When MSG Hospitality Is Not So Hospitable

Derek over at the Battle of New York shared a disturbing tale today of some fellow Garden Faithful getting the heave ho during last night's debacle:

A couple of MSG security guards played the role of Scrooge ejecting three spectators who donned Ranger jerseys and sat in the last row.

The reason was that they were not “properly seated.”

This is far from the first time that the security guards have overreacted during a game. During games you regularly see two guys arguing in the crowd - perhaps over words or spilled beer - and 25 security guards come rushing over as if Osama Bin Laden was spotted in the crowd. Don't get me wrong, there are some decent guards (usually off duty cops) who do what they have to to keep order and that is it. But the majority of the green jackets around the Garden come across as hired thugs just looking for an excuse to flex the little power given to them. They blow things out of proportion while doing it, creating an even larger spectacle that often takes focus away from the game. It is ridiculous and it creates even more dangerous situations.

While I have mostly avoided such situations, I also have a bone to pick with the red coats - the ushers. The ones down by the expensive seats have been around forever and will manhandle you if you are in the seat of the proper ticketholder - during warm-ups! I have no problem with moving, just have some courtesy and ask. Courtesy is also lacking with the ushers up in the 300s. Several times this season, in their attempts to curry favour and earn a dollar or two of a tip, they are showing people to their seats while play is going on. As I am near an aisle, they block my view and I voice my dissent - politely (at first) and never with blue language. On one occasion I pointed out that the usher should know better and was told "go f--k yourself." Wow, what courtesy. Last season I had another usher who stood a foot in front of me figuring out where row M was (my part of the section only goes up to L) and, after I said he should know better, threaten to throw me out or kick my ass - I was allowed to choose. I chose to point out that there were dozens of witnesses and he should go back to doing his job. He did.

My point is that while there are some fantastic Garden staffers making life better for us customers - from the hot dog guy who makes his way around the 300s ("C'mon guys, who's hungry??) to the beer girls at the rock n' roll bar downstairs (Let's go Range-asssssss!!!!) - but there are a good number of those who need to be replaced. We spend a lot, a LOT of money at the Garden and get very little (few giveaways, fewer deals and right now, disappointing effort from the players). The least they could do is treat us nicely and offer a modicum of respect.

 When MSG Hospitality Is Not So Hospitable: An Inside Look

Madison Square Garden (MSG) is one of the most iconic sports and entertainment venues in the world. It has hosted countless memorable events, from historic concerts to thrilling sporting contests. However, not all experiences at MSG have been positive, particularly when it comes to hospitality. In this article, we'll delve into instances when MSG hospitality fell short of expectations and examine the impact on attendees and the reputation of this renowned venue.

I. Madison Square Garden: A Legendary Venue

Historic Significance: Madison Square Garden, often referred to as "The Garden," has a rich history dating back to its original opening in 1879. It has hosted a wide range of events, including NBA and NHL games, concerts, and political rallies.

Iconic Status: MSG is considered a symbol of New York City and is home to the New York Knicks (NBA) and the New York Rangers (NHL). It's a sought-after venue for performers and fans alike.

II. The Importance of Hospitality

Customer Experience: Hospitality is a crucial component of any event venue. It encompasses everything from ticketing and concessions to the behavior of staff and the overall atmosphere.

Expectations: When people attend events at Madison Square Garden, they have high expectations for a memorable and enjoyable experience.

III. Instances of Hospitality Falling Short

Ticketing Woes: Reports of ticketing issues, including problems with purchasing, lost tickets, and confusion at entry points, have left attendees frustrated and disappointed.

Concession Complaints: High prices, long lines, and limited food and drink options have led to dissatisfaction among fans who expected a more convenient and enjoyable dining experience.

Arenas Unkept: Some attendees have voiced concerns about the cleanliness and maintenance of certain areas of the arena, detracting from the overall experience.

IV. Impact on Attendees

Frustration and Disappointment: Attendees who encounter hospitality issues at MSG often leave with negative feelings about their experience, which can overshadow the event itself.

Diminished Return Visits: A poor experience can deter attendees from returning to Madison Square Garden for future events, impacting long-term attendance and revenue.

V. Addressing the Issues

Fan Feedback: Madison Square Garden has, on occasion, taken steps to address hospitality issues by listening to fan feedback and making improvements.

Continual Improvement: Recognizing the importance of hospitality, MSG should continually strive to enhance the overall experience for attendees.

VI. Frequently Asked Questions (FAQs)

Q1: Are hospitality issues a recent problem at Madison Square Garden?

A1: No, hospitality issues have been reported at MSG over the years, with occasional improvements made in response to fan feedback.

Q2: Does Madison Square Garden have a customer feedback mechanism in place?

A2: Yes, MSG typically provides avenues for attendees to provide feedback, such as through surveys and customer service channels.

Q3: Has MSG taken any significant steps to improve hospitality in recent years?

A3: While there have been some improvements, ongoing efforts are needed to ensure consistently positive hospitality experiences for all attendees.

Madison Square Garden's reputation as an iconic venue is well-deserved, but it's essential to remember that the hospitality experience plays a significant role in shaping attendees' perceptions. When MSG hospitality falls short of expectations, it can lead to frustration and disappointment among fans. However, by listening to feedback and making continual improvements, Madison Square Garden can ensure that its legendary status extends to the overall experience, providing attendees with fond memories and a desire to return for future events.