Denver NACE Podcast
The Denver NACE Podcast is a show dedicated to the events industry in Denver, Colorado. Hosted by members of the Denver chapter of the National Association for Catering and Events (NACE), the podcast features interviews with a wide range of professionals in the industry, including bakery owners, wedding planners, venue owners, DJs, musicians, and photographers.
The aim of the show is to share the stories and lessons of these industry experts and help grow the Denver events industry by bringing the community together.
Whether you're in the wedding industry, corporate events industry, nonprofit events, or other social events, the Denver NACE Podcast is a valuable resource for anyone looking to learn more about the industry and the people behind it.
Denver NACE Podcast
2. Axe Throwing, Charcuterie, Personal and Business Growth with Bryan Rossmanith of Ignite Experiences
In this episode of The Denver NACE Podcast, host Jared Judge interviews Bryan Rossmanith, the owner and founder of Ignite Experiences, a company that creates unique and interactive experiences for corporate and private events. Bryan shares his passion for creating shared experiences that build company culture and bring people together. He describes Ignite Experiences' most popular activity, mobile axe throwing, which involves setting up a 10-foot by 20-foot area where participants can throw real axes at pieces of wood. Bryan also talks about other activities that his company offers, such as DIY experiences, interactive backdrops, and renting out yard games, lighting, and decor.
Bryan also shares how he got into the business of helping people throw axes. He started by building a mobile axe-throwing setup out of pallets and stumps and going to festivals and fairs. Bryan's first festival was a success, and he made about $500 in profits, which motivated him to keep going. He emphasizes the importance of getting the word out about your business and actively practicing what you're selling. Bryan also talks about how he landed his first corporate event, which led to more clients and changed his life.
Throughout the interview, Jared and Bryan discuss the importance of finding a unique niche in the market and being passionate about what you do. Bryan's passion for creating shared experiences is evident in the success of Ignite Experiences, and his story provides valuable insights for anyone looking to start their own business or grow an existing one.
Denver NACE podcast where we help you grow your live events business in Denver and beyond, and is brought to you by the National Association of catering and events. I am your host Jared judge, founding Violinist of extreme strings, electric violins, and I am so excited. We've got a very special guest, one of my dear friends actually one of my first friends I made in Denver, when I moved here, September of 2022, owner and founder of Ignite experiences, one of the coolest companies I know he'll throw axes with you. He'll eat charcuterie with you. His name is Brian Ross, mammoth. Welcome to the podcast. Brian, how are you? Awesome. Well, thank you, Jared, so much for having me on this podcast, really excited to get this podcast going and see it grow and see all of the event industry professionals on this podcast and see their story and what they do. Yeah, I'm so excited to have you We hung out at one of the nice conferences in Reno, which was where we had a discussion that actually was the genesis of this podcast. So it was really cool to have you along as we build and grow it from the ground up, are part of that conversation. And now we're at now we're here and you're doing podcast episodes for the goal. Yeah, for sure. All right. So tell us a little bit about what ignite experiences is, what do you guys do on a day to day basis? And how do you serve clients in and out of the greater Denver area? Yeah, absolutely. So our mission is to invest in experiences rather than just items. So we believe just in the power of a shared experience, when you do something together, do some kind of activity, and have that shared experience that that can really help cultivate better company culture across all organizations, it, it's great to see the impacts that just doing some kind of small activity together and have on your company in your organization's your sales teams, and everybody involved and just the impact that it has with that. So we build it all around there. So it's all about the client experience, and putting them at the forefront of doing the actual activities. So we're not performers ourselves, but we like to put our clients in the performance spot, and they can kind of create their own story through our experiences. Awesome. So it sounds like you're the facilitator. But tell us a little bit about what kind of experiences do you facilitate? Yeah, so our most popular one, and the one that I started with back in 2018, is mobile X throne. So we set that up at hotels, bars, any kind of event space with about a 10 foot by 20 foot footprint, we can set up mobile Axe Throwing and then you're throwing real axes at pieces of wood. And we have a whole scoring system behind it different games that you can do with it kind of like darts. If you imagine darts, where you have cricket or around the world, we also do traditional tournament series. So 10 throws on on one team 10 throws on the other team and then see who scores the highest. And so we have those team building experiences. And then also some