Comcast-Spectacor Adopts New Customer Service Philosophy

Published on February 2, 2004 under American Hockey League (AHL)
Adirondack Phantoms News Release


Comcast-Spectacor, the Philadelphia-based sports and entertainment firm, is adopting a new customer service philosophy and catch phrase to be used with all of its teams, facilities and entities, according to Comcast-Spectacor Ventures President Peter Luukko.

"Our new approach begins with a simple question, 'How You Doin',' but it's more than that. It's going above and beyond and treating our customers the way they want to be treated. It's all about giving our customers the ultimate sports and entertainment experience. It's also a way of measuring how we are performing as a company," added Luukko. The company, which owns the Philadelphia Flyers, 76ers and Phantoms, introduced the philosophy to its staff with a pep rally in the atrium of the Wachovia Center on January 22. Each individual department, including event staff, concessions, event cleaning, ticket takers and ushers, sales representatives, parking attendants and full-time and part-time staff were also introduced to the philosophy.

As part of the introduction to its employees, various Comcast-Spectacor senior level executives filmed "How You Doin'" vignettes in roles with which they may not normally be associated - Philadelphia 76ers President Billy King was filmed driving the Zamboni; Philadelphia Flyers President Ron Ryan was captured on tape stocking equipment in the team's dressing room; and Luukko was recorded imitating one of the team's mascots. The video was shown at the pep rally and introduces the philosophy to the employees.

Comcast-Spectacor's new customer service philosophy encourages all of its employees to engage in conversation with customers to not only assist them and make their experience more enjoyable, but for the company to gauge its performance.

Comcast-Spectacor will reward its employees who excel in this new customer service initiative with prizes and rewards. This recognition of employee excellence can come from both customers and other employees.

The new "How You Doin'" customer service philosophy commences on Thursday, February 5, when the Philadelphia 76ers host the Los Angeles Lakers at the Wachovia Center and will be carried through at each and every event at both the Wachovia Center and Spectrum. As part of the campaign all Comcast-Spectacor employees will wear "How You Doin'!" buttons and use the phrase every time a new customer approaches. The program extends to all full-time and part-time employees who work at both facilities.

Comcast-Spectacor (comcast-spectacor.com) is the Philadelphia-based sports and entertainment firm which owns the Philadelphia Flyers, the Philadelphia 76ers, the Philadelphia Phantoms, the Wachovia Center, the Wachovia Spectrum, Flyers Skate Zone community ice skating and ice hockey facilities, Comcast SportsNet, and three minor league affiliates of the Baltimore Orioles - the Bowie Baysox, the Delmarva Shorebirds and the Frederick Keys. Comcast-Spectacor is also the principal owner of Global Spectrum, the public assembly facilities management firm with more than 35 facilities throughout the United States and Canada, Ovations Food Services, a food and beverage services provider, and Patron Solutions, a full-service ticketing and marketing product for public assembly facilities.

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