Identification of The Topic/Issue/Event

On Tuesday, during a hockey event, the conversion staff encountered an issue with the

A-Frames used during the Nashville Predators vs. Winnipeg Jets game. A conversion staff

member tried to be proactive and remove the A-Frames (that are used for guest and fan

experience pertaining instructions for game entry) before the main entry gates were closed due

to an oncoming storm including high-winds and heavy-rain. This quickly became an issue with

the Arena Operations, including Vice President Tim Friedenberger, as it affected the fan

experience and security staff’s operations.

Relevant Components and Implications for the Agency

The main implications for the agency was disrupting the fan experience. This is an issue

for the Nashville Predators and Bridgestone Arena because this directly impacts current and

future fan experience. Shortly after the A-Frames were moved, a confused fan made a

comment to the security team about how they were unaware of that specific rule. The security

staff went to point out the A-Frames and were quick to call “command” when they noticed they

were removed at the incorrect time. Although the conversion employee was trying to avoid any

possible negative implications of leaving the equipment outside (blown away or damage), it

resulted in negative guest satisfaction.

In the entertainment business it is easy to learn that bad fan experience equates to a

lesser chance of future event purchases. Thus, this small mistake can negatively impact the

organization’s image as Bridgestone Arena and Nashville are significant tourist destinations

meaning that a majority of fans are entering the facility for the first time. As a result, the arena

encounters many first-time fans that desperately need direction in a new place.
 The implications this type of event has is endless. First, the employee was trying to avoid

damage to the A-Frames and also keeping the bystanders safe in case of heavy-winds. Second,

the implication of the early removal of this material had a direct impact on the fans experience.

Plan of Action

I believe that the Bridgestone Arena staff has a few things they can do to avoid this

problem. As a manager, I would have planned to potentially find an alternative for the A-

Frames. One thing that could be done is following suit with the exterior of Bridgestone Arena.

The arena has many LED screens, and the audio/visual staff could project these instructions on

one of the LED screens (either permanently or during inclement weather events). Alternatively,

I would look at the possibility of proposing permanent signage where these instructions can

display indefinitely. Such a proposal could be seen additionally as a bollard for the arena

resulting in increased safety for the entirety of the building and anything it may host.

To communicate this, I would first discuss with the conversion staff regarding their

opinions and then present this information to the Vice President of Arena Operations. I believe

this would not only help fan experience but also allow the conversion staff to work more

efficiently. The one problem that the idea may attribute is adjusting the budget to create such a

product.