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Revelocity Sports

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Ticket Sales

Most sports teams don't have a customer service problem — they have a consistency problem. In this tactical episode, Jeremy Neisser walks through exactly how to build a simple "Always Do / Never Do" list that your entire organization can follow to create a consistent, frictionless fan experience. You'll get starter ideas for both lists, plus a clear plan to put the framework into action across every department — from ticket sales to concessions to parking. KEY TOPICS COVERED - Why inconsistency across departments is quietly costing you ticket sales and slowing fan base growth - The real problem most teams face: not bad service, but inconsistent service across staff and departments - Why your framework should stay simple — 5 to 7 always items and 5 to 7 never items, no more - How same-day response time builds trust and keeps momentum alive with interested fans - Why making it easier for fans to buy from you directly increases conversion on tickets, groups, and packages - How giving a clear next step in every fan interaction moves people closer to a purchase - Why you should always assume fan confusion is your organization's fault — and how to fix it - The power of "Know Before You Go" emails to set up a smoother game-day experience before fans arrive - The Cheesecake Factory problem: how too many options kills decisions and slows sales - Why first-time buyers, group leaders, and season ticket holders each need a different experience - How to stop passing fans around between departments and own the problem instead - How to embed your Always / Never list into staff meetings, training, name tags, concession stands, and daily operations

164 – The “Always / Never” Customer Service Starter List

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In this tactical follow-up episode, Jeremy Neisser breaks down how sports teams can create a more consistent fan experience by building a simple “Always Do” and “Never Do” customer service framework. Instead of chasing perfection, teams should focus on clarity, … Read More

Your customer service problem isn't actually a people problem—it's a consistency problem. When fans get different experiences depending on who they interact with, they blame the organization, not the employee. This episode introduces the non-negotiables framework: simple "always do" and "never do" rules that eliminate guesswork and scale great service across your entire operation. KEY TOPICS COVERED • How inconsistency in fan interactions destroys ticket sales and repeat business • Why your best employee doesn't define your customer experience—your most inconsistent one does • The Cleveland Insight: John DeJulius's non-negotiables framework for scaling service without burnout • Why "always do" and "never do" rules work better than motivation, pizza parties, or lengthy policy manuals • Death by a thousand moments: how one bad interaction overrides five good ones • Why customer service isn't a department—it's an organization-wide responsibility • The direct connection between consistency and revenue: fans return when the experience feels smooth and effortless • Building your organization's always do and never do list: start with 5–7 rules, not 20 • Specific always do rules for ticket sales teams: same-day responses, clear pricing, preparing fans before arrival • Specific never do rules: don't make fans search, don't overcomplicate offers, don't treat all fans identically • How to implement consistency at every touchpoint: parking, ticketing, concessions, guest services, sales calls • Testing your consistency: Does your fan experience change depending on who they talk to?

163 – Why Your Fan Experience Fails Without Consistency (And How to Fix It)

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Your customer service problem isn’t actually a people problem—it’s a consistency problem. When fans get different experiences depending on who they interact with, they blame the organization, not the employee. This episode introduces the non-negotiables framework: simple “always do” and … Read More

161 – Connected Marketing: What It Actually Looks Like with Tom Rupp

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Episode SummaryWhat does “connected marketing” actually mean for a sports team? In this episode, Jeremy Neisser is joined by Tom Rupp, co-founder of Revelocity Sports, to break down why so many teams feel stuck even when they’re doing good marketing—and … Read More

159 – Should You Get Rid of Your Ticket Office? The Pros, Cons, and What Teams Need to Consider

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Should Sports Teams Eliminate the Ticket Office? What if your team stopped selling tickets at the window… completely? In this episode of the Sports Marketing Machine Podcast, Jeremy Neisser breaks down one of the most polarizing ideas in sports ticketing … Read More

157 – What Your Group Renewal Rate SHOULD be — And Why They Don’t Come Back

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Most teams sit at a 75–85% group renewal rate… but that’s not the goal — it’s the starting point. In this episode, Jeremy breaks down what elite renewal actually looks like, why groups really don’t come back, and how small … Read More

154 – How to Make Your Group Sales Page Easier to Buy From

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Group ticket buyers aren’t casual fans — they’re planners. Office managers, HR directors, coaches, and teachers are trying to organize an event without creating more work for themselves. If your group sales page makes them think too hard, they leave. … Read More