Cleveland Indians | Customer Service Solutions, Inc.

Caring Goes Beyond Competence - 11/30/21


April went to get some routine car maintenance done at the local service center.  When they finished the oil change, she paid for the service, got her keys, went to her car, and opened the door.  As she was about to enter the car, she stopped.  Somebody had obviously Read more

You Mostly Get What You Give - 11/23/21


It is Thanksgiving week in the United States, so let’s talk “Thanks.” There’s a saying that You Get What You Give.  And while the goal of giving thanks should not be “To receive things,” getting something positive in return is often a nice byproduct of being appreciative of others. It’s amazing Read more

Van Gogh the Vision - 11/16/21


Want to create Service Excellence in your organization?  Have a vision, then paint the picture of that vision.  It’s easier to create something if you can visualize it first, so let’s Van Gogh a Vision. Excellent customer service is delivered in a courteous manner.  Courtesy comes through when employees are Read more

First E-mail Impression? I’ll Enjoy Working with You - 11/9/21


When you provide consulting, research, and training services like we do, you meet a variety of people, and many of them are new individuals to work with even if they are in organizations you’ve worked with for years. When I meet the new customer or they meet me for the Read more

A Way to Serve with Empathy - 11/2/21


We first wrote a Tip of the Week on empathy back in 2008. It was the most important customer service skill then, and it’s the most important customer service skill now.  And as we’ve noted in society, empathy is becoming a word that is used more often in more Read more

Channel Your Inner Aristotle - 10/26/21


Aristotle once said: We are what we repeatedly do.  Excellence, then, is not an act, but a habit. This is a very interesting statement.  We need to break it down to fully understand and appreciate it. We are what we repeatedly do. Let’s focus on the word repeatedly.  None of us is Read more

To Improve, Understand Why You Do What You Do - 10/19/21


In the 7 Habits of Highly Effective People, Stephen Covey says that habits form at the intersection of desire, skills, and knowledge.  Desire is the WANT TO do something.  Skills is the HOW TO do something.  Knowledge is a combination of the WHAT TO do and WHY TO do Read more

Tailor to the Type - 10/12/21


We’re all different.  We’re all unique.  Every customer is different and unique, as well, and we should treat them as unique individuals. While we should see each customer as unique, before we fully get to know the customer, there are some core philosophies to take into customer conversations based on Read more

Avoid the Silence; Build the Relationship - 10/5/21


Our interactions with customers are “Moments of Truth.”  These Moments of Truth can be conversations with a customer about some complaint, encounters when they're in the drive-thru, questions about an order that the customer calls in to the company, or brief interactions in the lobby of a government building. Sometimes Read more

Make it a “Good Busy” - 9/28/21


When I’m speaking with colleagues or clients, I’ll often ask how their day is going. The response I get almost once a week is something like:  I’m incredibly busy! When I get that response, sometimes I’ll ask whether it is a “good busy” or whether they are “fighting fires.” I’ll ask Read more

They Booed You. Should You Boo Back?

Posted on in Business Advice, Sports Please leave a comment

When Cleveland Indians’ pitcher Chris Perez chastised fans for not showing up at the stadium and for booing the first place team, a Sports firestorm erupted. How dare the player get on the fans?! What right does he have to rip fans?! Where does a rich player come off chastising people who pay their hard earned money for entertainment…and his paycheck?!

In the article Chris Perez calls out Indians fans, Perez’ rant is documented, and the team’s counter to his comments is noted as well. The team distanced themselves from his words, and praised the fans.

When you hear about this story, what it essentially comes down to is last place attendance for a first place team. So Perez’ solution to the issue is to say “Hey! We’re in first! Support us!” It’s an emotional reaction from a guy who apparently wants to win and wants support.

But that’s just the solution; nowhere in the article does it get at the root cause of the attendance problem. Many sports teams (many businesses for that matter) address issues with attendance or sales or revenue or retention with solutions without ever determining the root cause of the problem.

I was once told by the owner of a professional football franchise that the only thing that drives attendance is “wins and weather.” Well if that was true, then we could put a mathematical calculation together that looked at weather forecasts and wins, and determine attendance every year. If that were true, you could fire most anybody in business operations as well as game day staff, and there would be no impact on attendance. So while wins and weather have some impact, they don’t tell the whole story.

For the Cleveland Indians or any organization to truly fix attendance/sales/retention issues, they have to learn how to get to the root cause – what can be controlled in business operations, in particular. They have to think about how to – on an ongoing basis – learn from fans, develop relationships with fans, retain and grow business with fans.

Don’t let your company’s players try to guilt fans into spending their money with you. Find out why they left, and address those root causes to keep them.

Interested in addressing your team’s fan relations/retention? Check out: http://cssamerica.com/csssport.htm