Although the Sport and Entertainment Industry is known for being a very fast-paced dynamic business it absolute has its dull moments as well. The dull moments for any ticketing and fan services department within an NFL organization definitely coincides with how well the team is doing at that time. While working for the Philadelphia Eagles I have noticed a huge change in productivity and the amount of incoming calls from when we were 3-0 to now when we are hanging on by a thread to even make the playoffs. I remember at the beginning of my internship we were swamped with incoming calls and started our days with over 40 emails. Today we are lucky if we get 10 emails in the mornings.
I do know it is virtually impossible to have a job where you are working on something 24/7 but when I say we are slow at the office, that is an understatement. There have been days where we may only get a dozen phone calls. Which means we sit at our desk from 9 AM until 5 PM only answering a hand full of calls. This is the one downside I have come across working in the ticketing and fan services department. Working for an organization where nearly 98% of your season tickets are already purchased by season ticket holders does not leave much work to be done by the academic interns. We rarely have tickets to sell here at the ticket office which causes our main job to be answering the phones and emails.
When the team is winning, we are winning. When the team is losing, we get phone calls from angry fans cursing us out and asking when the owner of the team, Jeffrey Lurie, will be moving to Canada. It is very frustrating to have to deal with people like this because most of the time we have to sit there and just let them scream at us for things that we have no control over. At times like this I like to think back to my class with Dr. Gillentine. He taught me so much about ethical decision making and morals and how to handle tough and uncomfortable situations like this. One of his powerpoints I continue to look back on to this day just to remind myself that it is normal for people to have different morals. What matters the most is how what kind of ethical decisions you make at these moments.
Ethical Decision Making Powerpoint
So of course our jobs are so much easier when we are winning, I would rather be running around busier than ever than have to sit at my desk after yet another loss. Since we have been on a bit of a losing streak lately I have had season ticket members call in to see if they can sell us back their season tickets. Obviously that is not possible, that is why we have our Philadelphia Eagles Account Managers where they can resell their tickets through the NFL Ticket Exchange.
With all of the down time we have in the office I decided to take it upon myself to create a step by step how to guide on how to utilize the Philadelphia Eagles Account Manager. Not only did I put together a 22 page document for incoming interns to learn the ins and outs of the system we use on a daily basis but I also created a one-sheeter to send to those who call in with any questions regarding their account managers. As you can see in my final leadership section of my e-portfolio I have included the full guide and here below you can find the one-sheeter I send to season ticket members who are really struggling.
Mackenzie Williams 