1. New Hampshire Fisher
Cats
David Cummings
RSM 392
Dr. Colleen McGlone
Summer 2013
August 1

3. Introductory Statement
 The New Hampshire Fisher Cats are a
AA Baseball team in the Eastern
League
 Affiliate of the Toronto Blue Jays
 Provide entertainment on and off the
field

4. History
 Came to Manchester, NH – October
2003
 First season played at Gill Stadium on
the East Side of Manchester
 Won the 2004 Eastern League
Championship

5. History Continued
 Moved to Merchantsauto.com
Stadium, in 2005, along the banks of
the Merrimack River in Manchester.
 Celebrated their 5-year anniversary in
2008, along with the 2008 Northeast
Delta Dental Eastern League All-Star
Game.
 In 2008 the ballpark added the Ted
Williams Hitters Hall of Fame.

6. History Continued
 Also added the Samuel Adams Bar
and Grill in 2008
 Best Sporting Event to Bring a Client
to –Won 3 times (08, 09,10)
 Recognized 2 times as the Most
Vegetarian Friendly ballpark in all of
Minor League Baseball by People for
the Ethical Treatment of Animals
(PETA)

7. History Continued
 On January 31, 2011 the Fisher Cats
announced a partnership with North
East Delta Dental.
 Partnership included naming rights to
the stadium to become Northeast
Delta Dental Stadium.

8. Development
 Manchester was an up and coming
sports city about 10-11 years ago.
 Fisher Cats moved to Manchester 10
years ago to capitalize on the
opportunity.

9. Mission
 To provide our guest with unparalleled
services by a highly motivated and
dedicated staff working in a safe and
fun place where families and guests
can expect a clean facility, a lot of fun
and the happiness that grows from
creating the memories of a lifetime.

10. Vision
 To provide a place where individuals,
families and the community of people
from our region can come to
experience the enjoyment of our
National Pastime, Minor League
Affiliated Baseball, in a safe and
friendly environment of entertainment
and family values.

11. Philosophy
 The customer service approach is
used by the Fisher Cats.
 The customer is always right.
 Making a profit is important as long as
the customers are happy and want to
return.

12. Creating Superior Value
 Core Strengths: Set your organization
apart.
 Informal conversations with fans
 Guest Letters
 Guest Service Center questionnaires
 Online Questionnaires
 Price/value surveys

13. Services
 AA Affiliate Baseball of the Toronto
Blue Jays.
 Offer Baseball Camps with Fisher Cat
players.
 During games: Kids area with slide,
bounce house, and T-Ball.
 Community mascot appearances.

14. Services Continued
 They play 140 games in 148 days
during the season
 Play in Manchester, New Hampshire
at Northeast Delta Dental Stadium.

15. Marketing
 The NH Fisher Cats use Facebook,
Twitter, and flyers/brochures.
 Online Advertisements
 Pocket Schedules

16. Clientele
 General Public
 Baseball Fans
 Wheelchair accessible rows on the
concourse.
 Relatively inexpensive to come to a
game.
 Ticket prices range from $6-$12.

17. Funding
 Ticket Sales
 Partnerships and sponsorships
 Donations
 Merchandise

18. Major Expenditures
 Advertising
 Promotions
 Maintenance
◦ Stadium
◦ Water, Heat, AC, Electricity

19. Problem Areas
 The only big concern is trying to find
new ways to bring people to the
ballpark
 Its not as exciting as it was when they
first came into town.
 Only one entrance and exit in and out
of the stadium. Trying to keep fans
safe is top priority.

20. Addressing issues
 The Fisher Cats use the interns to
come up with new ideas all the time
 One of my ideas was used(Corn Hole
on the concourse)
 Main responsibilities are keeping fans
safe as they exit. Keeping them on the
sidewalks and directing traffic.

21. Responsibilities
 I work in every department in the front
office.
 Every office day, interns are assigned
a department to work in.

22. Ticket Office
 Sell individual tickets using Ticket
Return.
 Put together Pocket Schedule boxes
for Street Team
 Mail out Reading Challenge and Oral
Health Challenge tickets.

