How to handle complaints

As we all know, people don't like change and there will likely be some frustration throughout the process. Please have patience with the customers and try to focus on the positives of this transition. Although fans might not have seats in the same field position or area within the stadium as they have in years past, talk about the positives of where they're able to move to

Keys to remember:

• ALL seats will be new, which will have more space and comfort
• 100 level sideline seats will be closer to the field which means fans are closer to the action
• New HD Video boards and sound system coming
• In 2016, 92% of seats will be in the shade (for a 1pm game)
• This includes ALL of the 200 and 300 Level.  All of the stadium will be covered from inclement weather, however, the shading will occur on the North/East side of the stadium during afternoon games.

Please remain calm with angry customers. There's nothing to be gained by responding in a similar manner. Let them vent, apologize and empathize, and then try to talk about positives to see if a solution can be found. Tell them we appreciate their years of support and feel confident they will still enjoy their new seats going forward.

• Customers who are not satisfied with available inventory at their selection time can be told that each year there will always be an opportunity to relocated based on renewed inventory.
• With a new stadium, there will always be changes, and we feel that every seat in our stadium will now be better than ever.