President Len Komoroski leads the team at the Cleveland Cavaliers and Quicken Loans Arena in making sure that they live out the “Isms” — the list of values — that owner Dan Gilbert expects of them when it comes to service at the arena for every Cavs game, Lake Erie Monsters match-up and special event held at the venue.
Each “Ism” represents one of the company’s operating principles and defines who the organization is. These “Isms” set the foundation for how employees treat each other, their stakeholders and every single guest or fan who walks through the doors.
Cavaliers employees find it crucial to make sure that every single guest is treated like a VIP, regardless of how much he or she paid for his or her ticket, so from the moment people enter the arena, the guest services representatives greet them with smiles and remind them which doors they entered and offer assistance finding their seats.
While employees strive their best to make every attendee feel special, they do go to extra measures for season ticket holders. The organization has client experience specialists and suite services teams to deliver high service and establish relationships with each season ticket holder and suite holder. For example, when one longtime season ticket holder had surgery, his client experience specialist delivered a DVD of Cavs players personally wishing him well. When another season ticket holder missed Game 6 of the 2007 Eastern Conference Championships because his daughter had a lacrosse tournament, his client experience specialist mailed him a framed picture of the Cavs celebrating their victory next to the picture of his daughter’s lacrosse team celebrating their tournament victory.
Service standards like these keep the employees at The Q at the top of their game.