Service Training by Service Scouts

Our Service Training program launched with the goal of creating the best guest experience in North America. It sought to define a vision of world class service while providing a measuring tool for results. Since 2013, our Service Training has evolved into a service platform that transcends the guest experience to a higher level.


“The team at Service Scouts is thoughtful, diligent and experts at what they do. We have worked with the Service Scouts team alongside several mutual clients and can say that without a doubt their work produces better team members, better service experiences and better organizations.”

– Sam Caucci, Founder & CEO, 1Huddle

“Over the past six years, we have undergone some incredible transformations – our hockey team, our arena, and our commitment to the community. But the achievement I am proudest of, is how we have been able to transform our customer service. I am honored when our season ticket members, guests and corporate partners tell me how great our guest services team has become. “

– Jeff Vinik, Owner, Tampa Bay Lightning and Tampa Bay Storm

Rick Mears Joins Service Scouts!

“I’m excited and honored to join Service Scouts! I began working with Jim Smith and Service Scouts in 2000. Jim’s positive enthusiasm, and passion for quality guest service is motivating and desire for continual improvement in the area of quality guest service matches my own”, said Mears.

Rick recently retired as Vice President, Guest Services of the San Francisco Giants Major League Baseball organization based at Oracle Park in San Francisco.  Rick held this position for 20 years and 21 Major League Baseball seasons.

During Rick’s tenure the service culture at then AT&T Park was legendary throughout the sports and entertainment industry.  Rick trained nearly 2,000 event staff each year in customer service kindness, and led the effort for organizational accountability for service kindness.  Fellow Giants front office executives and industry peers refer to Rick as a never wavering evangelist for organizational service excellence.

Read Rick's Full Bio

Customized service training program specifically designed for the Sports and Entertainment Industry

Designed to enhance service levels and make lasting memories for fans

Increase sales through enhanced retention rates of fans and season ticket buyers

Provides actionable behaviors as well as standards of measurements for the delivery of world class service


“The decision to bring Service Training into our organization has infused a new level of fan experience to our employees and guests. A combination of the service concepts trained in class, collaborative engagement, and enthusiastic instructors provide our employees a foundation of service expectations they are able to easily identify with. Service Scouts Training also allows us to measure service benchmarks in order to validate our training investment and show service improvement across the organization.”

– Rhett Blewett, Assistant GM, Yuengling Center

Service Training by Service Scouts succeeds because of its simplicity:

    • Simple to understand.
    • Simple to inspire.
    • Simple to measure.
    • Simple to transform.

Our training covers a vision of service inspired by ownership, but brought to life through collaborative interdeparmental work.  By providing actionable behaviors and standards of measurement, a culture of world class service is developed.  The training program, specifically designed for the Sports and Entertainment industry, transforms culture by enhancing service levels which leads to lasting memories for fans.  This service enhancement leads to increased retention rates and sales.

“Working with Service Training has transformed my business. The proprietary tools developed by Service Training allow me to measure and therefore improve team member engagement and overall guest satisfaction. The results to my bottom line are significant with lower employee turnover and double digit revenue growth.”

– Emily Harrington, CEO, Tropical Smoothie Café

Contact Our Service Training Coordinators

Let’s schedule a chat to see how we can help your organization create unforgettable customer experiences.