1 rich Libsyn https://www.libsyn.com 90 600 Welcome to episode 225 of Sports Management Podcast. Today’s guest is Vance Morris, and in this episode we will uncover what sports teams can learn from Disney when it comes to service and fan experience. We spoke about: How Vance went from a security guard at a birth control factory to working for Disney Why he was a lousy employee Why his business charges 40% more than its competitors Taking the leap to starting his own business, and his wife getting sick 3 days later And much more! SPONSOR: Listeners of the&amp;nbsp;Sports&amp;nbsp;Management Podcast&amp;nbsp;get an exclusive&amp;nbsp;20% off&amp;nbsp;on&amp;nbsp;SportsPro+ with the code&amp;nbsp;SMPOD20.&amp;nbsp;All you need to do is head to&amp;nbsp;sportspro.com/membership&amp;nbsp;and start exploring today. &amp;nbsp; Time stamps: 00:00 Intro: 02:21 From factory security guard to Disney 03:32 Experience design in boring moments 05:50 Engaging fans on non-game days 07:25 Linertainment explained 08:44 What teams can do between purchase &amp;amp; game day 11:18 Reaching younger fans with physical mail 13:01 On-stage vs off-stage mindset 15:26 Attention to detail &amp;amp; perceived value 17:30 Tellable moments &amp;amp; word of mouth 19:44 Systems create freedom 22:34 Cost of keeping vs acquiring fans 24:27 Why he charges 40% more 28:57 “The bar is set so low” 31:23 Service standards disconnect 33:29 Hiring for service mindset 38:19 Major career setback &amp;amp; resilience 40:00 Outro &amp;nbsp; Follow Sports Management Podcast on social media Instagram Twitter LinkedIn YouTube www.sportsmanagementpodcast.com Sports Management Podcast http://sportsmanagementpodcast.libsyn.com/website <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/39690000/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/88AA3C/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/content/197368315