It could happen the next time you check in to a hotel room or when you show up at the gate for your next flight. Some people choose to upgrade their software services or some other systems but that’s a personal choice. When an upgrade happens unexpectedly, it really makes it fun.
“Where are you guys?” the caller asked.
“We are approaching the plaza outside the arena,” I answered, as my family quickly walked through the crowded sidewalks of downtown Tampa.
“I see you guys,” replied Matt as he excitedly approached us and greeted me with a hug.
I’ve known Matt Corey for 38 years. We met as freshmen at the University of Florida, were in the same pledge class of the Delta Upsilon fraternity, and have been buddies ever since. Matt is now the Chief Marketing Officer for the NHL’s Tampa Bay Lightning so he was able to pull a few strings for me and my family when we showed up to attend the game Saturday night against the Chicago Blackhawks.
“You’ve been upgraded!”
Surprised yet excited, we all smiled and followed Matt through a private entrance below the main doors for general admission and then weaved our way through the catacombs and back hallways of Amalie Arena. My daughter Riley is a big hockey fan back home in Columbus so when she turned to whisper to me, “this is so cool,” I knew that Matt had, to use a hockey term, “put on the power play.”
As we exited the elevator, Matt said, “You’re going to be enjoying the game tonight in The Lightning Suite. I want you guys to have an amazing time. Relax, make yourself at home, and have fun.”
We followed the quiet hallway into a large, luxurious suite located in the corner of the arena, overlooking the ice and almost all of the 19,092 filled seats. (The Lightning has sold out 321 games in a row). Matt introduced us to Dave, our concierge/host for the evening. He quickly met us all with handshakes, looked us square in the eyes, and told us the same thing Matt had just said; “Relax, make yourself at home, and have fun.” He then added, “anything you need, just let me know.”
The rest of the night, Dave never spoke to us without using our names first.
“Miss Ronda, would you like a drink?”
“Riley, how are those cookies?”
“Ryan, what did you think of that pizza?”
While the owner of the team wasn’t there, we did meet some paparazzi-worthy suitemates. After dropping the ceremonial first puck before the game, former Tampa Bay Buccaneers safety and newly-elected NFL Hall of Famer, Ronde Barber joined the party. Ronde’s twin brother, Tiki Barber, who had a successful NFL career with the NY Giants, was with him.
Tampa Bay Lightning National Anthem singer, Sonya Bryon-Kirksey, made her way up after another all-star rendition of the Star Spangled Banner before the game.
Also joining the party was WWE wrestler Titus O’Neil. I’m not a follower of professional wrestling but I do know O’Neil by his real name – Thaddeus Bullard. Bullard was a redshirt freshman at The University of Florida when they won their first National Championship after the 1996 season and was a letterman the next 4 years for Steve Spurrier’s Gators.
In addition to all the hospitality and handshakes with some celebrities, the Lightning won the game 3-1.
Talk about a memorable experience, huh?
Do You Have Any Upgrades Available?
What upgrades can you offer your customers or clients this week? Can you take your property marketing for your next listing to the next level with some drone photography or a snazzy video? Can you make sure to negotiate the top-of-the-line coverage on your next Buyer’s home warranty? Instead of a quick text to your lender or title partner after a successful closing, how about upgrading to a handwritten thank you note or even a small gift to show your appreciation?
Great service isn’t enough in 2023. Great service is expected.
Strive instead to provide a memorable experience. One that people will remember and tell people about tomorrow, next week, or next year.
An experience worth talking about.
I know that when I see Ronde Barber wearing his Hall of Fame gold jacket this August at the induction ceremony in Canton, I’ll remember that night. When I see Tiki on Good Morning America or one of his next television appearances, I’ll remember. When I see Titus (or Thaddeus) doing anything cool (like this), I’ll remember. And the next time I’m in Amalie Arena watching the Lightning play, I’ll look up to the corner and see who’s enjoying the President’s Suite that game.
Whoever it is, I know that Matt and Dave are probably making them feel like they were upgraded.