Forgot to ask...I wondered if Peter Pratt of "Locked on Marlins" saw/commented on your relegation article. I figured the idea would resonate with him as a Brit.
Not that I can recall. Peter and I go way back. I was the first person connected to the Marlins to stumble on his original podcast many years ago. Probably 2017 or 2018. I got him hooked up with Marlins PR, which led to him getting some interviews and onto the 2020 Covid season media Zooms…and the rest is history.
Here are my Part 2 comments to your Mother's Day Crooked Numbers podcast - just to finish a point and not really related to the topic. Sorry! In contrast to my experiences as a Cincinnati Reds season ticket holder in the early 2000s (which could be described as a "barely interested" relationship on the Reds' side, despite our cumulative $70,000+ spent over five years), my interactions with the Marlins ticket folks have been over and above. I've never been a Marlins season ticket holder, attending about twenty games total since 2021 on road trips from Jacksonville). Yet, calls are returned, questions are answered, and emails are promptly responded to. A few weeks ago, I wanted to use a promotional voucher purchased around Christmas time for the series with the Giants, but, uncharacteristically, I could not locate my computer file or email confirmation. I had the credit card charge. Through this, the ticket rep found the voucher, sent me a link, and even sent me a $25-off merchandise voucher for use in-stadium only. I realize the Marlins are perhaps "able" to do these things given the light response to their product, but I believe these things should be recognized. I had the same genuine helpful attitude from the Jaguars. In the ten years I had Bengals season tickets, I never received a call - just billings and a general take-it-or-leave-it attitude that I eventually left when they asked for seat license fees for their new stadium. Most folks simply want an acknowledgment of their patronage and civil treatment. When the Marlins are competitive again, and it's easier to apply balm to the burned fans, I suggest a 'rapprochement' by a combination of 'mea culpas" first, then enticements and over-the-top services. My experience in business was that this troika works if genuinely presented and broadly applied.
That’s good to hear about your experiences with the Marlins. When I was with the Padres and Red Sox (spending part of my time in both places in a front office role as the head of Communications), I worked for a club president, Larry Lucchino, who demanded we always be in the “yes business.” No matter what the question was, there had to be a way to say “yes” to people. Fans, members of the media and others with whom we dealt felt valued and respected because they legitimately were.
right on and a solid point about including members of the media. In business, we spend all of our time seeking customers and the income stream that loyal customers provide, then muddle through the satisfaction issues of current, high-value clients.
I’ve told people with the Marlins this for years: As desperate as they are for fans, it’s easier to keep a current season ticket holder than to recruit a new one. So keeping your most devoted fans happy has to be priority #1. This regime has largely taken those people for granted from the stories I hear. And that’s why they’re losing them. I know people who had season tickets since the inaugural season in 1993 who have walked away in the last few years. It’s incredibly sad.
I enjoyed the Mother's Day Crooked Numbers podcast but...the 2012 Cincinnati-Nationals game brought back bad memories for me! Five of us took my mom that day, leaving from Louisville at about 10:30 am. The three-and-a-half-hour rain delay was untenable, as we had restaurant reservations with my sisters and brothers-in-law. Accordingly, we left while it was still pouring down, and subsequently realized from the radio broadcast that they played the game after all - about 3,000 of the original big crowd stayed to see it. It was not the Reds' fault for the rain, but more than $300+ in tickets were flushed. Of course, they're no recourse. However, I sent the Reds an email asking about some credit (for literally any other game in some form or fashion) for those 25,000 people who had Mother's Day plans and couldn't stay until nearly 4:30 pm for it to start. I figured the gesture for a weekday game with some low-tier team would have been a no-brainer. I was not even given the courtesy of an email response delineating the rainout policy (which I expected), despite being a five-year, 4-seat (Club 4192) season ticket holder (at $14,000+ a year). That was my last year buying tickets and I have never set foot in GABP since, despite dozens of offers from friends over the last decade. But, hey, that angry anecdote notwithstanding, the podcast was engaging. Ciao. (Part 1)
Thank you for the link - right to the point! To me, season ticket holders can be easily mollified with a credit that won't cost the teams much. Giving a promotional voucher or account credit for tickets already sold to your most important customers can't be a mistake. For infrequent spectators, with the 81-game home season, creating a list of four or five less popular weekday substitute games for long rain delays is another no-brainer, IMO. This is similar to minor league teams' unused ticket policy. Maybe MLB teams have this now, too, I haven't been an MLB season ticket holder in a decade. Anyway, sorry for the winded anecdotes. Lastly, I like the experiential aspects of your work juxtaposed with the current MLB environment. It's unique and balanced.
I appreciate your appreciating that. That was the idea when I started the Substack, to provide something no one else has or can. I’m not here to break news. I’m here to provide context based on 30-plus years worth of experience and relationships in the game, 15 years with this team and much of my lifetime in this community.
Imagine having someone like that squarely on your side, as Sherman once did. He and his people have no clue what to value other than cheap labor.
I was at that game with my girlfriend when Stanton hit the homerun. Now we are married and have 2 girls.
What a great memory!
Happy Mothers Day to your mom and wife Geff.
Thank you, Rudy! Same to your family.
