Sam Parr

So this story was very inspiring to me.

So he goes...

okay, the CEO, the founder has some vision of how we want to deliver this magical, wonderful, A++ customer experience.

But how do you get... If your experience is in the hands of some new guy who joined nine months ago and is getting paid a modest salary and they've never worked in an environment like this, how do you get them to care the way you care?

It's very, very hard, right?

I think this is like...

The biggest challenge.

I once met the founder of Chipotle and he said, oh, you're going into food service?

Anybody in food service can make a billion dollars if you can figure out how to get a minimum wage employee to treat the customer as if it's their guest.

And, you know, so that's like the mindset.

Okay, so how do you do it?

So he goes, you got to show them, not tell them.

He goes, so we have this value called, you know, you always plus the experience, meaning like whatever the experience was, we plus it the next time.

So he goes, this year, our players were coming to like first day of minicamp.

So before the season even starts.

So they got all their players and he goes, you know, he was thinking about it with his team.

He goes, you know, we want them to put on a show for people.

We want them to know how special it feels to go to something.

We want them to make the fans feel special.

but we never make them feel special.