Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests.

Resources mentioned:

• Excellent Wins (book), by Horst Schulze
• Michael Momsen (LinkedIn)
• Adam Jaffrey (LinkedIn)

Key takeaways (starts at 23:05):

1. The details matter. "What's your bottle cap?"
2. Use feedback to take immediate action.
3. You can make the very big, very personal.
4. Handle service recovery in the moment.
5. Make sure you can influence the key moments that affect customer experience.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.