Major League Baseball took seriously all aspects of the games played in the cornfield. Consequently, the Field of Dreams information booths were staffed by the heads of guest services — from the San Francisco Giants and Atlanta Braves. These powerful ladies were flown to Iowa for a week to ensure that MLB processes were followed for how this area was run.
For example, lost and found items were placed in a bag, sealed (like those evidence bags you see on television crime shows), and details of where the item was found were recorded. Each item was then cataloged on a form using a QR code and details were noted when the item was claimed. It was an impressive system.
And then there was the ring. Each of the ladies has their own World Series ring, but Kelli wore hers because it was a special occasion and she knows “people like to see it.” It is a monstrosity, especially on a woman! Kelli generously allowed us to try it on, take photos, and handle the diamond-clad Tiffany masterpiece as she explained the meaning of every single element on the ring. It was a treat!
Four takeaways from my guest services encounter:
- Every aspect of your operation matters. It would have been easy to allow local staff to run the information booths, but MLB wanted to bring major league quality to the entire experience and invested in doing so. The presence of MLB staff made guest services better.
- Systems are important, even for lost and found. There is an acceptable way to do things and a professional way. Strive for excellence, even behind the scenes.
- The World Series ring that Kelli has is the exact same ring (except for her name, of course) that the players themselves have. All the roles in the organization are important and warrant the same attention and recognition for those who perform them. Remember that you can be a champion off the field, too.
- Kelli knew that seeing the ring would be a treat for others so she wore it more to share than to be uncomfortable all day by wearing it herself. Most of us have something that is routine for ourselves but means something to others (petting a dog, seeing the big boss’ house, touring non-public spaces like an under-construction building). Be generous in giving people a glimpse of something that costs you nothing but is special for them.
