Catching Up With Flyers Senior VP/Business Ops Shawn Tilger

Flyers Senior VP/Business Operations Shawn Tilger

Q: Is there a specific brand you particularly admire?

Tilger: Target. I think that they've done a great job in terms of identifying with their target audience, no pun intended. They've made themselves kind of a one-stop shop for any level of income. And the logo itself can't be more defined. They do a very good job not only in their advertising, but also in their customer service. Another (brand) I really admire is L.L. Bean because of their customer service and their ability, as old as they are, to identify with customers. They've done a really good job with keeping me brand loyal. 

Q: What's the biggest challenge you're facing during the recession?

Tilger: I think recessions are great times for opportunity to innovate and change business practices and strategies, kind of reevaluate your entire business. We really try to keep focused on opportunities that a time like this creates. 

Q: What's the best advice you have in dealing with the tight economic market?

Tilger: Being customer first is our motto here and I really think giving people the ability to plan and budget by over communicating with them what your business strategies and plans are and creating payment options that are more flexible and one-to-one related with the customer. (For our customers) we extended payment plans and we created a customer assistance department that basically works with our customers on a one-to-one basis to customize qualified customers for payment schedules. Our renewals are coming up but we are at 98% capacity right now so our fans are the best and they've been really loyal to us and have stuck with us. So our job is to make sure we're providing the best service we can and the best value we can at a time like this. 

Q: What would people be surprised to know you spend most of your day doing?

Tilger: I don't think people realize how much time we spend on customer service additions.

Q: How do you spend game days?

Tilger: I kind of have a routine. I wouldn't say it's superstitious, it just kind of works out that way. Obviously I wake up, read the newspapers, read online clips, play with the kids for a little while, then we have a gym here at Wachovia Center, work out for an hour, then during the day it's in meetings with various vendors, clients, staff, planning and creating strategies and whatnot. Then every night from five to six, I'll walk the arena bowl, the concourses, the hospitality areas, the amenity areas, making notes and observations on things we should change or take another look at. And then we have a standing six o'clock, I guess you call a dinner meeting, with PETER LUUKKO, JOE CROCE, JOHN PAGE and myself, just catch a quick dinner, catch up about the day, talk about the game. During game time I go up to the press box, watch the game, chit-chat with press and visit different clients and sponsors, basically troubleshoot, work on off-ice game night adjustments. (After the game) I'll go to the press conference, send out post-game notes and good-job e-mails to staff and then I go home. I usually get home about 11:30.

Q: If you were GARY BETTMAN for a day, what would you do?

Tilger: Wow, he's got a big job. I think the league does a very good job, and he does a very good job, with communicating with the teams and best practices and keeping everyone in the loop on the big picture. He created a client services division that I think is a real good investment under his direction and I think I'd continue to invest and enhance that. 

Q: You used to work for the Globetrotters. What is the transition from basketball to hockey like?

Tilger: I actually worked on the facility side in between there, promoting concerts and family shows. I've been very fortunate to get exposed to the promoter world first, working for the Globetrotters then the facilities side and now on the team side. I've had the opportunity with Comcast-Spectacor to learn different facets of the business so really the hockey, basketball, sports in general on the business side, comes down to three simple things all the time: acquisition, cultivation and retention. Obviously the sports themselves are different and the fans have different perspectives but those three things are kind of the same. 

Bernie Parent (r) One Of Many Former Flyers Now Working For The Organization

Tilger: We've really embraced our history and our tradition because it's the reason we have such a loyal fan ticket base and that all starts with ED SNIDER. We do several events through the year, and even every game, that look back on moments in history and we've even hired BOB KELLY, BERNIE PARENT, GARY DERNHOEFER, KEITH JONES, CHRIS THERIEN, all were former Flyers who are now either broadcasters or ambassadors that work with us in the community and fan development departments. (The Broad Street Bullies) made the organization what it is today so really embracing them and continuing to have them as a huge part of the organization is critical.

Q: You have a degree in government and law. How has this educational background helped you in your current job?

Tilger: The ability to negotiate and to communicate in written skills that that type of course work provided, not only with the verbal side but with the financial, and being able to communicate those type of things and listening skills, that really paid off.

Q: What sports business story will you be following closely in '09?

Tilger: Not to be a cop out but it's obviously watching what everyone's doing in relation to the economy. The impact on professional sports. Everywhere from corporate partnerships to premium seating to single game sales and business growth. It affects everyone.

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