DIY experiences where you're, you get to take something home with you. And then just came out with some interactive backdrops that you can rent as well, a Lego walls, he built your own your own logo event saying anything like that tic tac toe wall and have a few more, in the words as well. And then we rent out all the yard games as well. And then some lighting and decor options. Awesome. I mean, sounds like you do a lot. I'm super thrilled that you do X during because I the first time I ever threw axes. And maybe some of our listeners have similar experiences. It was actually for my birthday party. There was an x bar that opened not too far from where I was living back in Milwaukee before I moved to Denver. And I was like, let's go through axes and have a few drinks for my birthday. It was so much fun. Like everybody got really into it. There is a tiny bit of a learning curve from what I remember. Like, no, when I first started throwing the axes weren't sticking to the wood, but it was fun anyway. And it just brought people together, which I'm sure that's the reason why your clients love it is that it brings them together creates the shared experience and memory. That is not just like another meeting. It's super fun, fun stuff. So how did you personally get into the business of helping other people throw axes? Definitely. So I was living in the Denver Metro area in 2018, shortly after college, working in corporate finance, and I didn't I didn't really enjoy what I was doing. I couldn't see myself there long term. And I always love community and love bringing people together. I worked at a gym during college and did a lot of different events. And I had so much fun doing that. And a lot of it was just volunteer work just because I enjoyed hosting the events. I just enjoyed bringing people together, you know, hanging out across a shared experience. And I kind of wanted that same thing.
For my overall career, as well, and I would always go in these, you know, corporate finance meetings, and they were just so boring, it's so dry. Nobody had any passionate about what they were doing or talking about saying, and it was just, it's very boring. And so I couldn't imagine myself there, you know, 2030 years into my career, and just still not enjoying the meeting. And so I wanted to get into something more community centric. And so there was a few acts during bars in Denver that opened during that time, I went there had a ton of fun, and wanted to create my own experience, didn't have the capital to invest in a brick and mortar location. And so I just started throwing axes on a mobile basis, and went to festivals and fairs, and then got hired for different corporate events, birthday parties, a lot of weddings, as well. So any kind of event with people around it, it's great for. And so that's how I fell into it. And then just continue to evolve our inventory and change things out as as we go and deliver a great experience. That's awesome. But you skipped a step, how did you put together the first mobile X rig, I don't even know what you call it like the, the lanes and the wood that you throw things out the very first one, so I had like 200 extra dollars in cash. And so I was like, Well, I don't want to go into a lot of debt, just to throw some axes and like, try this thing out. And so I went off to the side side of the road, found some pallets, and then went searching around for some stumps around in Colorado Springs, which is where I was living at the time. And then I'd found those stumps and then screwed them up onto some pallets. And off, I went to a festival, I set that up to took about an hour to set that up, and then started throwing axes. So that was really the start of it. I started with three targets at a festival and a little table on there. And then I had about 20 axes of the festival. And it was it was a horrible setup, the axes kept flying behind behind the setup. And luckily, there was nobody around there. So it was it was fine, then you'd have to stop and run back round the axes and rotate the like five minutes to reset for the next customer. So it was a really bad experience like just bad bill that it wasn't aesthetically pleasing. But it worked. And people had a lot of fun. So I came back from that festival. I just absolutely loved it and wanted to do more festivals like that. Oh, that's so amazing. I love that you sounds like you didn't spend much money on your first setup. Did you wind up making money from the festival?
I did made made about four or $500 in profits after that first festival. So accounting for you know, some of the fees like hotels, and then I had to take out an insurance policy for that specific event. And then some of the extra expenses that we incurred during the events and paying a couple people to be at that event. But I was like, This is so much fun. Like you can actually make money. throwing axes like this is amazing. I got I gotta keep this going. Yeah. Oh, I love that. And I'm so glad that you mentioned that you got insurance, I was gonna ask like, where are you doing this under the radar? And what would have happened if something bad happened. But it sounds like you had the knowledge and experience to know to protect yourself, which is great. Yeah, definitely. Insurance is an absolute must. Yeah, for sure. Alright, so you had your first event, it was successful. And you decided to do your second one was that the point where you realize like, I'm turning this into a business?
