Best Customer Service Ideas from ALSD 2017

Surprise and delight premium seat patrons with exclusive access and amenities, such as tequila tastings, custom jewelry and sunglasses gifts, B2B networking dinners and events, as well as opportunities to practice on the field/court with the players.

  • Customer Service Roundtable at ALSD 2017

On the final day of this year’s ALSD Conference and Tradeshow, all attendees in service roles gathered for one final blowout of best practices sharing. Annually one of the ALSD’s most popular sessions, this customer service roundtable supplied attendees with an opportunity to aggregate their collective best ideas from the week that was in Miami.

The best ideas from League Day. The best ideas from the exhibit hall and keynote speakers. The best ideas from the breakout sessions, venue tours, and unscheduled networking events at the hotel bar. The best ideas from across all leagues, sports, and geographies. All were discussed.

Caroline Phillips, Manager of Premier Service for the Chicago Cubs, and Lindsey Jordan, Senior Manager of Premium Seating Services for the Chicago White Sox, moderated this year’s discussion. The ALSD would like to thank them for their industry leadership.

We also need to thank Kim Cameron, Senior Manager of Suite Services at the Boston Red Sox, who feverishly scribbled notes to record everyone’s top conference takeaways.

Please enjoy our summary below of the best service ideas, starting with pregame events, which was voted as the most important topic this year. Take these ideas to surprise and delight your best customers in 2017.

Top Pregame Events

*Wine and cheese tastings by invitation only for season ticket holders.
*Tequila tastings held in VIP space. Guests receive a recipe card to keep and take to the bar for a full-size beverage.
*Holiday-themed events: Santa Claus visits in December. Trick-or-treating at Halloween on the suite level, where staff is encouraged to dress up in costume.

Gifting Ideas

*Patagonia jackets.
*Wine bottles from local wineries, branded with company and/or team logos.
*Custom jewelry and sunglasses bars.
*Tote bags made from street banners.


*Team road trips for 20 to 40 people (3 to 5 staff members) that include dinners with player access.
*Cruises every two years.
*NBA Summer League trips to Las Vegas.
*Golf vacations to destinations such as Pebble Beach.

Kids’ Activities

*Coloring tables, dry erase boards, face tattoos, and balloon animal stations.
*Gaming consoles set up throughout premium areas.

Concierge Services

*15% off at the Ritz and a personal contact to work with to acknowledge anniversaries/birthdays.
*Access to car services at discounted rates.

Outside Events

*B2B dinner events in the region’s top restaurants.
*Suite holder hockey game with locker room access, name plates, post-game meal, and unlimited guests.
*Luncheons with team presidents, coaches, and general managers. Guests get a behind-the-scenes look at game film and insight into how scouting departments assess talent.
*Golf events with Top Golf pros.
*Team practices, where clients do drills with the players on the court.


Join us next year in Atlanta to uncover ALSD 2018’s best customer service ideas.


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