There’s a theme that most people who know and follow esports will have strong opinions about: how people treat each other. Just ask them and listen to their stories.
You’ll hear plenty of stories of esports orgs that come flying into the scene with promises of greatness that disappear without a trace. Stories about late or missing payments for players and talent. I hear these stories nearly every week in my job.
I get messages of happy surprise and amazement when our payments go out every month. I get thanked that we pay on time, that our players don’t have to go through the hassle of chasing down payments and not knowing who they can talk to to resolve their issues.
We promise that payments will be received by the 7th business day of the month and it’s the highest priority to me and my team that this happens. If payments are wrong, we fix it immediately and our players and staff know exactly who to contact to make sure it gets resolved.
What should be standard business practice is an anomaly in the esports industry, and that needs to change. It’s been our mission at Wisdom to do better, be better, and change people’s impressions of the business of esports.
Here are the guidelines we use as a senior management team with every interaction with every player, talent, staff member, viewer and guest:
- Underpromise and overdeliver – set reasonable expectations and deadlines and work to exceed them.
- Deliver on what you promise – every time
- If you fail to deliver on what you promise, own it. Share what you learned and how you plan to correct it and prevent it from happening again.
- Apologize when something doesn’t go right. “I’m really sorry” goes a long way.
- Listen before you speak. Ask follow-up questions to ensure understanding. Make sure everyone feels heard and invited to speak openly.
- Say “thank you” to your staff, players and fans. Say it often.
- Let people know who they can come to for questions. When questions are asked, respond as fast as possible.
- If you don’t know the answer to a question, promise to seek further information and follow up afterwards.
I’m proud to be a part of a leadership team that embraces these guiding principles and embodies them every day.