New Hampshire Fisher Cats

David CummingsRSM 392

Dr. Colleen McGloneSummer 2013

August 1

Introductory StatementThe New Hampshire Fisher Cats

are a AA Baseball team in the Eastern League

Affiliate of the Toronto Blue JaysProvide entertainment on and off

the field

HistoryCame to Manchester, NH –

October 2003First season played at Gill

Stadium on the East Side of Manchester

Won the 2004 Eastern League Championship

History ContinuedMoved to Merchantsauto.com

Stadium, in 2005, along the banks of the Merrimack River in Manchester.

Celebrated their 5-year anniversary in 2008, along with the 2008 Northeast Delta Dental Eastern League All-Star Game.

In 2008 the ballpark added the Ted Williams Hitters Hall of Fame.

History ContinuedAlso added the Samuel Adams

Bar and Grill in 2008Best Sporting Event to Bring a

Client to –Won 3 times (08, 09,10)

Recognized 2 times as the Most Vegetarian Friendly ballpark in all of Minor League Baseball by People for the Ethical Treatment of Animals (PETA)

History ContinuedOn January 31, 2011 the Fisher

Cats announced a partnership with North East Delta Dental.

Partnership included naming rights to the stadium to become Northeast Delta Dental Stadium.

DevelopmentManchester was an up and

coming sports city about 10-11 years ago.

Fisher Cats moved to Manchester 10 years ago to capitalize on the opportunity.

MissionTo provide our guest with

unparalleled services by a highly motivated and dedicated staff working in a safe and fun place where families and guests can expect a clean facility, a lot of fun and the happiness that grows from creating the memories of a lifetime.

VisionTo provide a place where

individuals, families and the community of people from our region can come to experience the enjoyment of our National Pastime, Minor League Affiliated Baseball, in a safe and friendly environment of entertainment and family values.

PhilosophyThe customer service approach is

used by the Fisher Cats.The customer is always right.Making a profit is important as

long as the customers are happy and want to return.

Creating Superior ValueCore Strengths: Set your

organization apart.Informal conversations with fansGuest LettersGuest Service Center

questionnairesOnline QuestionnairesPrice/value surveys

ServicesAA Affiliate Baseball of the

Toronto Blue Jays.Offer Baseball Camps with Fisher

Cat players.During games: Kids area with

slide, bounce house, and T-Ball.Community mascot appearances.

Services ContinuedThey play 140 games in 148 days

during the seasonPlay in Manchester, New

Hampshire at Northeast Delta Dental Stadium.

MarketingThe NH Fisher Cats use Facebook,

Twitter, and flyers/brochures.Online AdvertisementsPocket Schedules

ClienteleGeneral PublicBaseball FansWheelchair accessible rows on

the concourse.Relatively inexpensive to come to

a game.Ticket prices range from $6-$12.

FundingTicket SalesPartnerships and sponsorshipsDonationsMerchandise

Major ExpendituresAdvertisingPromotionsMaintenance

◦Stadium◦Water, Heat, AC, Electricity

Problem AreasThe only big concern is trying to

find new ways to bring people to the ballpark

Its not as exciting as it was when they first came into town.

Only one entrance and exit in and out of the stadium. Trying to keep fans safe is top priority.

Addressing issuesThe Fisher Cats use the interns to

come up with new ideas all the time

One of my ideas was used(Corn Hole on the concourse)

Main responsibilities are keeping fans safe as they exit. Keeping them on the sidewalks and directing traffic.

ResponsibilitiesI work in every department in the

front office.Every office day, interns are

assigned a department to work in.

Ticket OfficeSell individual tickets using Ticket

Return.Put together Pocket Schedule

boxes for Street TeamMail out Reading Challenge and

Oral Health Challenge tickets.

Ticket Sales(Group Sales)Cold call individual families to let

them know about upcoming home-stands

Deliver tickets to companies and/or group leaders.

Return equipment that was used for group meetings

Community Relations/PromotionsPut together promotions for in

game activities (Baseball Bingo, Left/Center/Right)

Add Fisher Cat games/events to calendars of partnering organizations.

Be a mascot for community event.

Stadium OperationsGo through stadium and make

sure everything is in working manner

Move supplies to new locations so they are not in the way.

Help grounds crew with maintenance and upkeep of the field and outfield wall.

Street TeamGoing around to businesses to

distribute pocket schedules.Try and bring in leads for

partnerships and/or sponsorships.

Front DeskBe the secretary for the office.Answer the phone and redirect

calls to appropriate department.

My SituationI took over for a game day staff

member at the right field gate. This is also the entrance to the smoking section of the stadium.

The game day staff member told a fan that she could leave and come back because she had to go get money for beer.

Situation ContinuedThe fan returned and I let her in

but unfortunately for her the game was already passed the middle of the 7th inning which is when beer and alcohol is stopped being served.

So I had never talked to her before or seen her besides letting her back into the ballpark.

Situation ContinuedOn the night of this interaction

there were fireworks after the game. This means that the right field gate must remained closed for the safety of the fans.

She tried to exit out the gate and I would not let her. I told her she would have to go to the suite/media gate which is located behind home plate down the staircase.

Situation ContinuedShe then decided to yell at me

because it was my fault that the food company stops serving alcohol in the middle of the 7th inning.

She was also yelling at me because I would not let her out of the gate and was making her “walk all the way around to the main entrance in left field” which I was not.

Situation ContinuedAt this point she was trying to get

me to hit her so she could get me into trouble.

I pointed her in the direction of a Full-time management member, DJ White.

DJ is the Director of Stadium Operations at the ballpark. He plays devils advocate during the game when it comes to fans questioning the staff.

Situation ContinuedDJ came back over to me and

asked me about the situation and I told him what happened.

He told me good job because I had done the right thing in handling the situation to the best of my ability.

ObservationA few weeks ago a fan spilled

beer all over a section. I was ushering the section and let a staff member know about the situation.

He went on to call for one of our trash guys to come mop it up.

At this point the fans around the area were getting annoyed because it was taking a long time to clean up the spill.

Observation ContinuedI would have handled this

situation differently if I knew where the mop was.

Instead of calling for one of the trash guys to come clean up the spill I would have went and got the mop and wiped it right up.

Observation ContinuedI would have handled the

situation this way because the fans would have been happier and could go back to enjoying the game quicker.

3 Significant Things I Learned1. Work hard at something even if

it is not what you want to do. 2. Do not be afraid to speak up

about your ideas.3. Working in minor league

baseball means you work more for an entertainment company than a baseball team.

Future OpportunitiesTake any and every opportunity

that you can to get experience because you never know how it could help you.

Network with everyone you meet along the way.

Job responsibilities will increase as you show that you are capable of being able to handle it.

Opportunities ContinuedRemember that this is not a “job”

it is an internship.Being paid for your work is not

always the most important thing. It is nice to be rewarded but working for experience is a great way to break into an industry.

ExpensesHousingTransportationMeals

HousingI lived at home while doing my

internship.Most of the interns lived at their

school if they were not from the area.

TransportationGas is expensive and depending

on your commute you could spend more or less.

Also maintenance on your car can be expensive.

MealsMy internship location provided

the staff with one meal a day on game days only.

Plan on going out to lunch on some days with the office.

Going out after work.

Clothing RequirementsBusiness casualCollared shirt and khaki shorts or

pantsWhite socks and white shoesNo facial hair

Helpful InformationShow up on time.Do not complain.Be a team worker.Listen to your coworkers and

supervisor and/or boss.