NFL Security Faux Pas at Soldier Field?

http://www.chicagotribune.com/news/local/ct-met-bears-bag-restrictions-20130816,0,1577591.story

Article was written by Mitch Smith of the Chicago Tribune. The gist of this article outlines how many Bear fans reacted to the new policy for their first home game at Soldier Field since the NFL instituted the new policy. According to Mr. Smith, there were “just a few issues” about what was acceptable to bring into the stadium.

According to Mitch Smith, tens of thousands of fans got the message regarding the new NFL security policy. Apparently the message was received through the Chicago Bears’ website or via email (as most fans were ticket holders and received the message virtually). However, there were still some grumblings about the new policy but generally ticket holders were accepting of this new policy. The author also mentioned in this article that others who were not notified prior to the game would have seen signs displayed all around Soldier Field communicating this new policy to fans attending this preseason game.

NFL Security Policy - 2013

NFL Security Policy – 2013

1. The Tribune reporter, Mitch Smith mentions the new NFL security policy that only permits small purses, freezer bags or transparent bags and medically necessary items but he doesn’t specify the size of these purses. Seeing how the nature of this article involves this new NFL policy, would that not be an important detail to include?

2. Mitch Smith stated in his article, “But most of those among the tens of thousands of fans at Thursday’s game seemed to have gotten the message.” It’s interesting that he would portrait the situation that tens of thousands of fans got the message regarding the new NFL security policy. Mind you, Soldier Field has a capacity of slightly over 60,000 spectators and for the author to claim that tens of thousands of fans got the message, is that fair to say? How does he quantify that? Did he spend a lot of time at different gates where dozens of spectators, many of whom were women, were flabbergasted at this new policy. It’s hard to really know how many people were inconvenienced.

3. No temporary lockers were provided to those who were unaware of this new policy. That would have been a customer centric approach by the Bears in lieu of a new security policy, especially for the first few games, if not the complete season.

4. So Bob Laskowski (team’s director of stadium experience) doesn’t recommend hiding purses in bushes. Would Mr. Laskowski have the authority or clout to bring in temporary storage for those unaware of this new policy?

5. According to this article, some fans claimed that some security officials suggested hiding the bags or purses in the bushes even, according to the article, that was not Bob’s recommendation. Perhaps Mr. Laskowski and security need to be on the same page? Were the security officials briefed before this new policy went into effect on how best to respond to fans who were unaware of this new policy?

6. According to the author, Mitch Smith, team officials worked hard to bring fans up to speed on the new rules. In addition to notifying season ticket holders, they posted information about the rules on the team website. And handed our freezer bags and flier about the new policy.

It is impossible for me to refute this fact that team officials worked hard to bring fans up to speed on this new policy. However, I will say, prior to the ’13 football season, I have listened to hours on the 670 the Score, ESPN Radio, and podcats from the Dan Patrick Show, Rich Eisen, and PTI and not once did any fan, guest, or host mention one time this new NFL security policy. What about a public service announcement during NFL pre-season games? So, not only the Bear’s organization, but the entire NFL needs to be take more responsibility to ensure the user experience is seamless moving forward.

7. According to Fortune magazine this week, the Chicago Bears are the 8th more valuable NFL franchise, valued at $1,252 M. Last year’s revenue was $298 M. Enough said.

 

 

 

 

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.