january-2012

I was surprised when I fi rst met Quennec to discover that his
manner was discreet and his tone was soft. But once he started
talking about GSHC his voice was charged with passion and pride.
‘Our core values are excellence and customer service,’ he began. ‘You
have a philosophy, then what makes the diff erence is execution,’ he
told me, before divulging some of his sound business acumen – and
telling me how he’s managed to take his principles from the offi ce
to the ice rink.
THE GSHC APPROACH TO EXCELLENCE
GSHC has always felt it has a duty to its fans, but Quennec has
taken it to the next level. Every aspect of a game has been analysed
and improved to create an unforgettable experience for every
spectator. For fans who worry about security at big games, GSHC
has thrown its weight behind its security staff to make sure
everything runs smoothly. For women, who were never previously
considered a target audience and think ice hockey is a rowdy,
boys-only sport, GSHC has launched special events for women
which, in turn, has helped to make games even more appealing to
families. For supporters who want more than just a hot dog and a
soft drink to enjoy while at the game, GSHC opened McSorley’s
Pub & Steakhouse, serving top quality food and drinks that any
Eighty-One
restaurant in Geneva would be proud to off er. ‘We all want positive
emotions: hope, to feel good, to feel a part of something we admire,
and to be taken care of. We’re in the business of satisfying those
needs,’ says Quennec.
THE GSHC APPROACH TO CUSTOMER SERVICE
‘Everything is about people. You’re only limited by the number of
good people on board who can execute your projects. We want
people who go the extra yard, people who really care,’ says Quennec.
And how does GSHC manage this? ‘Every person knows who
their boss is, what their job is, and how they will be rated. But
mainly, they feel passionate about what they do. It is much more
than a job, it is a way of life.’ Quennec’s partner Chris McSorley
shares this philosophy with his players. ‘When you come to a game,
you’re coming to work, you’re a professional. After a game, you
smarten up and you come and connect with the fans, smile, talk to
people, whether we won or lost.’ Th is has benefi ts for fans and
players alike, Quennec says. ‘Th e players feel accountable and
produce better results. Th ey’re ambassadors for the club, and for the
city of Geneva. Th ey have a sense of responsibility.’ He describes his
organisation as having a backbone, but one that’s not vertical and
can stay strong even if one link is missing. ‘I see the backbone as