A little bit, the second one was more rough than the first one. So there, there were a lot of challenges. With that one, I only made about $100 on on that festival, not including my own pay. So there wasn't very much money on that other festival that we did. But I just I really had a passion for and I kind of went back to our first festival where we had, you know, hundreds of customers that were very happy with their experience at the festival. And it was just kind of that kind of that aha moments of like my very first business going into that kind of went back to that experience and wanted to just keep going. And so I'd keep kept signing up for festivals just kept getting our name out there. That's the most important thing. Like you have to just actively do what you're actually selling in your business. You have to actively practice it, or else you're never going to make it. Right. That's a brilliant lesson. You have to always be generating some buzz around what you do getting the word out there. When did you start to do these private corporate events because you know, a festival is one thing but a corporation hiring you for their next conference or something that's totally different. How did you make that change? Yeah, so I was out of festival and then got a tal from a couple event planners that were based out in Vail or working at a hotel out there in Ritz Carlton
and they were they said, Hey, you guys throw axes. I heard you're one of the only companies in Colorado that does this. And you know, I said, Yes, of course we throw axes. And then they said, Well, Gary, we have this big corporate event. It's about 250 people at the Ritz Carlton and Valen. Want, we would love for you to, you know, bid on it and see if we can get you up there. That's amazing. Yeah. So you generated that lead? Because they'd seen you at a festival, right? Yeah, they saw saw us at a festival. And our setup definitely didn't look very good. I was very surprised that they wanted axe throwing at the event because it was it was literally two by fours and some OSB board. If you know what OSB board, it's the roofing material that's on top of roofs and siding. The reason I went with that route is it's very cheap. But it's also very labor intensive, and doesn't look very good. So I went with that auction. And they called me up and, and we went to the events. And it was completely amazing. I mean, it changed my life really, because from that point forward, I took a lot of pictures and kind of market it that were at the Ritz Carlton. And then everybody just started calling me because it was kind of one of those things that nobody else was doing. And were a unique experience, offering this for corporate events, and then just kept getting calls from there. That's so awesome. So many lessons in this too. Like you even said one of the key components that when that person from the Ritz Carlton called you, they said that you were the only person offering the service. So it was completely unique. And I think that's, that's something that I think a lot of us could learn how to do is make some carve out our own niche in the market don't necessarily do something that somebody else is doing. Like you can find ways to be unique.
Yeah, absolutely. I just I love creating unique and engaging concepts. And it's what I've kind of pride our company on is doing things that nobody else in the market does. Because I'm not here to compete, I'm not here to steal other people's business, I want everybody to be successful in the event industry, because we all have our place. And we can all come up with our own unique way to be successful, build a business, build our teams around us, and ultimately just deliver a great client experience. Because when we're elevating ourselves in our industry, then everybody else, you know, does great as well. Yeah, for sure. There's so much room in this industry, that it's it's hard not to like find your place in it. Yeah, absolutely. There's so many different avenues to events, you have weddings, corporate events, galas, and every kind of event out there, and then they all need unique things to do and services to offer. So it's really cool. Yeah, for sure. I'm curious.
Roughly, is your pricing publicly available? Or is that like, you have to have a meeting with you first to find that? No, no, it's it's pretty available. So the only thing that changes from our public pricing, you can you can find it, it's at night experiences.com. And then you just go to the book now button, you can add pretty much everything to the car on there. The only thing that changes is if we have special staffing arrangements or, or things that go over a typical like three hour norm. That's the only thing that really changes. Yeah, for sure. I think you know, for many business owners that start their business in the events industry, one of the first issues that we deal with is price shoppers and people who try to lowball us. I'm curious, did you have to deal with that on your journey?
