Fans First Reflection Assignment Directions: In complete sentences, answer each of the questions below. 1. What was your favorite quote throughout the book? Explain why. (2 points) 2. Why do you think Cole referenced Walt Disney so much throughout the book? (1 point) 3. Cole discusses how companies like 3M and Google have adopted what is known as the 20 percent rule, where their people are encouraged to spend 20 percent of their time on a project of their own initiative and choosing. What are your thoughts about this practice? (1 point) 4. How can you encourage and reward your new NBA team for experimentation in providing the best experience possible? Provide a specific example. (2 points) 5. The rules the Bananas implemented to transform the game of baseball are outlined on pages 160-162. Which rule stood out to you the most? Why? (2 points) 6. Cole discusses how the Bananas organization eliminated the word sales from their vocabulary because they know people do not want to be sold to. More specifically, instead of having a Director of Ticket Sales, they have a Director of Tickets. Is this something you would want to incorporate with your NBA team? Why or why not? (2 points) 7. John DiJulius, the author of Customer Service Revolution, teaches his staff the FORD concept to build connections with customers. With every customer, team members should ask about their family, occupation, recreation, and dreams. How could you incorporate information gleaned from these conversations into your service plan? (2 points) 8. Cole discussed the Five Es throughout the book, eliminating friction, entertaining, experimenting, engaging, and empowering. He suggests implementing one E at a time. For your NBA team, identify the order in which you would implement the Five Es and then provide a specific example of how you would address each of the Five Es in your business operations? ( 5 points) 9. On pages 279-280, Cole discussed setting aside money in the budget to reward your employees. Discuss how you might reward employees of your NBA team if you had $20,000 built into your budget for such expenses. ( 2 points) 10. In the section on supporting your team's growth, Cole discussed having job candidates submit a future resume because they're more interested in what they'd like to do in the future rather than what they've already done. How might this impact employee morale in a sport organization's front office? What position(s) would you include on your future resume? (2 points) 11. Cole describes First Fans as the organization's team members. He also describes the importance of the first day of work. How would you approach the first day of work for new employees of your NBA team? (2 points) 12. Throughout the book, Cole discussed the Five Es. What was identified as the "Bonus E?" (1 point) 13. On pages 227-228, we read about Shoreline Construction, a company whose owner said change was needed. Their owner called a team dinner with the goal of answering four core questions: 1) What is our client experience now? 2) What do we want it to be? 3) How can we be different? 4) What is the wildest thing you can think of? Answer each of these questions with respect to your new NBA team. (4 points)