The Seattle Mariners front office and PR department were busy prior to the start of the regular season thanks to Kevin Mather. Now, they have more work to do after Tweets and videos went viral on social media.
On June 18th, Dae Shik Kim Jr. and his brother went to watch the Seattle Mariners play against the Tampa Bay Rays but they didn’t go home happy. It all started with an usher coming down to their seats and checking their tickets.
For Dae and his brother, it didn’t seem like an ordinary check of their tickets.
After the incident, Dae made an official complaint with customer service, as one should. But even after that, the snowball kept rolling. The manager visited the two fans at their seats and it made me cringe.
According to the video, the manager wanted “proof” and even talked to the people sitting around Dae and his brother… seems like a bit of overkill to me.
Some commenters on Twitter questioned whether the usher was just doing her job and checking people she wasn’t familiar with (non-season ticket holders). But, Dae confirmed that the people sitting in front of them were non-season ticker holders and they weren’t questioned.
The conversation between Dae and the manager continued on the concourse:
One part that really bothered me was the whole “interview the section part.” Why does a manager need to confirm with every single person sitting by the two fans that the incident happened? Shouldn’t you believe the customer? I feel like that’s customer service 101.
As an Asian-American, these videos hurt me deep down and I can’t imagine being in Dae’s shoes in the moment. It seemed like the visit from the manager was a little unnecessary and like Dae said in the video, he didn’t want to make a scene and just wanted a phone call in a few days.
The Seattle Mariners have had their fair share of front office issues and this might be another example of it. So far, the Director of Guest Experience has taken ownership which is a good sign. There is still a lot of work to be done and stories like this are important to drive progress.