Yeah, I have back in last year in 2022. And probably 2021 started having a few competitors that were offering a similar products, but they really don't have the same capability as us. So it, it's a lot, it's a lot different. So some of them, they can be outside, but they can't do indoor events. So it's just a different market. Like they do different events. And so I haven't ran into really bad price shopping where it's like, hey, I'll do it for $50 less than these guys. And then you know, they end up going. So it's really about the relationships that you established. So we just have really good relationships with our partners and, and clients that continue to hire us and and we're one of the only companies that offer this activity, so they continue going with us. That's awesome. And that's also another great lesson is that when you offer such a unique thing, you have no competition, like price shopping isn't an issue. And, you know, I coach a lot of musicians on the business side of this and they're always worried about you know, what about that violinist who's just $100 when I'm trying to charge at least 500 It's like if you offer something so unique, that you're the only one that offers it in this specific way. You're not competing against anybody else. You don't need to lower your price. Yeah, not you know, especially especially in the event industry and like more
Get his insurance, real estate like all of that, it can be hard to because you're competing on price, but you need a product, you need something done. But in the experience economy and the event industry, a lot of it, I mean, you're shopping for performers like on your end, you're shopping for a certain performance, a certain person to create the atmosphere that you need for your attendees. And most of the time, it's only that person, or that certain company with specific training that can offer that. So in the event space, it's really nothing to be concerned about, maybe tables, maybe chairs, some of the basics, but even then it's different, because they all have different services and products, they might have 10 service offerings, where this other company has like 12 service offerings, and they're all different. So they need tables and chairs, but they also need lighting and up lighting, and certain activities that the company can differentiate themselves. So I don't think it's nothing that you can be concerned about in the event space, for sure.
Yeah, for sure. That is awesome. Now, I know at some point, in the journey of starting ignite experiences, you encountered the National Association for catering and events. Tell us a little bit about how you discovered NACE and why you joined and not only why you joined, but decided to become a leader in it and become, you know, the director of finance. Yeah, so I discovered it from a couple of the planners that we work with, on a fairly consistent basis. We're members and board members, as well as Sarah Lawson. So she She's amazing. Kudos to her, she's probably the one that mostly got me involved in a so went to a couple meetings here and there, like, probably every other month, I was going to meeting. And I just really liked it, like the people like they seem very down to earth, and actually willing to help out on whatever you need it. So if you needed help on your marketing scripts, or your you know, your sales, or some of your pricing or offerings, your experiences, they were actually willing to help work is some of the other groups that I went to it was very closed minded, and like, oh, they saw me as competition, or they saw me as someone they don't want to interact with, because they don't want to give too many ideas to you or something like that. So it was kind of kind of weird with some of the other groups. And this was just different. It was it was really cool. Yeah, it has a different vibe, like everyone feels much friendlier, you have what made you decide to become director of finance.
So I love being very actively involved in whatever I do. It's it's really important to not only myself just developing mentally, and just developing myself as a business owner and friend, mentor and being mentored by other people as well. It's just important to, for me to be actively involved, and actually know exactly what's going on what I can expect. So then I can tell other people what to do. And I've really wanted to just learn more about finance and kind of how it could work in a nonprofit. And then I've been able to apply a lot of the same principles to my own company in it, it's helped out a lot. That's awesome. So it's almost in a way, a training ground for some of the things you have to do in your own business too. So the experiences feed each other. Definitely. I'm curious what have been some of your favorite experiences at NACE, maybe some of the different meetings that you've been to, that you got a lot out of, or just hanging out sessions that were just memorable and impactful for you.
I would have to say evolve. Just seeing that being together with the all the board members from across the nation, you know, hanging out and like actually talking about real stuff and like real business kind of how we can help each other and how we can kind of help cultivate a better NACE and as a whole national and then how we can do it as a local chapter as well. So that was really cool. That was probably the best experience so far. But each meeting, I always meet somebody new that's doing something different. And it gives me some inspiration on things that we could do better or improve on. So it's just really awesome to kind of have that collaboration across the industry. Yeah, for sure. Evolve was great. And for those of you who don't know what Evolve is, it was our national leadership meeting where all of the board boards of directors from nice chapters across the country, because there are many there's even some in Anchorage, Alaska, and Florida all across the four corners of the continental US plus Hawaii and Alaska. And we all got together and learn from each other shared what was working really well shared the things that we're having trouble with and get some real help from our mentors and advisors. And Brian and I we got to work out early a couple of those days before the conference, which is super fun. Yeah, it was great doing some biking, running and all kinds of stuff. Yeah, they had a peloton in our hotel room.
and not our hotel room, but in the gym in the hotel. And the the views from that peloton was awesome, we were looking at all the mountains and Lake Tahoe is super fun.
Alright, so got a couple more questions for you.
What kind of advice would you give to a business owner in the events industry, on how they could grow their events business here in Denver and maybe even anywhere in the world? But what kind of advice would you give to them?
