Arizona state

Grind it out Today for a Better Tomorrow - 8/11/20


It’s been said that You Learn Perseverance by Persevering.  You are becoming mentally tougher right now.  The pain and the difficulties and the change today are making you stronger for dealing with the uncertainties of tomorrow. We’re all having to be more flexible.  We are all facing less consistency, less Read more

Increase Research for Improved Customer Relations During COVID-19


What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect. No Communication = No Connection If we don’t have some frequency of dialogue with the customer, then we Read more

Never Before… - 8/4/20


The importance of customer service is at the forefront again in our economy.  We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later.  Today, with yet another set of unexpected and extreme economic challenges, Read more

Effectively Teach the Customer - 7/28/20


The 1985 Harris and Rosenthal research project conveyed what really improves student learning based on the interaction with the teacher.  The top two factors that teachers used to increase learning were (1) The duration of the interaction with the student and (2) The encouragement of the student.  In 3rd Read more

Meet on Equal and Even Ground - 7/21/20


“To be of most service to my brother, I must meet him on the most equal and even ground.”  Henry David Thoreau wrote this in 1841, and it applies almost 180 years later in customer service. We often talk about empathy, and empathy relates to an employee having an understanding Read more

When Customers are…Jerks - 7/14/20


Some people are a little extra…uh…difficult to deal with these days. Customers may have concerns or complaints – many of which are justified. But some customers act like…well…jerks. They’re not kind or understanding or have any idea how poorly they treat others. They’re obnoxious and yet, we still have Read more

Customers Appreciate Your Kindness - 7/7/20


The 3rd grade teacher had a phrase she used with her students. She wanted them to be “kind-hearted.” It was a phrase she used over and over again; no matter what she taught, this was an overriding emphasis on how she would communicate with students and how she expected Read more

6 Common Sense Responses to Customer Service Encounters - 6/30/20


I’ve run into this personally and professionally, and it drives me batty! Sometimes there’s a lack of common sense in the customer service provided by companies. And often that lack of common sense is due to the preference of a business to provide service in a certain method, to Read more

Caring for Co-workers through COVID - 6/23/20


A recent Buffer.com study asked employees who are working remotely due to COVID-19, what was their greatest struggle. While there were many different responses, the Top 2 totaled 40% of the struggles identified - Loneliness and Collaboration/Effective Communication. When you hear something like this - that individuals working remotely are Read more

React, Reflect, Respond - 6/16/20


Sometimes you can’t help it. You gasp. You get upset. You get angry. You have this look of shock on your face. You say something defensive. You react. I love people who are in customer service roles. These are the folks that people say things to in the business world Read more

Fan Loyalty is a Sun Devil of an Issue to Address

Posted on in Business Advice, Sports 1 Comment

To build fan loyalty, is it just about wins, or is it also about fan relations?

I talked with the owner of an NFL team years ago about building fan attendance, discussing with him the issues that the organization faced at the time. I asked about what initiatives the organization was taking in the area of fan relations. His response was that “only wins and weather drive fan attendance.”

Well if that were the case, then you could do mathematical calculations each year to determine how many fans would attend games. You wouldn’t need to do fan surveys, have security at games, offer concessions, have game day customer service staff, have account representatives, have sales staff (except to take orders), and generally do anything beyond open the doors to the stadium.

The real truth is that the game day experience matters. Relationships matter. Being valued as a fan matters. So do wins and weather, but there’s so much more to building loyalty than those aspects of the experience.

At Arizona State University, the athletics department is trying to build fan loyalty and relations. According to the article ASU athletics undergoing face-lift, changes in culture, fan relations, the new Vice President of Athletics, Steve Patterson, is trying to change the culture of the organization. He’s building personal accountabilities; he’s working to improve the game day experience; he’s ensuring facilities are conducive to communications and relationship-building with prospective and current student-athletes (and their families). He created a championship vision, and he’s trying to create a championship environment for the students, coaches, and fans. He’s trying to create an environment where success is facilitated.

To facilitate means “to make easy.” But there’s nothing easy about becoming a champion. However, individuals on the business side of athletics can have a significant impact on the ultimate success of a program in the minds of the fans. These individuals can impact relationships, word-of-mouth, reputations, and loyalty. They can impact the business side and help foster enthusiasm on the sports side.

Fan loyalty isn’t just about “Wins and Weather.” Fan loyalty is about the fan.

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