Imagine you work at a hot dog stand. You can create the best hot dog stand in the world—with the best condiments, the softest buns, and the cleanest utensils. Every aspect of the experience can be carefully thought out, from the design of the stand to the ease of payment at the register. At the end of the day, though, you’re still selling hot dogs.

Stage Two: The Parking Lot

I’ve trained my brain to never stop thinking about ways to create a better fan experience. Some might say that’s dangerous. I say if you really want to have ultimate success and make the biggest difference, you need that fanaticism. It works because you love it. It works because you love yourself and what you’re doing. When you’re a fan, you’ll

Every member of the team is an Undercover Fan eventually—our freshest interns, our seasonal team members, our full-time employees, and even our president Jared. We love the variety of perspectives this gives us. Someone from operations is going to see different pinch points than someone in entertainment. But no matter who’s out there in the stands,

there’s no rule that says an obstacle can’t also be an opportunity. There’s no rule that says disappointment is permanent. To make your business stand out, look at your industry’s greatest perceived weaknesses, and make them your strengths.

Our voicemail is currently a parody of Camila Cabello’s “Havana”: “Savannah nah nah, you’ve reached the Savannah Bananas nah, nah, nah.” Our hold music is equally entertaining: “Ring, ring, ring, ring, ring, ring, Banana Phone.”

Entertaining is worth it just for entertainment’s sake, but it’s also a friction fighter’s favorite tool. It helped us eliminate the friction of shipping costs and the awkward friction of sending and receiving invoices.

Stage One: The First Impression

There’s always a DJ in the plaza playing throughout the entire game.