Yeah, absolutely. I think it's all about who you surround yourself with, on kind of a more of a friend level. So you have to go deep with a few people, or maybe maybe five to 10 people, but kind of find your tribe of people that you want to be surrounded with. And just just always be be around them kind of as much as possible and get ideas from them. And then actually go out and practice those ideas, and practice what you're actually trying to do. Because a lot of people I know so many that they want to get involved in whatever industry they're trying to get into, they want to get involved in the Denver event space, but they don't actually practice what they're trying to sell. So like get get out in front of people sponsor events, I mean, you're gonna have to work for free for a very long time. And you're gonna need to go through that initial struggle. And then people realize, hey, this person is talented, or this, this vision that they're trying to build is very good. And it could be a bit. So they're going to realize that and then they're going to hire you. And then you're going to actually start making money from that. But you just got to get out there sponsor festivals, find ways to integrate your services in a way that gets a lot of exposure. And then social media is huge. I mean, so as always posting on Facebook, LinkedIn, Instagram, about what you're doing, where you're doing it, if you're throwing some kind of an events, you know, always tagging other companies that are in or involved, and your online presence. So like your Google My Business listing, Google reviews are huge as well. Because once once clients like big companies see that, hey, they've worked with all of these other companies, they're going to be much more willing to give you that business. If they see that they have 55 Star Google reviews versus zero, and they're not ignoring Google.
Yeah, that's wonderful advice. I loved all of your advice. The first piece of advice you gave was awesome, because, you know, I'm pretty new to Denver. Nobody really knows I exist. But I have been doing what you've been saying and trying to put myself out there as much as possible. I just sponsored the MIT Conference, which you were there at. Yeah, thank you for coming. And thank you for hand machining a wooden J to hold up with my logo on it. As I was playing. That was so cool. I was going to ask you about that, too. Maybe I'll ask you about that later. Yeah, but
But what you're saying proved to be exactly true, because I sponsored that event by performing onstage. And then later, an event planner came up to me and said, Hey, I'm the current chapter president for MPI. And we're hosting a gala in June. And we would love for you to play for that Gala. So one thing led to another, we actually had an a meeting where I chatted with this event planner. And she was like, oh, yeah, so tell us your budget. But I was channeling my inner Brian Ross manif. And I said, Well, actually, could I sponsor that event? And you don't have to pay me? And I'll just get to be in front of all of your event planners? And she said, absolutely. So it's like, it's the long game here. Like, don't go after the low hanging fruit of I could get fast cash here at the expense of these bigger opportunities. So I feel like your advices is perfectly sound. So thanks for sharing that. Yeah, no, absolutely. And that was that was so incredible to see you at NYC on the on the bid stage. And think about like how much collateral you got from that event, you've got pictures, videos, you got exposure to 1000s of people, not just anybody, they're not just you know, your regular everyday person that you'd meet on the streets. There are people that work at hotels and venues, and planners and other vendors, you know, like like myself, and you know, huge companies that are doing millions of dollars, billions of dollars a year, and they want your services at that event. So it's all about getting in front of the correct people. That's one big mistake that I made. When I was first starting to I just wanted, I wanted to throw axes like I just wanted to do events. And so I'd sign up for anything and everything that would come my way. But you kind of have to limit yourself and really make sure you're going after the correct opportunity. So made sure there's established people, they're established planners and really knowing your customer is just the biggest part of that right. So you got to know your customer, and then you can get in front of them and actually book their business from it. You
That's so true because like, I would never do a wedding for free. Like I know I mentioned, I just sponsored two events back to back, but like, I would never do a wedding for free. Because typically it's not attended by event planners, I could hire me for future weddings. Yeah, no, no, your audience said get in front of the right people. Yeah. And he made the correct decision on I mean, if you if you ask for Google reviews from that performance, right, you guys for Facebook reviews and like recommend letters of recommendation, like, Hey, I'm sponsoring this event. And I would love for you to give me a Google review. You know, if I did, well give me five stars. And then that'll just help for future bookings. So it's all about the long game, you know, always establishing those really good relationships that, hey, we're going to sponsor this event. But like, I want Google reviews, or I want to be able to take these photos and use them for advertising, something like that. And so usually, I always get that trade off. And then you'll get three, four or five bookings just from sponsor one events. Yeah, exactly. For sure. Now, this podcast has been a lot about starting your own business. But we do have a lot of nice members who are employees for another business. So I'm curious, if you, I know that you're a business owner yourself, but obviously, we're all friends. And we interact with all kinds of people and employees and everything in between? Do you have any advice for employees inside a company of how they can, you know, grow their position or satisfy their customers better? Just any kind of advice like that? Yeah, absolutely. And I think I think a lot of it applies to both both being a business owner and an employee, right, because you have