PUSH Magazine Volume 3, Issue 2

Volume 3 // Issue 2

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Field Notes What a pleasure it has been to hear from colleagues across all market segments that are excited to see business moving forward, if not as per usual, at least with encouraging momentum and optimism for the remainder of 2022 and beyond!

In the Rights Holder Issue, we profile a trio of noteworthy individuals and organizations that are doing their best with innovation, perseverance, and education to better the lives and environment for the athletes, members, and communities they serve. In this issue, we celebrate them.

The Summer months are always a time to take a moment to unplug, rest, relax, and recharge. We are now seeing more and more organizations plan weeklong shutdowns during holidays, such as the Fourth of July. We must all remember, “it’s a marathon, not a sprint.” The pandemic led to unprecedented burnout, historic resignation rates, and a mental health crisis. More and more organizations realize vacation days are no longer just a perk; they are becoming a requirement.

We have witnessed people taking less official time off because most of us were, and still are, living a virtual working lifestyle. Employers are recognizing that while it’s exciting, a change of scenery, and even fun, it does not solve burnout.

No matter your interest, there’s sure to be something to inspire you in this issue of PUSH Magazine. Be well my friends, keep smiling, and enjoy the read!

x Matt Dunn

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TABLE OF CONTENTS 6 Rights Holder Spotlight USA Artistic Swimming 14 Five Things that Matter in Life 16 Rights Holder Spotlight Fresh Junkie 22 Sleep is a Do Over for Your Brain 26 Rights Holder Spotlight IMG Action Sports 32 Slow Down 36 Take the Vacation 38 Industry Confidential

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RIGHTS HOLDER SPOTLIGHT

Adam Andrasko

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What is your title and how long have you held the position with USA Artistic Swimming?

CEO – 3.5 years What is your current organizational structure under the United States Olympic and Paralympic Committee?

As an organization we are a stand alone 501c3. As the recognized NGB for artistic swimming we are directly connect to the USOPC in multiple ways. The governance of the Ted Stevens Act/Empowering Olympic and Paralympics Act, SafeSport, and a few additional categories. This also means that we are the entity responsible for developing and selecting the National Team and in turn receive a level of support from the USOPC. What is the % breakdown of your revenue ?(memberships, sponsorships, event income over expenses, program fees, grants, etc.) https://www.teamusa.org/usa-artistic-swimming/about-usa-artistic-swimming/governance-reports Our 990 can be found here, but to make it easy 60% is membership, 30% is events/certifications/programs and the remainder is sponsorship/philanthropy/USOPC Grants What have been your biggest challenges thus far in 2022?

The impacts of COVID are still relevant in our membership numbers. That is a big factor in the way we are able to operate, but I have an incredible team and throughout the trials and tribulations we have been incredibly nimble, creative and smart. I don’t see anything as a “biggest” challenge. That said, I would be remised not to suggest that operating everyday as a small NGB is not a big challenge.

Expectations are incredibly high from multiple constituents and margins (revenue and 8

human resources) are incredibly small.

that is what is most amazing.

Recently you began paying your National Team members. How were you able to make that happen and what has been the response from the athletes?

What are you looking for most in a destination RFP response?

This is an important area for those that follow Olympic sport to understand. As the NGB we fully fund the training of our national team.

Approximately $800k of $1.7 million funds the national team training, travel, coaching, etc.

We don’t have the funds to directly pay the athletes.

This is where the USOPC connection comes into play. Part of our approximately $170k of approximately $350k National Team Funding from the USOPC is used to fund our athletes.

Paying athletes a nominal amount to pursue their dreams is a big step for USAAS, but I used the term nominal with purpose. We are not even close to paying our athletes the amount they deserve. Fortunately our athletes have seen success at international competition in 2022 and as a result they will receive prize money that I hope will get them above the poverty line. USAAS will strive to do more, but as I have previously shared the margins are narrower than most businesses could imagine.

In a competitive Olympic landscape, how do you set your sport apart?

The sport is called ARTISTIC Swimming. The sport name requires us to be creative. Every member of the 9 person staff lives that each day. We think differently, we act differently, we are simply different and being different has made us more successful than most imagined this organization could be.

Remember we were the best in the world. We were very far from that 3.5 years ago, but because of incredible athletes, coaches, members, volunteers, employees, we are back in the to conversation and if you sit in my seat,

If you have a pool prioritize a USA Artistic Swimming event. We have proven numbers, our athletes are fantastic humans, our staff will make it easy on you and the venue. Artistic Swimming national and international events are an easy win for any city that has a pool. Support it and we will come.

