Ready for Gates 626.664.3535 - People and Projects

TESTIMONIALS & SPECIAL PROJECTS

TESTIMONIAL

“I have known Donna for the last three years but heard about her great skills before I came to Pensacola. She is one of the most talented professionals in this space. Her knowledge of the industry, fan dynamics, marketing programs, and how to effectively execute a strategy are amazing. Her ability to connect with both executives and front-line staff members make her a valuable addition to any sport business related effort. I would hire her in a heartbeat and appreciate all her mentoring for our students- who love her.”

Dr. Gil Fried,

Associate Dean, College of Business, University of West Florida

TESTIMONIAL

"I first met Donna in 2017 when I came to the Southern League and she was working with the Pensacola Blue Wahoos. They had such a great reputation and it didn't take long to recognize she was a key component to their success. Over the years since, I was always excited to listen and learn from Donna as she shared her expertise and passion for top-notch customer service, engaging employees and strategic surveying. When she started consulting with Ready for Gates, I was eager for our team to start working with her directly. She's delivered results even beyond my own high expectations, and I believe her genuine interest and desire to help is what makes her unique and a more than worthwhile investment."

Hunter Reed

General Manager, Biloxi Shuckers (Class-AA affiliate of the Milwaukee Brewers)

PODCAST - Studer Education

Donna Kirby was honored to sit down with Dr. Janet Pilcher of Studer Education to talk all-things-guest experience, and about the game day experience for the Pensacola Blue Wahoos (class-AA affiliate of the Miami Marlins.) Please take a listen and let us know what you think!

EP328: Provide Excellent ServiceService excellence is the key to customer loyalty. Discover how Donna Kirby of the Pensacola Blue Wahoos has created a culture of exceptional service.

PODCAST - Studer Education

Synopsis: The customer experience comes first, even before finances. Please click below to learn more.

EP41: The Value of Great ServiceService Excellence differentiates your organization from others in your industry. Great leaders place importance on how to become the best service provider for what they do. Donna Kirby returns this week to discuss why prioritizing service excellence is necessary for success and what core drivers keep her focused on service excellence.

PODCAST - Pensacola Business Radio; Powerful Women of the Gulf Coast Series

Synopsis: Donna joins Kolleen Edwards to talk all this guest experience, and why measuring your performance is critical to success.

Pensacola Business Radio: Powerful Women Gulf Coast Series-Guests Donna Kirby/Pensacola Blue Wahoos-Vice President, OperationsPensacola Business Radio: Powerful Women Gulf Coast Series-Guests Donna Kirby/Pensacola Blue Wahoos-Vice President, Operations

BOOK - "Sport Finance, 5th Edition" - Authors, Gil B. Fried, Timothy D. DeSchriver, Michael Mondello

Chapter 6 - "Understanding Revenue"; featured contributor and industry spotlight, Donna Kirby, tackles the unique opportunities and challenges in managing budgets for sports entities.

KEYNOTE SPEAKER / DHP Pensacola - "Customer Service and Why Service Excellence is Non-Negotiable"

Synopsis: The Pensacola Blue Wahoos double-A baseball team has received numerous customer service awards. Donna Kirby’s leadership is a major reason. Learn about several key drivers that have been critical to build a high performing fan experience. Learn how this customer experience approach can be transferred to any organization.

Please click below to view:

KEYNOTE SPEAKER / Studer Community Institute - "Harnessing the Power of Exemplary Customer Service"

Synopsis: "With bad customer service costing businesses in excess of $80 billion per year in the United states and over $300 billion worldwide, there is no doubt that businesses need to take their customer service practices more seriously," says Erandi Palihakkara in her blog, The Real Cost of Bad Customer Service.

So how do you, as a business leader, demonstrate your commitment to excellence and service? And how do you motivate your employees to show their commitment?

In our upcoming training, Studer Community Institute will offer proven methods to ensure that systems exist that allow a high degree of customer service to be provided, and tactics to ensure good practices improve responsiveness, personalize the customer experience and resolve issues to retain customers.

Join Donna Kirby, Pensacola Blue Wahoos Vice President of Operational Development and customer service expert, and learn:

Customer service begins at the hiring process

Identifying the right staff to build a culture of customer service
Understanding the importance of, and value in, peer interviews
Recognizing High/Middle/Low performers and how to manage each type

Listening to your customers and the value of feedback

The Net Promoter Score
Using key words at key times; knowing what to say can make or break you
How to diffuse an angry customer
Using surveys to build brand and product loyalty

Missing the mark – what now?

Apologies & Expectations
Mining for Info; Tell us what right looks like
Proper service recovery

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