Notes from the "Tell it to the Cubs" - Season Ticket holders luncheon held on September 10, 2008.
Panel: Cubs Chairman Crane Kenney; Mark McGuire, Executive Vice President, Business Operations; Michael Lufrano, Senior Vice President, Community Affairs/General Counsel; Carl Rice, Senior Director, Facility Management and Information Technology; Matt Wszolek - Director, Sales and Promotions.
Mr. Kenney's Introduction. Mr. Kenney welcomed the group and gave an update on some of the current issues facing the franchise. He mentioned two ideas brought up by season ticket holders at previous "Tell It to the Cubs" lunches which the team is looking to explore for the 2009 season: (1) an opportunity for season ticket holders to donate tickets on a designated day to the Armed Services or a charity; and (2) to develop a way for season ticket holders to communicate with each other and exchange tickets with others who have seats near theirs.
Questions/comments by season ticket holders.
1. Why do the ushers get switched around and to sections where they don't know the regular fans?
Answer: We strive for familiarity of staff with our regular fans, but also rotate staff to achieve a fair distribution for staff within the ballpark. We also welcome feedback about individual staff, good or bad. Season ticket holders who want to voice opinion or comment about individual staff can do so on this Web site or through the appropriate ticket office representative. Tell us the section or staff person's name so we can direct the comment appropriately.
2. Why doesn't the ball-person give away the baseballs when they go foul?
Answer: We generally give the baseballs to the pitchers in the bullpen and in the dugout for the players to give away.
3. The vendors in the aisles sometimes block fans' view of the game. Can you manage the timing and volume of vendors in the aisles?
Answer: It is the most popular question we get and we all agree on the goal of limiting vendors' obstructing views. Wrigley Field needs its vendors in part because of the limitations of its concession stand space. However, we are aware of the potential problems this causes and have been working on ways to address it. The second half of this season we went to a zone system to better control and track the number of vendors in each area. We believe we achieved a more consistent distribution thru the park. We are encouraging vendors to "take a knee" when serving. We are hearing improvements have been noticed since the incentives began. Eliminating vendors is problematic, as many view it as part of the tradition and others like not waiting at the concession stands.
4. Why aren't fans allowed to exit and return, during a rain delay for example? Other stadiums use technology to facilitate this.
Answer: The issue is not technology, as we know how to implement a pass-out policy. Rather, there is potential liability to the club if fans leave, visit a neighborhood bar or restaurant to drink and then return to the ballpark. This was an issue a few years ago and the team was stung with an adverse verdict in a lawsuit.
5. Any chance to use plastic bottles instead of paper cups at concession stands?
Answer: This issue, too, has been considered. Many believe the product tastes better when distributed in cups and favor current distribution methods. We look at it every year, though, and will continue to evaluate. Currently Pepsi and bottled water are available in the park in plastic bottles. The concession stands do not have enough space to offer plastic bottles for all the products now available.
6. Any chance to restrict fans moving in the aisles to periods when there is a delay in the action?
Answer: It could be done, but some already complain about restrictive policies related to fan movement and access, saying the team is being too controlling. We'll discuss during the off-season.
7. Any chance combination ticket holders can get tickets to all playoff games?
Answer: Available tickets for playoffs are limited. The demand from Major League Baseball and broadcasting networks eats up much of the available allotment. Our current aim is to get combination plan holders playoff tickets in roughly the same percentage as their season package (e.g., 66% of the games). It works better for seven game series than five game series.
8. If there is an unruly fan in your section, can you text message stadium crowd control to have someone check it out?
Answer: Good idea! We will consider how to implement.
9. Thank you for not penalizing season ticket holders or revoking our seats if we resell our ticket to brokers. How is Stub Hub working?
Answer: We don't necessarily agree with Illinois law allowing secondary market resales, but it is the law. And so we have tried to partner with trusted sources who we know offer products and services and which provide fans ways to transfer tickets and avoid being bilked. Stub Hub seems to be working well for most who use it. Any problems have been resolved as far as we know.
10. Any chances to upgrade the quality and number of the bathrooms?
Answer: The Cubs are working on it. Look for upgrades next season.
11. Why don't you show replays on the in-house TVs?
Answer: Major League Baseball rules prohibit showing replays, at least of close and controversial plays.
12. Would you consider adding signage on the rooftops or on the outfield wall?
Answer: We evaluate revenue opportunities like this by balancing the need to grow our business - and thereby improve our on-field performance with the goal or preserving the character and tradition of Wrigley Field. Each off-season we review plans. We hope fans agree, though, the changes we have made through the years have been tasteful and added to the park without tampering with its history and design.
13. The sound and acoustics in Section 427 are not great. Can you move the speakers?
Answer: Every speaker in Wrigley Field has been replaced in the last four years. We're aware there are still sound problems and we are trying to correct it. Unfortunately we can only test when the park is full. Will take a look at Section 427.