How does the dynamic work between the office in Colorado and the National Team training in California?

It is approximately 1,000 miles from COS to LA. We are one team. We Move As One is the organization slogan and the staff lives it. We each have our specific roles, but everyone sees how they impact each other. The athletes and coaches know who the office staff is, they realize that their work, generates revenue that supports their work. The simple synergy is that everyone is giving all that they have. That is all a leader can ask for and I am so fortunate to be a part of a company that has athletes, staff and beyond that do that.

Recently USA Artistic Swimming and FINA created a Virtual World Series event via webcast.

How did that concept come to fruition as the logistics between the international governing body and countries across the globe had to be tedious?

To date there have not been three virtual world series events supported by FINA. The USA has hosted or cohosted two of the three. COVID had far more negatives than positives, but through the pandemic we were forced to do things differently and that is what the Virtual events were.

Because the nature of our sport does not require us to compete directly against an opponent we are able to video the routines and have them 9

judges in this format. That makes it sound easy.

Tedious is the word that you used, but I would say collaborative is the leading word. Athletes needed and wanted to compete.

This opened the door. We coordinated a detailed schedule, pulled together a plan that we “believed would work” and we executed, evolved and executed again. This endeavor deserves a tip of the cap to every athlete, videographer, team leader and staff member involved. Especially those that were on the front line of it. I reflect on this endeavor and think how fortunate this sport is to have people who are so willing and capable of executing a wild idea. And they make it look so simple. It wasn’t, but it was successful.

You currently have an opening for the USA Artistic Swimming Foundation Executive Director.

Presently, fundraising for all causes has evolved breeding all kinds of virtual opportunities. How do you see this vacancy growing the sport of artistic swimming?

I see philanthropy as the best revenue resource for all NGBs. This position has the opportunity to put the story of Olympians, grass roots athletes, human improvement, healthy lifestyle and more in front of people who have the capacity to give and want to give to the purest American sport dream, or to simply make their community, our country or the world a better place.

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Getting to know Adam Where would you most like to live?

I am a small town kids (Hawk Run, Pennsylvania, it even sounds small), so to live in Colorado Springs that is an ideal place for me, but with most things in my life, the path may take your somewhere else and it is my responsibility to make that place as good as it can be.

What is the most prized possession you have in your office?

I have four photos in my office that I look at every day. Wedding photo, Witt photo (oldest son), Vann photo (youngest son) and a photo of the three of us. I look at those every day and realize that what I do is important, but that is most important.

Those reminders are important.

What do you enjoy doing outside of work, what are your hobbies?

I have too many. I fly fish, golf, play softball, officiate wrestling and there are a few more that take less time. Rio (my wife) would definitely call me a hobbyist. As usual she is right.

What is your favorite sporting event annually?

I am and will forever be a baseball guy, so the World Series. Yes I played football in college and officiate wrestling now, I work in Olympic sport, but baseball will always be the sport that pulls me in the most. That is not to say that I’m not pulled in by nearly every sporting event that there is.

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RIGHTS HOLDER SPOTLIGHT

MIKE WATTIGNY What is your title, and how long have you held the position with FRESHJUNKIE Racing?

I am the Marketing, Creative, and Communications Director. I merged my event company with FJR in 2019, then officially took over Mktg and Creative in 2020.

Where is FRESHJUNKIE Racing based, and how many team members does the company employ?

FRESHJUNKIE Racing is headquartered in Baton Rouge, LA, but we have remote workers across Louisiana and Missouri. We currently have a team of 10 full and part-time employees, with a roster of weekend event staff.

What is the number of events FRESHJUNKIE is producing on an annual basis, and on what sports are you focusing?

We produce 18 events annually. 13 of the events are owned and produced by FJR, while 5 of the events are production contracts.

What have been your biggest challenges thus far in 2022?

The supply chain and shipping have been the most significant challenges. We’ve adapted well by being further ahead than ever; however, designing and ordering so far in advance of an event is hard. As we emerge from the pandemic, participants have waited longer to register, making final order numbers tough to predict.

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FRESHJUNKIE Racing events are hosted on a large scale and take place in unique venues.

Some allow for opportunities that would never exist otherwise (running on the football field at LSU). What goes into making these venue ideas come to fruition?

A tremendous amount of planning has led to some exceptional venues we can work with.