23. Ticket Sales(Group Sales)
 Cold call individual families to let them
know about upcoming home-stands
 Deliver tickets to companies and/or
group leaders.
 Return equipment that was used for
group meetings

24. Community
Relations/Promotions
 Put together promotions for in game
activities (Baseball Bingo,
Left/Center/Right)
 Add Fisher Cat games/events to
calendars of partnering organizations.
 Be a mascot for community event.

25. Stadium Operations
 Go through stadium and make sure
everything is in working manner
 Move supplies to new locations so
they are not in the way.
 Help grounds crew with maintenance
and upkeep of the field and outfield
wall.

26. Street Team
 Going around to businesses to
distribute pocket schedules.
 Try and bring in leads for partnerships
and/or sponsorships.

27. Front Desk
 Be the secretary for the office.
 Answer the phone and redirect calls to
appropriate department.

28. My Situation
 I took over for a game day staff
member at the right field gate. This is
also the entrance to the smoking
section of the stadium.
 The game day staff member told a fan
that she could leave and come back
because she had to go get money for
beer.

29. Situation Continued
 The fan returned and I let her in but
unfortunately for her the game was
already passed the middle of the 7th
inning which is when beer and alcohol
is stopped being served.
 So I had never talked to her before or
seen her besides letting her back into
the ballpark.

30. Situation Continued
 On the night of this interaction there
were fireworks after the game. This
means that the right field gate must
remained closed for the safety of the
fans.
 She tried to exit out the gate and I
would not let her. I told her she would
have to go to the suite/media gate
which is located behind home plate
down the staircase.

31. Situation Continued
 She then decided to yell at me
because it was my fault that the food
company stops serving alcohol in the
middle of the 7th inning.
 She was also yelling at me because I
would not let her out of the gate and
was making her “walk all the way
around to the main entrance in left
field” which I was not.

32. Situation Continued
 At this point she was trying to get me
to hit her so she could get me into
trouble.
 I pointed her in the direction of a Full-
time management member, DJ White.
 DJ is the Director of Stadium
Operations at the ballpark. He plays
devils advocate during the game when
it comes to fans questioning the staff.

33. Situation Continued
 DJ came back over to me and asked
me about the situation and I told him
what happened.
 He told me good job because I had
done the right thing in handling the
situation to the best of my ability.

34. Observation
 A few weeks ago a fan spilled beer all
over a section. I was ushering the
section and let a staff member know
about the situation.
 He went on to call for one of our trash
guys to come mop it up.
 At this point the fans around the area
were getting annoyed because it was
taking a long time to clean up the spill.

35. Observation Continued
 I would have handled this situation
differently if I knew where the mop
was.
 Instead of calling for one of the trash
guys to come clean up the spill I would
have went and got the mop and wiped
it right up.

36. Observation Continued
 I would have handled the situation this
way because the fans would have
been happier and could go back to
enjoying the game quicker.

37. 3 Significant Things I Learned
1. Work hard at something even if it is
not what you want to do.
2. Do not be afraid to speak up about
your ideas.
3. Working in minor league baseball
means you work more for an
entertainment company than a
baseball team.

38. Future Opportunities
 Take any and every opportunity that
you can to get experience because
you never know how it could help you.
 Network with everyone you meet
along the way.
 Job responsibilities will increase as
you show that you are capable of
being able to handle it.

39. Opportunities Continued
 Remember that this is not a “job” it is
an internship.
 Being paid for your work is not always
the most important thing. It is nice to
be rewarded but working for
experience is a great way to break into
an industry.

40. Expenses
 Housing
 Transportation
 Meals

41. Housing
 I lived at home while doing my
internship.
 Most of the interns lived at their school
if they were not from the area.

42. Transportation
 Gas is expensive and depending on
your commute you could spend more
or less.
 Also maintenance on your car can be
expensive.

43. Meals
 My internship location provided the
staff with one meal a day on game
days only.
 Plan on going out to lunch on some
days with the office.
 Going out after work.

44. Clothing Requirements
 Business casual
 Collared shirt and khaki shorts or
pants
 White socks and white shoes
 No facial hair

45. Helpful Information
 Show up on time.
 Do not complain.
 Be a team worker.
 Listen to your coworkers and
supervisor and/or boss.