Cal Offers Gold Standard Commitment To Service

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BERKELEY – With a commitment to offer Golden Bear fans the highest level of customer service in all interactions with the department, Cal Athletics is introducing the Gold Standard – a new program designed to build relationships with every Cal donor and ticket holder and help ensure that fans enjoy their gameday experiences to the fullest extent possible.

The initiative offers a fan-first mentality for each contact associated with Cal Athletics, whether online, on the phone or in person. The primary goal is to offer effective, proactive communication, listen to what fans have to say and find solutions should any problems arise. In addition, each season-ticket holder and donor will have a dedicated specialist to answer any questions and help provide informative and timely information.

“Our model is not only to give our fans the best experience possible, but we’re also going to bring a Gold Standard in service to communication, education and transparency,” said Ashwin Puri, Cal’s new Associate Athletic Director for Sales, Marketing and Service. “From chatting through our Twitter account to buying season tickets online or over the phone to cheering from your seats on gameday, we want our fans to feel like they are part of the family, because they are. Our team knows that our fans, student-athletes and history at this great institution are what make this all worth it.”

The Gold Standard extends to all fans, whether long-term ticket holders or single-game purchasers. The intent is to make everyone feel part of the “Cal Family” and create strong, lifetime relationships that help contribute to the success of all Golden Bears.

“We never want to forget what Cal stands for, what it means to wear Blue and Gold,” Puri added. “As someone who is charged with running the sales and service team, marketing and gameday and ticket operations, I understand the impact our department has on our fans. Our vision is to have the Cal brand be authentic, beneficial and memorable across every touch point we have with our fans.”

Feedback from many Cal fans during the recent Memorial Stadium seat-selection process clearly showed the positive aspects of the new Gold Standard.

“It (seat selection) was beautiful,” said Joe Rodriguez of Oakland. “We got everything we wanted and more. We are excited about our seats, and they are in a great location. We are really satisfied with everything and we appreciate how helpful everyone was. It was a great experience.”

Added Jollyne Toste, who took the opportunity to choose seats at the sales center set up inside Haas Pavilion: “Seat selection at Haas was super convenient, and it was great to be back on campus! The person who helped us is also a Cal alum. We had a great time sharing stories about Cal, and it was really nice to have some someone knowledgeable help us through the process. For some people from out of town, coming to Berkeley to select seats may not seem ideal, but it’s worth it for the experience.”

For more information about the Gold Standard and what it means for Cal fans, visit CalBears.com/GoldStandard. The site includes a video introduction and video profiles of each member of Cal’s new customer service team. Fans can also click here to submit questions about tickets to any Cal event.