Our work with LSU was years in the making as we navigated through various departments in a university that size. The critical factor has been the relationships we’ve been able to build. Finding a champion who has the final approval or someone willing to advocate for us with that person was integral to getting access.

Your owned events have a history of creating a significant economic impact for the destinations where they occur. What methodology are you using to showcase these numbers?

Data is an area we are continuing to develop.

I joined the Sports Events and Tourism Association in the middle of the pandemic (summer of 2020). Without events to produce, I found myself with lots of time on my hands and researched continuing education opportuni-

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ties. I came across the Sports Tourism Strategist curriculum (previously CSEE) and thought it would give me the insight to be a better tourism partner. That opened a floodgate of opportunities to learn what data sports commissions and convention and visitors bureaus are seeking. As we work with more of these organizations, we are asking better questions of our participants and providing data for our partners that are relevant to their goals.

How do you set your events apart in a competitive endurance sport and running landscape?

Knowing that each participant is signing up for different reasons and goals, we want to ensure they have an exceptional and memorable experience. Focusing on the details is an essential key to setting our events apart. As athletes, we know the little things matter. From how we design the course to the communications and the event day itself, we aim to create a memorable experience for our participants, partners, and communities we impact. Being from Louisiana, we know how to throw a party, and each event features a fabulous post-race party to truly celebrate the participant’s accomplishments.

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Are you bidding new event opportunities out in the marketplace, and if so, what sets a destination apart from the rest?

We are actively working towards new event opportunities, but unlike some of the national brands or tournaments, we are not shopping around an event for a market. Our approach is to find a tourism partner who wants to create something unique that highlights the community and drives results. A great example of this is our relationship with Auburn-Opelika Tourism. We connected with them through our association with Tuscaloosa Tourism & Sports. AO Tourism helped to connect with Auburn University, which led to the creation of the War Eagle Run Fest. This Half Marathon, 5K, and Kids Mile finished on the 50yard line of Jordan-Hare Stadium providing an incredible experience for the participants while driving tremendous tourism impact.

As we push past the coronavirus pandemic, how have FRESHJUNKIE Racing’s expenses

Getting to know Mike

fared through the increased costs of producing events ?

Like everyone in the industry, our costs have risen. We’ve adapted by putting an intense focus on eliminating waste. Our ordering is further out, and our calculations on deliverables are dialed in. Driven by closely looking at the data of registration patterns, no-show rates, etc. has allowed us to battle some of the increased costs.

FRESHJUNKIE Racing offers a turnkey product for event creation. What are some of these solutions?

FJR can provide nearly everything for an endurance event: ideation, strategy, planning, sponsorship, marketing, production, and reporting. We own all the event production equipment, which allows us the flexibility to deliver endurance experiences ranging from small to many thousand participants.

the freedom to work wherever I want.

Where would you most like to live?

What do you enjoy doing outside of work, what are your hobbies?

I currently live in the Town of Abita Springs, nestled on the north side of Lake Pontchartrain from New Orleans. I love living here. I’m in the country with easy access to New Orleans and Baton Rouge.

If I have the opportunity for a vacation home it would be along the Alabama or Florida gulf coast.

I absolutely love to travel. I’ve been blessed with the opportunity to be a race announcer for triathlons and marathons for almost 20 years that’s taken me across the country and to Beijing. I also enjoy working out, swimming, biking, and have recently started to expand my culinary talents.

What is the most prized possession you have in your office?

20 This is boring, but it is my laptop. It provides me

What is your favorite sporting event annually?

College football is my favorite and the CFB Playoff is always fun. I love the whole atmosphere of college football, the tailgating, the rivalries, the excitement of the games. You can see why I love the Tiger 10K and the War Eagle Run Fest so much!

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Sleep is a Do Over for Your Brain

Sleep deep cleans what builds up in your brain.

Ensure you get a proper reboot If you have ever struggled to make it through a workday after a late night out can tell you that sleep is essential.

Sleep experts continually add fascinating new reasons to the long list of why we sleep, from reinforcing learnings to cleansing emotional, painful memories to inhibiting unnecessary and cranky arguments with your loved ones.

A most exciting recent discovery to add to the list, and bad news for those who do not get enough sleep, is that we now know sleeping washes toxins from the brain.

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Noggin showers During non-REM sleep, a large amount of cerebrospinal fluid washes the brain; this cleans out toxins created by everyday use that can clog the brain.

