Erin Swales is the Senior Director of Guest Experience for the San Diego Padres and Petco Park, in San Diego, CA. In this interview, Erin talks about the Petco Park Promise, which drives their guest experience standard, and consists of three main elements: Care, Connect, and Exceed. Erin walks us through how this promise begins with their hiring process, their onboarding and training, and continual recognition and motivation for frontline staff to make sure that every guest that visits Petco Park has a memorable experience, whether they are attending a San Diego Padres baseball game, a concert, graduation, or any other live event at the stadium. When talking about guest feedback, Erin doesn’t just tell us about how she and her team can deliver great service recovery, but that her standard is to dive deep into pressing issues by inviting guests into focus groups that truly enable the organization to gain that “aha” moment, that leads to implementing improvements for future success.
