while always looking for opportunities to exceed their expectations.  We help you enhance the experience of your fans and employees through two related activities:

1) We develop and deliver a customized guest service training curriculum that improves performance through increased employee morale and empowerment.  Graduates of the training program attain GameDay Certified (TM) status, the industry standard for excellence in guest service preparation.

2) Through GameDay Insight we observe, monitor, test and analyze staff-guest interactions and operation efficiencies at your venue through a Fan Experience Assessment™

Our Reach

We work with the premier teams and institutions in the following leagues and athletic conferences:

Client Group 6
Client Group 2
Client Group 3
Client Group 5
Client Group 6
client group 8
Client Group 7

Our Focus – Your Guests

G

GameDay Certified™ is the industry standard for guest relations training

U

Understanding your specific needs in creating informative, up-to-date, engaging, and memorable guest relations training

E

Experienced professionals creating customized on-line and in-person training modules

S

Strategic analysis of the guest experience through a Fan Experience Assessment™

T

Ten years of delivering high-quality, timely, actionable results to top North American sport organizations

The GameDay Approach

Guest Service Training

Our methodology is to train front-line staff members in the art of delivering high-quality, repeatable, problem-solving service to each guest, while always looking for opportunities to exceed their expectations. We help you enhance the experience of your fans and employees through two related activities:

We develop and deliver a customized guest service training curriculum that improves performance through increased employee morale and empowerment. Graduates of the training program attain GameDay Certified (TM) status, the industry standard for excellence in guest
service preparation.

  • We combine proven customer service standards from the sport industry to your specific sport organization or venue needs
  • Specialized training available for supervisors, managers, third party vendors or contractors
  • Fun, upbeat, and interactive sessions
  • Video-enhanced learning
  • Role playing activities
  • Prezi and other enhanced presentation tools
  • Potential for online delivery
  • Small-group breakout sessions
  • Ticket takers
  • Ushers
  • Parking attendants
  • Security personnel
  • Food & beverage staff
  • Custodians
  • Other game-day staff

Fan Experience Assessment™

Through GameDay Insight we observe, monitor, test and analyze staff-guest interactions and operation efficiencies at your venue through a Fan Experience Assessment™.
  • Assessment conducted by trained and experienced professionals
  • Assessment includes standard measurements as well as client-provided requests
  • Results delivered within 3-5 days with numerous photos, clear descriptions, and meaningful, actionable  recommendations

Who We’ve Helped

2015

Season-Long Fan Experience Assessments™

2015

Football, Basketball and Hockey Fan Experience Assessments™

2015

Football Fan Experience Assessments™

2007-2015

Guest Service Training & Football/Basketball Fan Experience Assessments™

2014

Football Fan Experience Assessments™

2014

Football Fan Experience Assessments™

2014

Fan Experience Assessments™

2011-2013

Developed and delivered a comprehensive guest experience training program

2013

Fan Experience Assessments™

2009-2012

Football Fan Experience Assessments™ & Guest Service Training

2012-2013

Guest Service Training

2012

Guest Service Training – Premium Staff

2010

Fan Experience Assessments™ – Stadium Parking & Traffic

2008-2010

Guest Service Training

2010

Guest Service Training and Train-the-Trainer Program

2010-2013

Guest Service Training

2010

Guest Service Training

2006-2009

Guest Service Training & Fan Experience Assessments™

2008

Guest Service Training

2008

Guest Service Training

2005-2007

Guest Service Training & Fan Experience Assessments™

2006

Guest Service Training

2005

Fan Experience Assessment™
We were lucky to have partnered with Brian Crow and GameDay Insight who developed an innovative new guest experience training program for BC Place. Brian recognized that we would need to tailor the training to meet the needs of the diverse group of employees at the stadium. To accomplish that Brian met with internal and external teams holding focus groups to develop a needs assessment. Over 800 BC Place, client and partner employees participated in our Game Ready program and it has become a permanent element to our employee onboarding and training.

Feedback from staff ranged from “appreciate the professional and amazing presentation” and “Very well done, Brian is an excellent presenter”.Because of the success of the training we have also engaged GameDay to develop leadership training for our management team that builds on the core principals of the Game Ready Training program. Brian and his team brought a wealth of experience and strong facilitative style into the training creating a fun yet effective program that engaged attendees. Brian and the GameDay Insight Team are true professionals and a terrific partner to work with.