Throughout non-REM sleep, our neurons begin to synchronize by turning on and off. When our neurons briefly stop firing (turning off), they do not need as much oxygen. This pause results in less blood flow to our noggin. At this moment, cerebrospinal fluid moves in to fill the oxygen void in the space left behind.

So, in summary, sleep allows your brain to take a shower, rinsing the toxins that build up as a part of our daily routines.

Good news, bad news This discovery may be game-changing for Alzheimer’s patients. Further research could lead to a treatment plan focused on increasing the cerebrospinal fluid within the brain through nonREM sleep. This solution could lower patients’ need to rely on a medication-only approach.

More than just individuals with Alzheimer’s and other neurological conditions should take note as this discovery affects just about everyone. At a minimum, the finding further displays how vital sleep is to the brain and our general health.

Sleep is serious business as you need it to keep healthy brain function.

Therefore, the next time you say to yourself, “just one more episode” while streaming. Or “I have to get up and fold the laundry.” Take a beat, remember this finding, and consider the toxins that have built up in your brain throughout the day. They will stay there if you do not turn off the lights and emphasize sleep.

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RIGHTS HOLDER SPOTLIGHT

CHRISTIAN DEMPSTER

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What is your title and how long have you held the position with the Action Sports division of IMG? I’ve been on contract with IMG for over 10 years.

I started out as an Operations Manager, but quickly moved into my current role as Event Director.

What events and locations are you directly managing?

During my tenure with IMG, I’ve had the opportunity to be part of numerous properties. Everything from launching The Color Run internationally in countries like Canada, Japan, and Korea, to overseeing the production of the Prudential 4.01K Race for Retirement in Washington DC. Currently I oversee the Escape from Alcatraz Triathlon and the SBD World’s Strongest Man. Obviously, the Escape from Alcatraz Triathlon takes place in San Francisco, CA. However, the SBD World’s Strongest Man changes locations every couple of years. Most recently we produced the event in Sacramento, CA.

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What led you to event management?

Honestly, I kind of fell into it. I always wanted to be in sports, and I thought coaching was going to be that route. However, while getting my Masters in Sports Management at the University of San Francisco I was lucky enough to land an internship with the Super Bowl 37 Host Committee in San Diego, CA. After completing that role, I was offered a role with the San Diego International Sports Council overseeing event bidding and production and the rest in history.

How are you working with your partners to grow the offerings of these various events (concessions, Wi-Fi, more corporate events, festivals, etc.)?

Ironically, we just had a very successful launch of the ticketed VIP Experience at the World’s Strongest Man this year. When I first joined the WSM team, there was no elevated experience offering for consumers and I felt that was a missed opportunity. It took a couple years due to COVID, but we were finally able to put the program in place and it was a tremendous success.

What benchmarks are in place when reviewing an event’s success?

There are always financial goals tied to each property, we all have bills to pay. However, depending on the property, there are other metrics used to gauge success (i.e., growth of the event/property YoY).

How often do events under your management go out for bid?

It really depends on what new properties come into the Action Sports division, but currently the SBD World’s Strongest Man is the only property I work on that goes out for bid.

Are there any expansion plans for IMG’s Action Sports division, any additional event acquisitions in discussion?

IMG Action Sports is always looking to grow and add new properties to its portfolio, either via creation or acquisition.

What have been your biggest challenges thus far in 2022?

Simple, in-between on COVID. All of us are unsure on what’s going to happen, what’s not going to happen, what are the protocols from each municipality? A lot has changed; for example, we’ve seen the cost of steel go up significantly on scaffolding and trusses. We face unforeseeable, on the spot changes that create challenges on each event.

What’s the feeling that you want athletes and spectators to take away from visiting and competing at IMG events?

The great part of events for me is building something from the ground up, having athletes, family, and fans enjoy their experience with you so much that they share it with you and say that they look forward to seeing you again next year, and then breaking it all down.

It will never be perfect, but striving to make sure those who come to our events leave with great memories that last them a lifetime, that’s my 29 goal.

Getting to know Christian

Where would you most like to live?

I really enjoy living in Southern California, but wherever the journey takes me.

What’s the most prized possession you have in your office?

There are so many pieces with strong sentimental value, it’s hard to choose just one.

What do you enjoy doing outside of work, what are your hobbies?

Enjoy spending time with family and friends, and when time allows playing 18 holes.

What is your favorite sporting event annually?

Masters, US Open of Golf, and Super Bowl.

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It may sound nuts, but slowing down may be the secret to your success “Doing more with less.”

“Pick up the pace.”