14. The TV in section 525 does not work.
Answer: We replace televisions each off-season and are currently reviewing the needs at this time. We will note this location in our review.
15. Seats in Section 229, Row 10, cannot see a TV.
Answer: The configuration of the ballpark makes it difficult to place a television visible from every location. We have looked at Section 229 and know it is one of the difficult areas. It's one of the challenges of playing in a ballpark built before television was popular.
16. When the contract with Levy Restaurants expires will you consider other food and more options?
Answer: Our contract with Levy is through 2014. Levy is aware fans are critical about a lack of variety. The challenge, though, is the small footprint of the ballpark offers limited space to prepare certain food types and fewer points of sale to sell it. The Triangle Building will help provide more commissary and back-of-the-house preparation areas so we can add more food options.
17. Any timing on the Triangle Building? Will you have to play elsewhere during construction?
Answer: We hope the building will be built soon, but timing depends on the Club's transition of ownership. Construction would take 18 months or so. There are no current plans to close down or relocate.
18. Does Stub Hub work?
Answer: Stub Hub has a five-year deal with Major League Baseball. We've received mostly positive feedback.
19. Can I have the notes of this session?
Answer: Yes. They will be typed up afterwards and provided online.
20. Can you exit the field via Sheffield or Waveland after games? The concourse is very crowded.
Answer: These exits and all available exits are opened after every game.
21. Can Cubs have more interaction with their season ticket holders, such as a picnic in the park?
Answer: Tell It to the Cubs lunches, new this year, are only a first step. We are working on improving communications. We send emails of game time changes and other news and notes. We're designing a plan regarding promotion items and how we can provide them if you miss a game. Every season ticket holder should hear more often from his/her ticket office representative. This is an area we know we can improve.
22. Any chances for upgrades to the Season Ticket holder seat packages? Can you go from a Combination Plan to the Full Game Package?
Answer: Our high renewal rate generally means there is little chance to move up. To us, it's also important to preserve single game tickets for the fan who cannot afford season tickets.
23. Any chance of getting an escalator for the Upper Deck?
Answer: It's a hard one given the space limitation of the current ballpark. But as the park is modified and the Triangle Building is built, etc., there will be enhanced opportunities for escalators and elevators.
24. The sound in the seats below the press box is too loud.
Answer: We will check it out.
25. Will ownership commit to taking no profits until Cubs win a World Championship?
Answer: We understand the frustration. We have won two division championships (now three including 2008) in the last five years. Our mission statement has changed this year and is (as of this writing) available on cubs.com. Our goal is singular - to win a World Championship for our great fans. We have the smallest front office in baseball and our commitment is to working as hard as we can to win on the field.
26. How much will ticket prices go up next year?
Answer: We have not decided yet.
27. The team is comprised of a good mix of talent. Are you spending money consistent with your commitment to win?
Answer: We believe we have a great team, with a good mix of veterans, free agents and home-grown talent. Soto, Marmol, Wood and others are products of our system and scouting. Others on the current roster were traded for players in our system. Still others were part of top free agent signings. We are excited about our team and the resources devoted to putting it together.
28. I sit in Section 433 and it's hard to hand over a ticket when carrying food up the ramp, why don't ushers know me after seven years?
Answer: See #1 above. The crowd control personnel on the ramps are designed to be able to check and keep the aisles clear in the upper deck.
29. I have not received much if any contact from my ticket office representative.
Answer: We understand these issues and know we can do a better job. One of our initiatives for the future is to make sure ticket office account representatives do a better job making themselves available to fans. A season ticket holder Web site can help as well. Communication is important here.
30. Is the team considering personal seat licenses?
Answer: Many clubs are doing it. The strong secondary market shows the face value of our tickets does not approximate the market value. Personal Seat Licenses have advantages for fans who are concerned their seat privileges may be revoked from year to year as ownership changes or the club makes changes to the ballpark. The team is aware of the economic implications on you, though, and would only approach this topic with a lot more study.
31. Any chances to schedule Friday games to again start at 2:20 p.m.? Or how about Friday nights? We love the later start times on Fridays.
Answer: We liked the Friday 2:20 starts as well, especially when the team is returning from a road trip the night before. But these games are currently prohibited by City Ordinance. As you read in the papers, we've also talked about one or two Friday night games, when are schedule dictates. If you feel strongly, fans should contact local elected officials and participate in the discussions when the public debate occurs.
32. Is there a way to salute Cubs players other than those whose numbers are retired (and the flags on the grandstand roof)? What about Tinkers, Evers, Chance, etc? How about a marker to commemorate where Gabby Hartnett's homer landed?
Answer: We will discuss this idea. Right now, the retired numbers are a limited and very special group. We nonetheless honor many former players with banners in the concourse, rooftop flags and granite markers in the sidewalks at the entrances and around the outside of the ballpark. We of course know there are other Cubs who are a part of the team's great tradition and it is not our intent to diminish their contributions.
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