Forgot to ask...I wondered if Peter Pratt of "Locked on Marlins" saw/commented on your relegation article. I figured the idea would resonate with him as a Brit.
Not that I can recall. Peter and I go way back. I was the first person connected to the Marlins to stumble on his original podcast many years ago. Probably 2017 or 2018. I got him hooked up with Marlins PR, which led to him getting some interviews and onto the 2020 Covid season media Zooms…and the rest is history.
Here are my Part 2 comments to your Mother's Day Crooked Numbers podcast - just to finish a point and not really related to the topic. Sorry! In contrast to my experiences as a Cincinnati Reds season ticket holder in the early 2000s (which could be described as a "barely interested" relationship on the Reds' side, despite our cumulative $70,000+ spent over five years), my interactions with the Marlins ticket folks have been over and above. I've never been a Marlins season ticket holder, attending about twenty games total since 2021 on road trips from Jacksonville). Yet, calls are returned, questions are answered, and emails are promptly responded to. A few weeks ago, I wanted to use a promotional voucher purchased around Christmas time for the series with the Giants, but, uncharacteristically, I could not locate my computer file or email confirmation. I had the credit card charge. Through this, the ticket rep found the voucher, sent me a link, and even sent me a $25-off merchandise voucher for use in-stadium only. I realize the Marlins are perhaps "able" to do these things given the light response to their product, but I believe these things should be recognized. I had the same genuine helpful attitude from the Jaguars. In the ten years I had Bengals season tickets, I never received a call - just billings and a general take-it-or-leave-it attitude that I eventually left when they asked for seat license fees for their new stadium. Most folks simply want an acknowledgment of their patronage and civil treatment. When the Marlins are competitive again, and it's easier to apply balm to the burned fans, I suggest a 'rapprochement' by a combination of 'mea culpas" first, then enticements and over-the-top services. My experience in business was that this troika works if genuinely presented and broadly applied.
That’s good to hear about your experiences with the Marlins. When I was with the Padres and Red Sox (spending part of my time in both places in a front office role as the head of Communications), I worked for a club president, Larry Lucchino, who demanded we always be in the “yes business.” No matter what the question was, there had to be a way to say “yes” to people. Fans, members of the media and others with whom we dealt felt valued and respected because they legitimately were.
right on and a solid point about including members of the media. In business, we spend all of our time seeking customers and the income stream that loyal customers provide, then muddle through the satisfaction issues of current, high-value clients.
I’ve told people with the Marlins this for years: As desperate as they are for fans, it’s easier to keep a current season ticket holder than to recruit a new one. So keeping your most devoted fans happy has to be priority #1. This regime has largely taken those people for granted from the stories I hear. And that’s why they’re losing them. I know people who had season tickets since the inaugural season in 1993 who have walked away in the last few years. It’s incredibly sad.
💯. It's a hard road back once someone is lost like that.
I enjoyed the Mother's Day Crooked Numbers podcast but...the 2012 Cincinnati-Nationals game brought back bad memories for me! Five of us took my mom that day, leaving from Louisville at about 10:30 am. The three-and-a-half-hour rain delay was untenable, as we had restaurant reservations with my sisters and brothers-in-law. Accordingly, we left while it was still pouring down, and subsequently realized from the radio broadcast that they played the game after all - about 3,000 of the original big crowd stayed to see it. It was not the Reds' fault for the rain, but more than $300+ in tickets were flushed. Of course, they're no recourse. However, I sent the Reds an email asking about some credit (for literally any other game in some form or fashion) for those 25,000 people who had Mother's Day plans and couldn't stay until nearly 4:30 pm for it to start. I figured the gesture for a weekday game with some low-tier team would have been a no-brainer. I was not even given the courtesy of an email response delineating the rainout policy (which I expected), despite being a five-year, 4-seat (Club 4192) season ticket holder (at $14,000+ a year). That was my last year buying tickets and I have never set foot in GABP since, despite dozens of offers from friends over the last decade. But, hey, that angry anecdote notwithstanding, the podcast was engaging. Ciao. (Part 1)
Quite a story. And it’s funny I just read this a few days ago, written—ironically—by someone in Cincinnati. He is so spot-on with this.
https://700wlw.iheart.com/featured/lance-mcalister/content/2019-04-26-ill-say-it-again-mlb-needs-a-league-wide-rain-delay-policy/
Thank you for the link - right to the point! To me, season ticket holders can be easily mollified with a credit that won't cost the teams much. Giving a promotional voucher or account credit for tickets already sold to your most important customers can't be a mistake. For infrequent spectators, with the 81-game home season, creating a list of four or five less popular weekday substitute games for long rain delays is another no-brainer, IMO. This is similar to minor league teams' unused ticket policy. Maybe MLB teams have this now, too, I haven't been an MLB season ticket holder in a decade. Anyway, sorry for the winded anecdotes. Lastly, I like the experiential aspects of your work juxtaposed with the current MLB environment. It's unique and balanced.
I appreciate your appreciating that. That was the idea when I started the Substack, to provide something no one else has or can. I’m not here to break news. I’m here to provide context based on 30-plus years worth of experience and relationships in the game, 15 years with this team and much of my lifetime in this community.
Imagine having someone like that squarely on your side, as Sherman once did. He and his people have no clue what to value other than cheap labor.
Hard to argue with you.