entrepreneurship, which is somebody going, going out on their own and starting off their own company, but then you also have intrapreneurship, which is within the business. So if, if you're an employee, and you want to get to that next level, you want to get a motion, in that you have to start doing the work that you're not paid to do. So if you want the director's role, say your, say you're an assistant director, but you want the assistant, or you want the directors role, you have to start doing that job. So whatever your you're not being paid to do, you have to start doing that job and doing a very good job at it. And then eventually, you'll, you'll get it right. And if you're actively involved in a lot of organizations go into conferences, showing that you really care about your career, I think your higher ups are going to realize that and you're gonna start getting promotions from that. Yeah, no, that's good advice. And I think the kind of person who listens to a podcast about their industry is typically one that wants to grow. So congratulations to our listeners for being the kind of person
I know, they're, especially in the 21st century, you know, people have started to realize that there can be a disparity between what they're getting paid to do and what they do. And so it's a tough balance. Because if you do want promotions, and you want advancement, and those kinds of things, like this is a great path to do that. But it might not be for everybody, especially with like the concept of work life balance, and just not getting burnt out. And forgive me for like diving into that. Because I totally am supportive of of your ideas, but I just want to recognize that might not be for everybody.
But I think the the kind of person who listens to this kind of podcast, probably is looking to grow and develop. So maybe that is helpful advice for them. Yeah, no, I hope that can be good advice for them. And just realize that if you're listening to a podcast, and you want to forward your career and move up in a company or move your own company up, right, it's all about elevating yourself and becoming more educated and more well spoken men more diverse in your thinking so that you can actually offer the products and services that your customers want and that you're ultimately that your boss wants if you're an employee, right, because your boss needs certain results. And if you're able to get them those results, hopefully you're you're gonna be promoted for that. Yeah. And that that, in itself is a great lesson for everybody, regardless of if you're an entrepreneur or an employee, is that it is all about the result. People don't necessarily care about how they get to that path, or how do they get to that result, as long as they get the result. So if you're marketing something, you know, you don't want to say, well, I create my x or experiences by using plywood I found on the street, which I know you don't do anymore, but you want to share with them. The result is that you're going to have a more connected workforce. Your employees and their families are going to have a great time. They're going to perform better at work. They're going to
To remember this, and it'll increase the retention of your employees over the years, because you provided that experience for them. So that happens with external facing marketing that also happens with internal facing marketing. So like customer service, it's all about the result that you get people.
I don't know if you were there for the session at the MIT conference, where I forget who was I think it was the closing speech, where the the gentleman was talking about,
as far as like customer satisfaction levels, like when you measure how satisfied a customer is, there's a baseline for a customer that has had no issues throughout their experience. And then there's a baseline for a customer who had a problem that was then corrected by an employee, and then maybe even overcorrected by offering like a complimentary meal or a dessert. And it turns out, the satisfaction level of the customer who had the problem that was then corrected, is higher than the baseline of just the regular customer who experienced no issues. So I just found that was interesting. And it kind of ties in with what we were talking about with the result.
I'm curious Have you had to deal with customer service issues in your years of running this business?
Definitely. I mean, there's, there's always there's always something that comes up either with employees or, you know, customers kind of going, going crazy. And they're, they're too drunk to throw axes. And then they get really angry because we have to deny them that they can't throw axes had had a lot of that happen at different festivals and fairs. Not really on the corporate event side, because 99% of the time, everybody's pretty cordial. And they want to get along and they want to have the good experience. But a lot of festivals and fairs, you know, people will be drawn to throw and then they get super angry. And, and I've had I've had a few one star reviews come by on on Google just because they're so angry, because they can't throw axes because they're too drunk. And they're just so irate about it. And things that things that come up that are out of your control, you know, like getting getting stuck in mud, I've, I've had that a couple times where we were, we were at a big hotel, and the truck got stuck in mud. And we needed to tear down the axe throwing but I'm literally stuck in mud, like not being able to get out for you know, two or three hours at a time and just just things that you can't control. But the ultimate thing that I've noticed is being actually nice to your customers and just explaining what's going on has been the the biggest diffuser, because if you're if you're angry towards your customer and yelling at them, they're going to get even more defensive. I can't tell you how many times, you know, I've dealt with other businesses that just overreact to the situation. And then the customer overreact. And then it's just a total fight between everybody. And when that could have been resolved, if you were just polite to the customer, and actually explained what's going on how you're going to fix it, and what they can expect. And then that's, you know, coming hours after that negative.
