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Besides
better access, the Pirates' ballpark will open with some new rules. Fans
won't be allowed to carry in large coolers, and the only drink containers
allowed will be juice boxes. In addition, ushers now can be fired if they
take tips for cleaning seats after the National Anthem. Tips are discouraged,
in any case, said Chris Hunter, director of operations for the Pirates.
"That's their job" to wipe your seat. Throughout
the day yesterday, employees acted out scenarios they may face, using the new
culture's "wow" buzzword. They were given cards describing bad body
language and, to demonstrate, they slumped, glowered, avoided people, crossed
their arms and argued together while fans waited. Thompson,
in her second season with the Pirates -- she used to be a corporate trainer
-- told the gathering that when a fan asks for help, "You own that fan
until he is satisfied. If someone asks you where to get a Primanti's
sandwich, even if you work security, you can take them there." In the
afternoon, each table was asked to solve a dilemma. "Take
this situation and turn it into a 'wow,'" Thompson said to each table of
people huddled over their challenge. In a subsequent skit, three people
played an usher and a husband and wife confronting a seat filled with spilled
nachos. The usher promised he would clean it quickly. "But
the game's starting!" said the husband. "Can't we take two empty
seats up there!" The
ballroom erupted in laughter and applause. Next, two men played an usher and
a fan who couldn't find his seat. "May
I see your ticket?" said the usher. He lit up in a smile. "Come
with me," he said, leading the fan to a chair and wiping it
exaggeratedly well. Making a slight bow, he asked, "Is there anything
else I can do for you today?" At
this, Thompson interrupted, her voice booming into the microphone, "Now
that is a 'wow.'" "Yeah,"
said the fan. "Get me a beer." |
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Pirates hope
congeniality training ushers out
the old bawl game Continued |
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