As the Toledo Mud Hens fan lifted a hot dog for the first bite, it slipped from his hand and splattered onto the concourse. Luckily, he didn't have to get back in line and buy another because a Mud Hens staff member was already there to create a FANatical moment.
FANatical Experiences are moments that leave a lasting impression on a new or returning fan. These moments help build “fans for life” and occur before, during, or after a gameday.
The Hens and Toledo Walleye organizations strive to create FANnatical Experiences every attendee will remember and cherish.
It starts when staff members spark connections through social media, on the radio, or over the phone, encouraging fans to choose the Hens and Walleye.
Once tickets are purchased, a fan might attend the game to cheer on their favorite player, enjoy a business outing, or spend the evening with family. From the moment their ticket is scanned, a Mud Hens or Walleye staff member makes them feel like they belong.
“How can we go above and beyond a fan’s expectations?” Aaron Jones, Mud Hens and Walleye Manager of Fanatical Experience, said. “Replace the expected with the unexpected.”
Some fans might enter the arena or ballpark just to realize they accidentally purchased tickets for the wrong game. Jones said situations like these are where the Hens and Walleye staff transform the negative to positive.
“What do you do in that situation?” Jones said. “We get them tickets to the game for free. You made your trip downtown. You paid for parking. Whether you've been here once, you've been here 100 times, we want you to experience it. Whether the mistake was on the fan's end or on ours, we look at it as an opportunity to make it right when you come into our building.”
Whether a fan is ordering food, exploring the venue, taking photos with the mascots, or simply asking staff for directions, to be “FANatical” means to turn simple moments or mistakes into unforgettable memories.
Jones said staff are trained throughout the Mud Hens and Walleye seasons to ensure every fan has a FANatical Experience.
“Our mantra is ‘Fans Come First,’ we pride ourselves on making sure the fans know they are our first priority when they begin their fan journey through our organization,” Jones said.
The Mud Hens and Walleye staff are always ready to welcome new or returning fans.
“Being set up to make sure the fan gets a seamless experience, sharing the fun, and all of that ties into building fans for life … It gives us a family,” Jones said. “When you come into the building, you feel like you belong. You feel like you're part of the organization.”
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