In the summer of 2015, Joe was hired by the Kansas City Royals' Guest Services department to monitor their digital platforms during games to help address issues of guests, security concerns and service recovery. The platforms included Twitter, email and their text messaging system. By coordinating with all departments of the organization, the Guest Services team was able to provide outstanding customer service that helped address concerns of all guests of Kauffman Stadium.
This was particularly important during the 2015 Major League Baseball playoffs, when the Royals hosted eight playoff home games on their quest to becoming World Series champions.
During the 2015 MLB winter meetings, the Royals were highly regarded for their Guest Service digital efforts and many teams consulted with the organization to help replicate it across the league.
Here are just a few examples of the work that the Royals Guest Service Twitter account (@RoyalsAssist) provided during the early part of the 2016 season while Joe trained his replacement (due to taking a full-time job with Kansas Speedway). Due to Joe's social media plan, the Guest Services team continues to provide excellent customer service on the Royals' digital platforms.