Jesse Cole is the owner of the Savannah Bananas, a baseball team in Savannah, GA. Seeing a Bananas game is not a typical fan experience, nor is it intended to be. Many have described the experience as “a circus where a baseball game breaks out.” This is entirely due to the Fans First philosophy, which focuses significantly on the fans more than the game itself. While it might offend some traditionalists who are fans of the sport, the zanier model tends to work. When asked about the guest journey, Jesse begins with the process of what happens after a guest buys a ticket, from the phone call that they get to the video they are sent, all before they even walk into the ballpark. Jesse also empowers his team to listen carefully, then respond creatively, when resolving issues or creating incredible experiences for fans. After this interview, you will look at your guest experience with a new light, and be challenged to ask yourself if it is Fans First.