“Work faster.”

“Every day, I’m hustlin.’”

Do these quotes sound familiar?

Our social media world sees entrepreneurs and influencers pushing the benefits of jostling several tasks and long hours. Nowadays, highlighting a busy lifestyle, or portraying a lifestyle filled with hustle, has become more important than producing outcomes.

I’m not bragging here, but when I started my various business ventures, I logged too many hours and overworked myself. Some weeks I worked 80 to 90 hours. I made the error of mistaking hustle for productivity and, at times, misjudged work for

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results. In no way was I practicing mindfulness.

I placed the work above celebrating small successes, canceled fun trips, and time with friends and family. I went through each day feeling like I would be more successful if I worked harder and logged more hours. I was wrong, and after creating healthy habits resulting in a significant weight loss, I lost my way and gained it all back by falling into my old ways.

The remedy to constantly pushing harder and harder is to slow down. It may seem odd, but the difference between success and failure can be slowing down or between prospering and burning out.

As we watch life coaches and influencers hype the hurried lifestyle on social media, leaders who continually create results deep down know that slowing down leads to building the foundation for success.

Below are four reasons how slowing down can

help kickstart success, appreciate a sense of fulfillment, and create the lifestyle you chose.

1. Clarity.

A hectic lifestyle can aim you in the wrong direction. Repeatedly we see colleagues working themselves to the bone, speeding down a road that will never lead to success.

By slowing down, you are making the necessary time for clarity.

Schedule one hour with yourself each week.

Think about your objectives and examine the challenges and opportunities right in front of you. What is working, what is not, and where can you better focus your energy for the next few days until your next check-in.

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Do

not

sacrifice

your

health.

It is pretty simple; you can’t create your dream lifestyle if you cannot perform. In my case, my weight gain could have been worse. Was a rapid-paced

lifestyle worth it to sacrifice my health? No, never.

To succeed, we must find time to respect what our mind, body, and spirit need to stay and maintain our health. There are 24 hours a day. Through concentrated efforts, you can find the time to exercise, cook healthy meals, meditate etc.

Ex. On average, we spend over an hour daily on Instagram, Facebook, LinkedIn, and other social media platforms. This time can be better spent on something healthy and productive. We can all be the World Champion of making excuses. Build your healthy habits, whatever they may be, to give yourself the attention your mind and body deserve.

3. Manage your emotions.

Many of us fail to tap into the advantages of our emotions. Emotions provide a look into who outside stimuli trigger our thinking. Those that seek and earn success are mindful of and manage their feelings. They do not allow them to result in destructive behavior or adverse action.

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Slowing down allows us to feel the emotions we are experiencing and describe them. By doing so, you can begin to process and will enable them to direct you to a healthy response.

Do not shy away from anger, as it can be a good emotion. Anger informs you that something is afoot, and if you can harness your anger, it can give you the energy to replace it.

When you move in different directions by working yourself to the brink, inconsistency and unpredictability will allow anger to get the best of you. The harmful effects of anger can negate your progress and hold you back from realizing success.

Slowing down helps you control emotions into positive actions that will serve you well overall.

4. Sound decision-making.

One unwise decision can derail all the arduous work you have invested. Simply put, if you run with the “pedal to the metal,” your engine will

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eventually overheat and break down.

Slowing down allows for rest, relaxation, and reducing stress. When your mind is not running a million miles an hour, it becomes accessible and clear to soak up information, evaluate circumstances, and make sound decisions.

This approach will help you work more effectively, with greater clarity, faster, and more enjoyment.

How might you invest more time and energy into slowing down? Think about the advantages outlined above and focus on one step to help bring more balance into your everyday life. Test one out, see how it goes, and then try another. As someone who hustled himself into an unhealthy condition, I can tell you from firsthand experience that life is much more enjoyable when you find a healthy balance.

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Take the Vacation Annually 212 million vacation days are lost; Studies show that even vacation planning improves happiness Culture in the United States promotes working more and taking less time off.

This style fosters physical and mental health challenges. When overworked, stressed, and overwhelmed, your worklife balance is off-kilter, and you must ask yourself if it’s time for a break. Taking time off provides several health benefits, but circumstances inhibit employees from taking a breather.

For example, furloughs, layoffs, lean staffing, and budget cuts make it tricky for us all to get away for a brief period.

Appearing less dedicated than other coworkers stimulates fear of taking a vacation. Below are six benefits of taking a vacation that outweigh the pressure of planning an escape.