Kathy deLisser, Former Assistant General Manager for Guest Experience, BC Place
We hired Brian Crow and GameDay Insight to conduct our annual training program for our game day employees. The training program was designed to educate our multiple-disciplined staff on our expectations of them as an employee, updated and revised stadium policies and procedures, as well as how to impart our customer service philosophies and principles into their duties.

Within six days, we trained almost 500 staff members ranging from ticket takers, ushers, guest service ambassadors, security, and supervisors. The participants in the training program responded very well to the presentations by Dr. Crow and his staff. It was apparent that the GameDay Insight team spent many hours researching and absorbing our policies and were able to effectively convey everything we asked of them during the training modules.

When it comes to our staff training, there’s no doubt GameDay Insight will help us exceed our fans expectations. I would highly recommend them to any organization that aims to amplify and develop their focus on important customer related or other organizational issues.

Chris Voigt, Former Director of Operations and Event Services, Buffalo Bills
GameDay Insight did a terrific job with our suite attendants as they emphasized the importance of customer service and professionalism. All of our attendants are college students and many of them commented to me how much they enjoyed the training as they stayed tuned in and it was very beneficial to them. I noticed a difference in the first game as they were more in tune with customer service throughout the game.
Jessica Summers, Former Director of Special Events and Suite Operations, Oklahoma University
GameDay Insight, our external source, performed a “Secret Shopper” review during the November 1 Homecoming football game. This review focused specifically on operational and staffing issues, including: stadium access, credentialing, gate operations and parking logistics. The resulting report provided us insight to help improve fan egress in both the stadium and parking areas. The findings illustrated the need for better training and education for our gameday staff.
Jeff Bourne, Director of Athletics, James Madison University Athletics
Dr. Crow’s background and expertise in the field provided an accurate and detailed training program for our stadium team members.
John Cline, Senior Manager of Event and Guest Services, Baltimore Ravens
GameDay Insight has been a key partner in the University of Kentucky’s efforts to elevate our level of customer service and enhance the game day experience. Brian and his staff have a keen ability to reach the entire spectrum of employees and facilitate a more efficient, effective and desirable game day operation. Presentations, services and concepts are relevant, diverse and easily absorbed by the part-time employee and full-time athletics department staff member. We are a better operation as a result of our relationship with GameDay Insight.
Kevin Saal, Assistant Athletic Director, University of Kentucky
We hire Gameday Insight annually for various services. They are thorough and complete with every service, and they work in advance with us to determine our needs and concerns, then base their services from there. Brian and staff are always professional and knowledgeable. The WVU Department of Intercollegiate Athletics uses Gameday for event staff training as well as secret shops. Since our event staff is a contracted service and not ‘in-house,’ Gameday Insight serves as that third party training group who captivates our staff during training sessions.

The secret shops have been essential in annual evaluation of our game day operations from top to bottom. They work with our staff to hit ‘problem areas’ to often confirm our weaknesses but also affirm all the things we’re doing right. Brian’s in-depth follow up report is tech friendly and comprehensive. He’s always available to debrief and answer any follow-up questions as well.

Overall, Gameday Insight allows you to completely assess all aspects of your current operation.

April Messerly, West Virginia University

GameDay Team

Dr. Brian Crow
Dr. Brian CrowFounder & CEO
Brian is responsible for development and delivery of the customized guest experience training curriculum and conducting Fan Experience Audits(TM).

Crow is an active member and sponsor of several sport industry associations, including Collegiate Event and Facility Managers Association (CEFMA), Stadium Managers Association (SMA), the Association of Luxury Suite Directors (ALSD), and International Association of Venue Managers (IAVM).

Dr. Crow is a Professor in the Department of Sport Management at Slippery Rock University and the former President of the North American Society for Sport Management.

Dr. Craig Crow
Dr. Craig CrowContributor
Craig assists with Guest Service Training and Fan Experience Assessments™.
Kristopher Nolt
Kristopher NoltContributor
Kris is responsible for maintaining the GameDay website and assists with other marketing and communications tasks.

GameDay Connection

Contact Us

724.734.1564
brian@gamedayinsight.com
1903 American Way, Hermitage, PA 16148