The Toronto Blue Jays have some staff assigned to what they call guest experience. I don’t know what their job entails in its entirety, though I can probably guess. What I didn’t expect is just how much attention the guest experience staff give you when you’re engaged with them.
I had my first interaction with them two and a half years ago (read more about that here). A few months later, I took my two daughters and aunt to see a Jays game at the Rogers Centre where the guest experience folks took us on a behind-the-scenes tour (read more about that here).
A third interaction with the guest experience folks took place this past week and it reinforces the attention they give to relationships with fans/guests, even over digital channels.
I sent an email to my two guest experience contacts to invite them to the Toronto launch of TOUCH: Five Factors to Growing and Leading a Human Organization, the book I co-authored with Tod Maffin. The response I received was more thoughtful and more detailed than many of the responses I received from friends and professional colleagues. It included a hearty congratulations along with reaction to and reflection on the subject of the book. Their regrets due to schedule conflicts included a note that they look forward to reading the book and a “thank you for reaching out and inviting us.”
The effort given to their response reflects very well on the organizational culture and the people who work within it. They know how to make digital eye contact.