Six vacation health benefits A few benefits of people who take vacations are reduced risk of heart disease, a positive outlook on life, lower stress, and an increased focus on achieving goals. Still skeptical? Here is a list of additional benefits to taking time away from your profession.

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1. Enhanced physical health Stress is the main contributor to high blood pressure and heart disease. For both women and men, those that take a vacation every two years versus every six years will reduce the risk of heart attack or heart disease.

2. Better mental health Constant exposure to stress can change your brain structure to bring on depression and anxiety. While on vacation, a sense of calm arises and relieves stress, allowing the body and mind to mend and settle in ways they could not if still under pressure. Even after

a vacation, sleep quality, overall mood, and physical restrictions may improve compared to before vacation.

3. Motivation Most of us are more productive and focused following time off. Other side effects of stress include difficulty achieving specific tasks and memory issues. Vacation can help declutter your brain, improving your mental health, reasoning, and awareness.

4. Reducing burnout

Employees who consistently take advantage of relaxing vacation days are less likely to burn out. Time away allows them to become more productive and creative compared to their unrested, overworked colleagues. If we don’t manage burnout appropriately, we’ll never be at our best to assist others personally and professionally.

5. Better relationships If broadening relationships is important to you, time enjoying life with loved ones is important. Studies have shown that relationships experience high energy levels throughout the vacation process, including planning, traveling, and daily activities.

6. Increased happiness Simple vacation planning creating a sense of something to look forward to can increase happiness significantly. Most will experience a higher sense of well-being and happiness for weeks after taking a vacation.

Plan a vacation, if possible. When you unplug from the stress of your personal and professional life, it can turn around your mental and physical health, relationships, motivation, productivity, and overall perspective. Taking time off will allow you to feel refreshed and handle whatever obstacles are thrown your way upon your return.

So, if you haven’t planned for a vacation this summer, do so now and thank yourself later.

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Industry Confidential Check in every issue for the unfiltered thoughts of our guest writers and contributors as they discuss the hottest topics in sports tourism. Join the conversation by tweeting us: @pushsports In this issue, our guest writer discusses the subject of client and customer service.

What is your organizational balance of customer acquisition versus retention?

Do you have an internal customer service strategy mapped out each fiscal year?

It costs five times more to attract a new client than to keep an existing one. A primary system for all organizations in the sports tourism industry should be to retain clients and build long-lasting relationships to avoid increasing client acquisition and customer service costs.

Over the last decade, there’s been a shift as sports tourism organizations focus on client acquisition rather than retention. Addition38

ally, we’ve seen only a small percentage of organizations in our space that consistently have an equal emphasis on both client acquisition and retention.

Customer care and support are essential business processes within our segment of the overall tourism industry. Remember the saying,” fool me once, shame on you, fool me twice, shame on me.” It only takes a couple of poor experiences for a client to switch brands. Is your organization focused on customer service in this manner? Do you regularly work to improve your internal customer service, or disregard it and go back to other tasks?

Good client experiences and service are crucial in today’s industry environment. An organization’s success equals an outstanding product and excellent customer service support. The reassurance that a client feels from reliable customer service can turn the tide when selecting a destination to award an event or putting faith in a rights holder that participant numbers will be realistic. This is even more critical post-pandemic as we watch information rapidly change and clients hesitate about closing a deal.

We must build rock-solid relationships to retain revenue, build trust, and fully understand your clients’ needs, thus providing the best service and experience possible to set ourselves apart.

A proactive mindset and an advanced understanding are critical while forecasting where and when clients and customers may have questions. This mindset will help to respond to customer inquiries timely and accurately. To expand your customer service offerings, think of methods to present relevant data to new clients and customers, provide service promptly, and have readily available knowledge of your portfolio and ever-changing internal and external factors.

To stand above the competition, those having a direct dialogue with clients and customers should possess leadership skills, be keen on helping others, and have strong communication and problem-solving skills through local and industry connections. Having patience with complex issues and the ability to thrive in a pressure-packed atmosphere are also essential characteristics of those on the front lines.

Since the pandemic, technology has become an indispensable trend. The shift from phone calls to video meetings has added an opportunity for direct connection; however, this has also caused a direct increase in email frequency. A quick communication tool for meetings and project management is essential. The communication must, and has, become straightforward, friendly, and rapid to simplify the process and facilitate customer requests.

A focused client and customer service strategy is essential in the new sports tourism space and, given the latest trends, can set you apart immediately.

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