Tropicana Field is totally cashless, so people have to utilize apps at the Tampa Bay Rays games for tickets and all purchases in the stadium. To facilitate this process, a cadre of workers known as the Tech Team roamed the entrance plaza to assist patrons with technical issues in utilizing their phones to do this, and a Tech Team booth was available throughout the event.
To the younger generation, going cashless may seem second nature, but it isn’t intuitive to everyone, including an older crowd that frequents baseball games. Rather than have people frustrated with the new-to-them technology, visible workers in blue shirts were available to help people navigate their systems. I wish a blue shirt worker was on hand at my house!
Kudos to the Rays for being proactive in this area. It would have been easy to leave people to their own devices (ha ha), but they averted lost sales and aggravation by providing one-to-one assistance for the process.
How can your organization take a lesson from Tampa Bay and have help available to address any anticipated glitches? Human intervention can shine a ray of sunshine on an otherwise vexing situation.
