The Findlay Market Opening Day Parade and the Cincinnati Reds

In the early days of professional baseball in Cincinnati, the competing teams would encourage fans to follow them to the field to watch the opening game of the season. The Findlay Market merchants became the largest and perhaps most enthusiastic group. By 1930, the parade had become known as the Findlay Market Parade, and the merchants assumed the role of organizing it as a way to kick off the Cincinnati Reds season. 

Neil Luken of Charles Bare Meats at Findlay Market has been the Chairman of the Opening Day Parade since 1998. He has his finely-tuned committee of merchants who review the entries, confirm the lineup, consult with local officials regarding route and logistics, and scurry around on parade day making sure all the pieces fall into place. Can you imagine trying to get almost 200 entries lined up and ready to step off at exactly noon? Although no one from Daisy Mae's is currently on the committee, we certainly appreciate all the effort that goes into making the event a success, and we marvel each year at how everything seems to go off without a hitch.

Photo courtesy of Elise Speeg

If you've never been to the Findlay Market Opening Day Parade, you are missing one of the best events of the year in Cincinnati. People of all ages, races, backgrounds, and socioeconomic levels line the streets and wave to the parade participants. It's the official start of spring in Cincinnati so whether or not the weather cooperates, the crowds are ready to celebrate a new season, and everyone is a Reds fan. The Veggie Gals from Daisy Mae's will be marching this year with our friends the Pillow People. We can't wait to give you a high-five and a "Let's Go Reds!" as we head toward Fountain Square. We'll be honoring a great Findlay Market tradition, saluting the Cincinnati Reds, and celebrating with all of you as we kick off the 2014 baseball season. 

 

Going the Extra Mile

At Daisy Mae's Market, we emphasize to our staff how important it is to "Meet and Greet" our customers. We feel that people have lots of choices as to where to shop for fresh produce, and in order to differentiate our company from the big box grocery stores, it's extra important to show our customers that we care about them. Shopping at Findlay Market needs to be more than just hurrying in to buy groceries...It needs to be an experience.
If you saw my post from March 12, you know that I'm not only a big fan of the Cincinnati Reds, but I'm also a big fan of their customer service department. The thoughts I expressed in that piece were reinforced when I was contacted a few days later by Michael Anderson, Public Relations Manager for the Reds. According to Mr. Anderson, my blog post "was the buzz in the office." It seems that the Reds had been spending the month of March training their entire staff, over 2200 employees, in the "Reds Way."  This training program emphasized, among other things, making a connection with fans. As it turned out, timing was everything, and my blog post must have been one of those "teachable moments" where the public relations department could show that the system was working.
One thing led to the next, and I received a phone call from Craig Warman, Director of Ticket Client Services. Mr. Warman expressed his appreciation for my story, and then offered me an opportunity to purchase two tickets that had come available. Of course, I was thrilled, completed the credit card purchase over the phone, and waited for the tickets to arrive in the mail.
If you're beginning to grasp the Reds' philosophy, you'll understand the tickets didn't come in the mail. No, for an organization emphasizing connecting with the fans, you don't just lick a stamp and put it on an envelope...You deliver the tickets in person.

Today, 2 days before Opening Day when I'm sure they had a dozen other things they could be doing, Mr. Anderson and Mr. Warman came to Findlay Market and hand-delivered my tickets. They went the extra mile...Not only did I get the tickets, but we also got another example to share with our staff about customer service...our own little "teachable moment."
Thanks, Mr. Anderson and Mr. Warman. Hope you realize your training goes way beyond those 2200 Cincinnati Reds employees.

The Customer is #1

Imagine you sell something that is in such demand that people will camp out in rain and freezing temperatures for 3 nights in order to be in line to buy it. And then imagine that those waiting to spend their hard-earned money on your product actually have fun while waiting for all those hours.
That's exactly the position the Cincinnati Reds are in. They have created just such a product, but it's not all about getting tickets for Opening Day. It's not just about the game.
The owners of the Reds, led by Bob Castellini, adhere to the philosophy that the customer is the number one priority. The management team and the marketing department never forget that the success of the team is directly related to the satisfaction of the fans. This morning on Fountain Square, I witnessed the Reds customer service program in action.
I arrived a little before 7:00 am. Those who had spent the night in tents and sleeping bags were starting to pack up, and a quiet line of fans snaked around the Square. I had hardly found my place at the end of the line, when the John Morrell Rally Pack team showed up with coffee and doughnuts for everyone in sight. Reds highlights began playing on the big screen tv overhead as fans began to really anticipate the start of the 9:00 am ticket sale. Soon, the mascots Mr. Red, Rosie Red, and Gapper began to mingle among the crowd. Rosie Red and Mr. Red each spent at least 10 minutes entertaining two young boys near me in line, throwing a ball and pretending to steal the boys doughnuts. The father grinned from ear to ear because he knew, even if he couldn't get the coveted tickets, his kids were making Reds memories that would last a long time. Next the Rally Pack Team passes out Reds towels to everyone and conducted a trivia contest with autographed prizes for the winners. At exactly 9:00 am, the line started to move in a very orderly fashion. The Reds were well-staffed to sell the tickets efficiently in a big tent out of the weather. Each successful purchaser who emerged from the tent with tickets in hand was high-fived and cheered by the mascots and the Rally Pack.
After about 25 minutes, I was within a few people of the ticket tent, but unfortunately, my part of the story doesn't have a good ending. The Reds spokesman took the microphone and announced with regret that the 1500 tickets were, in fact, sold out. Sure, I was among the disappointed, but I felt my 2 hours were well-spent as I got another good lesson in customer service. The Reds didn't have to distribute coffee, doughnuts, and towels. They didn't have to bring the spirit crew and a full contingent of ticket sellers. They would have easily sold the tickets without any of the extras. However, the extras are what made me feel as if my experience was worthwhile, and the extras are what made me think the Reds care about ME.
What a good lesson for any business...Show the customer that he's #1, and you'll be way ahead of the game.