Yeah, that's great advice. Because once again, it's about the result, like sure problems are gonna happen. It's inevitable in this business. Like if you do enough events, somebody is not going to like the way that you performed in an event, like I've gotten my fair share of less than five star reviews, but you deal with them. And like you're saying, it's about the attitude that you present as you're dealing with those issues. And if you're genuinely trying to be helpful, you're going to defuse that tension and come to a resolution that is mutually beneficial, and could again, be one of those stories that instead of just being a normally satisfied customer, you went out of your way to make an exceptional experience for somebody who had an issue, and it could wind up being better than if it had gone completely smoothly. Which is it's funny because the the guy mentioned like don't try to manufacture problems in your business just so you can artificially inflate your experience. Yeah, yeah, well that that was really fun. And he also noted how they had 30 full time people that all they did was deal with problems and then give the customer something a little bit extra light giving them coffee or some chocolates or just something really minuscule you know, it cost cost them 50 cents to give them that but because they got some kind of gift because of their problem that customer is is very happy now. And so it's all about little things that you do the little tiny details in your business though, the little things that you do for employees and people and and your customers and or your your boss or if you're a leader of teams like treating your teams correctly. It's all about those little details. Yeah, that is awesome.
That's how I know that you are a successful business owner and will continue to be one, because you care. And you focus on those details, and always trying to improve. So last question about ignite before we wrap up this podcast is what are some things coming down the pipeline in ignite some things that we could get excited about new things that you haven't really released to the public yet? Yeah, for sure. So working on quite a bit of things, one of the newer items that we're offering now is bid laser, engraved acrylic, wood, plastics, so kind of like the sign that bit j that I had things like that, and then bit 3d letters as well, we're gonna be launching those as well. So really excited for that. And then also working on some large scale experience rooms. So you have has this 15 foot by 15 foot or 20 foot by 20 foot room that you go into, that's completely different than anything else in the event. And we can theme it out to whatever the client wants. So if it's a brand launch, if it's if it's a certain theme, like they want it winter themed of, we'll be able to do that. So working on on those have right now as well. So really excited to launch that not quite sure when that experience rooms will be ready. But the letters are ready and just launched those. So those are ready for bookings. Oh, that's amazing. Once again, creating a magical experience. I'm excited for those experience rooms, I'd love to feel that full immersion. So let let us know as soon as those are ready, I'll be a beta tester for you. Absolutely, really excited for that. So that'll be integrating a sound, light, touch and taste, and then some kind of experience in that room. So really excited to launch those. Very cool. And then last question is about nice. So what are some upcoming nice experiences that you are looking forward to? That maybe our listeners who aren't nice members yet can get a taste of what's to come? Yeah, the biggest one is probably awards coming up in July just very excited to have those on Denver's economy and just inside of Denver, because we don't have awards for you know, everything the industry does. So if you are a business owner, or you're an employee, at a hotel, or or whatever venue that you work at in the hospitality industry, I would highly recommend you check out the awards and apply for one if you see one that you could potentially win, apply for the award and see if you can get that because that's so important to show off to your clients and future employers that hey, I won this award. And because of all the hard work that I did, because of the results that I got so really excited for the awards, and just all the the monthly happy hours and different events that we have going on. I think it's really special. That is awesome. Well, very cool. Brian, where could our listeners connect with you in the future? Maybe drop your website any place they can connect with you? Yeah, absolutely. So emails, info inf o at Ignite experiences.com. And then website, all social media platforms, Brian Ross, mammoth, if you want to connect with me on social media as well. Awesome. And then if you're looking to learn more about Denver, nice, maybe come to one of our meetings or just see what we're all about. Go to Nice denver.com That's n AC E stands for National Association for catering and events. Nice denver.com Thank you again for tuning in to another episode of the Denver nice podcast. hope you loved it. And I will see you on the next episode. Take care everybody