say “we are looking into it” and are “making changes to improve the fan experience,” but how many venues have the resources to actually
Here is how we handle these viral videos at New Era Field: We start with the relationships. Several years ago we started having weekly meetings with our partners from the state, county, and town including Emergency Medical Personnel, Orchard Park Police, Erie - etc. We meet regularly with these groups to ensure that everyone is on the same page and enforcing the same fan code of conduct, while still providing a high level of guest services we have preached to our fans. We are involved in their yearly trainings. Every year, these groups have stadium training. Our Vice President of Operations and Guest Ex- He delivers a guest service message and explains our expectations. We also meet with all Apex and CSC security teams to ensure the same message is get- ting across to all of our security partners. That way, if an issue does arise, everyone knows what is expected of them in han- dling the issue, as well as what is toler- ated at the stadium vs. what needs to be stopped. We have developed a plan. A few years back we developed a multi-
of the property. While this phase is still in motion, we have started by gain access into these lots to observe and be proactive in the lots in addressing fan behavior issues when necessary.
“With enough time and continued mentality of ALL of our fans and end the damaging viral videos.”
year plan to enhance the guest experience and remove fans acting inappropriately. First, we started inside the gates – protecting our can call or text issues to an in-house number, and the necessary per- sonnel is dispatched to the location to help resolve issues in the bowl violating the fan code of conduct. Our security teams keep a close eye on those entering the stadium. If they appear to be intoxicated, we do not allow them access to the stadium, as we know their condition will Code of Conduct policy that makes every guest that has been ejected, turned around at the gates, or arrested take a four-hour online class ticket member. The second phase of this plan was moving out to our parking lots. and several thousand more in surrounding lots. We have placed addi- tional security in all of our parking lots on foot, golf cart, and horse. We know many of these videos that have gained the most attention take place outside of our venue. Since placing additional armed sher- - vate lots. We know this is where those image-damaging viral videos are taking place, because there is minimal security and no supervision
The Plan in action: Fortunately, we have been very successful over the past several years implementing our plan with the help and support of our security part- ners. One of our viral videos from last year showed a man sliding down the railing from the 300 level and in the end, falling down to the 100 level. Thankfully no one was badly injured, but due to the cam- the individual was, and we were able to take action. We revoked his tickets and banned him from our stadium. This year, one of our viral the two brothers couldn’t stop bragging about it, and because of this, we used social media to track them down, directly. They too have had their season tickets revoked and are not allowed back video that involved binge drinking in one of our private parking lots. The Orchard Park Police, in conjunction with the Buf-
falo Police, found this individual realized there was a warrant for his arrest, and the necessary action was taken to ensure he will not return - dia partners, we were also able to hold press conferences announcing these reactions to show how serious we are taking inappropriate fan behavior at our games. They are not true representations of our fan base and work directly against the guest experience we have worked so hard to create. - ignated driver pledges, and we have improved the overall experience for thousands of our guests. Most importantly, many of the returning season ticket holders have written letters, called, emailed, or thanked us in person for making these improvements. Ticket holders that said they would never bring their children or grandchildren to a Bills game, can comfortably do so again. I’m fortunate enough to work in a venue that takes these behaviors seriously and actually wants to improve our - ing viral videos. What actions is your venue taking to make sure your image isn’t FM
on the IAVM Stadium Committee.
IAVM 49
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