Today, I Digress.

I know you've arrived at my blog with plans of reading more about fresh produce from Daisy Mae's Market at historic Findlay Market, but today, I digress. You see, today I have a hangover...a happy, feel-good virtual hangover that keeps reminding me of how much fun I had last night. Yes, the Cincinnati Reds beat the Houston Astros last night on a walk-off home run by Jay Bruce. With the win, the Reds are back in the MLB playoffs for the first time in 15 years. The best part of it all: I was there.
I've been a lifelong baseball fan...tested the waters by collecting baseball cards in a shoebox, put my toes in with Lou Brock and Bob Gibson when the Cardinals won the World Series in 1964, and jumped in feet first when Roger Maris arrived in St. Louis a couple years later to help the Cardinals to two more pennants. After college, I found myself in Ohio, and continued to follow the Cardinals from afar, but I also developed an affection for the Reds. When the Reds went wire-to-wire in 1990, my conversion began. By the time I experienced the one-game playoff with the Mets for the 1999 Wild Card position, I was diving in...I was a full-fledged Reds fan.
But then began the lost decade. Players, managers, owners coming and going...fans jumping on and off the bandwagon...griping, complaining, second-guessing...but still the faithful followed. Last night was for the faithful.
As I watched the game unfold, I looked and listened to those around me. It was a cross-section of what baseball is all about. I sat with family...the same as I had done so often through the years. Next to me was a young couple, barely old enough to buy a beer but certainly doing more than their share of drinking, sitting with the young man's father. I overheard references to Barry Larkin, Jose Rijo, and others. They were there to remember and compare. In front of me sat a mother with her 10 or 11 year old son. They were dressed in full Reds regalia and knew every Reds player by name. The boy was too excited to sit down most of the night, and his mom cheered as loudly as anyone in our section. They had definitely planned to be there to witness Reds history. On their right sat a 70ish gentleman, alone, with a Cleveland Indians hat. He charted every pitch in a ringed scorebook, and we found out he was from Albuquerque, NM and on a pilgrimage of sorts to visit various ballparks. He was, by chance, at Great American Ball Park last night. On the other side of the mother and son, sat an African-American man, mid-thirties and alone. He arrived in about the third inning and carried his bicycle helmet. We found out later that he had recently moved to Cincinnati from Alabama, and he decided this game was the place to be. He told us how happy he was that he had chosen to move here THIS year. Across the aisle, two men in their forties drank Coke all night and yet were so intoxicated with the excitement of the night, they stood and danced and high-fived like it was New Year's Eve and they were teenagers. Behind us was a group of 7 or 8 professionals, but 3 or 4 of them were speaking French. It was obvious that the visitors had never seen a baseball game. Their hosts explained foul balls, bunts, and innings to the curious guests. Again, a chance occurrence that the first game seen by the Frenchmen would mean so much to the Americans.
This was baseball as it was meant to be. Young and old, seasoned and casual fans alike, some who had planned to be there and others who just happened to have a ticket...all lucky enough to be in the same place at the same time to share a special Cincinnati sports moment...together as a community. It couldn't have been scripted any better.

Opening Day and the Findlay Market Parade

We are really excited about the Findlay Market Opening Day Parade. This year's parade is the 91st Opening Day Parade and is hosted by the Findlay Market Association. What began as a few neighborhood and merchant groups walking to the ballpark has developed into a major undertaking for the Association. Anyone who is a Cincinnati Reds fan or who lives in Cincinnati knows that the parade is the start of a wonderful unofficial holiday signifying the start of another baseball season. This year we're thrilled because the Friends of Findlay Market have asked the Veggie Gals from Daisy Mae's Market to join their group in the parade. We'll don our Carmen Miranda style hats and market aprons and join the fun on the way to the stadium. (If you're counting, we'll actually be "Unit #36" of the 178 units in the parade.)
As participants in the parade, we'll be representing all the wonderful merchants who have called Findlay Market their workplace for the last one hundred years. It's a privilege to carry on this small part of history and to spread the word about what a special place Findlay Market is. Come out to the parade and if you're lucky enough to have a ticket, head to Great American Ball Park...and when the excitement dies down after Monday, come to Findlay Market for food, fun, and to enjoy another Cincinnati tradition.
Go Reds!