fan relations | Customer Service Solutions, Inc.

What’s the Good Word? - 9/21/21


Each one of us talks to co-workers and customers every day.  And when you’re speaking with someone, there are always good ways to respond to questions or issues.  But there are also better ways to respond.  Since you’re receiving weekly customer service tips, I know you are all about Read more

You can read me like a book - 9/14/21


Let’s say that I’m the customer, so it’s important to listen to what I say when we’re talking.  However, sometimes there are hidden words within the words.  I’m not talking about the tone of voice that I use as much as I’m talking about the words I choose. Sometimes you Read more

Show Your Confidence - 9/7/21


“Self-confidence is the first requisite to great undertakings.” To do something great, you need to have confidence in yourself.  That confidence often comes from positive experience, preparation, understanding what has happened and could happen, and having the knowledge and resources and training to address it when it does happen. If you Read more

Dear Customer, What do you expect? - 8/31/21


Studies show that 40% of customer dissatisfaction was because the company didn’t meet the customer’s expectations.  The company overpromised and under delivered, or the company didn’t even do the bare minimum of what the customer expected. To avoid dissatisfying your customer, meet or exceed their expectation.  Simple, right?  It only Read more

Listen Here…or Hear - 8/24/21


To listen or not to listen?  That is the question… Okay, so I’m no Shakespeare, but I like to quote the masters – Shakespeare, Senge, Seinfeld – whenever I get the chance. Today’s topic is listening versus hearing.  There are distinct differences.  It's important to go beyond hearing what somebody says Read more

Show Nothing but R-E-S-P-E-C-T - 8/17/21


With the new Aretha Franklin movie, Respect, coming out, it’s a great time to talk about Respect in customer service.  Respect is a word, a concept, an experience that’s brought up a lot in customer service, and it’s usually discussed when someone has been disrespected, Respect is part of Read more

It Matters How They Heard About You - 8/10/21


In the 1,000+ surveys that CSS has conducted over the past 20 years, it’s interesting to read how our clients’ customers heard about them.  This question is typically asked of first-time customers, and it’s especially helpful for those customers because you don’t typically have a lot of information on Read more

Diss the Dissatisfiers - 8/3/21


Do people still talk about “being dissed?”  When I was growing up, we used to talk about how someone may get dissed by others – short for disrespected; you could also define “diss” as holding in contempt.  I understood the term “diss” and used the term, at times, to Read more

Keep it Simple in Complex Situations - 7/27/21


Life involves making a series of decisions, and whenever serving customers or dealing with difficult issues, those decisions can become more challenging. Part of what makes decisions difficult is that there are so many factors to consider:  People. Policies. Procedures. Places. Products. Processes. Personalities. Who are the people involved?  What policies Read more

Customer Service Experts have a Presence - 7/20/21


Standouts in the sports, entertainment, business, and political fields are sometimes said to have “an air about them.”  Unfortunately, that definition of air sometimes is perceived as an air of superiority or an air of condescension or something that doesn’t always have the most positive connotations. Well, the greats in Read more

Lessons Learned for COVID Era Sporting Events

Posted on in Business Advice Please leave a comment

Since the sports world has begun inviting fans back to their events on a limited basis, CSS has been fortunate to work on multiple events with our sports clients.  Much of our work is fan research-oriented, where before or after events, we are engaging fans to identify expectations, potential concerns, and overall experiences.  Needless to say, we’ve had a ton of lessons learned that we’re sharing with you today.

Find the Customer’s Sweet Spot

Every event is going to have precautionary measures – protocols to utilize in order to keep staff and fans comfortable and safe.  Realize that you are striving to provide a great fan experience, but part of that great experience involves the fans being comfortable enough to have a good time.  So before events, conduct research with fans so you have a sense for what are the most important characteristics or potential protocols that you could put in place, from the fan’s perspective.  Understand what their expectations are and their needs are to have the comfort and confidence to have a great experience.  Before trying to do too much or too little from a sanitization perspective, make sure you have an understanding of those key perception drivers from the fan’s perspective so you have a better chance of hitting their sweet spot for protocols.

Educate New AND Old Customers

Most sports organizations, if they do any pre-event education with fans, tend to tailor those communications to the first-time fans.  This is being done for obvious reasons – first-time fans are the least experienced in how to navigate the fan journey and how to do their part to have the best experience possible.  But in this COVID world, keep in mind that even long-term fans and season ticket holders have never experienced an event of any kind – particularly a major sports event – within a COVID environment.

Make sure that the educational path you take is geared toward these two distinct groups – the first-time fans and the long-term fans about to have their first COVID event experience.  Remember in these times, in order for the customer to be comfortable and confident, you need to become an educator to the fans of what the experience will be like and what THEIR part is in helping to create that safe environment.

Post-event: Research, Refine, Reinforce

Finally, we’re going to discuss post-event activities from 3 perspectives:  Post-event Research, Refinement of plans, and Reinforcement.

First, make sure that you’re conducting Post-event Research on the fan experiences and future expectations.  You want to know what you did great so you can recognize staff. You want to know what was most appreciated by fans, so you can replicate that action.  And you want to know what needs to most be improved upon, because just like the COVID findings and recommendations seem to change every day or every week, the approach for events is going to slightly change every day or every week.

Also make sure that you understand their future expectations.  Identify whether their likelihood to return will go up or down based on whether the number of protocols go up or down.  Gauge their likelihood to return and their likelihood to bring more people to the next event.  Gauge their likelihood to be a repeat COVID Era customer.

Refinement relates to operations and communications.  Based on the feedback from the fans, make those adjustments in your operations.  If you were successful enough to find the sweet spot in your protocols, then you’re just tweaking your operations event-to-event.  In terms of communications, if you do a good job proactively engaging and educating fans and asking how they want to be communicated with, if you do a great job after the fact in your post-event research of asking them what communications were most useful, most used, and most effective, then refine your communication strategy with fans so that you can – again – continuously improve.

Reinforcement relates to changing perceptions.  Fans have the experience that they have, and down the road when they’re making their decisions about recommending your event to others, coming back themselves, spending more money with you, the memories that they have and the perceptions they have days weeks and months down the road are going to help them make those decisions.  You can impact those down-the-road perceptions.  Send them communications about their experience, reinforcing what a great experience that they had, what success that the event had in mitigating negative outcomes from a health perspective, sharing visuals of people having a great time, and highlighting fan comments from post-event surveys about how much they enjoyed their experience and how much the protocols oftentimes enhanced that overall experience.

Take these lessons learned that we’ve gleaned from our client work, and make sure that your COVID Era sporting events deliver a great experience your fans as well.


Get Your Guru On – 8/25/20

Posted on in Customer Service Tip of the Week Please leave a comment

You may have heard of management gurus – these people who seemed to know all and be all, to have the wisdom of 1000 leaders.  Maybe you’ve heard it in your industry as a guru in sports psychology or the master of economics or sociology or human behavior.

And so you don’t roll your eyes at the thought of you being a guru, it’s always helpful to understand the origin of the word.  Upanishads in 10th century to 6th century BC said “The syllable ‘gu’ means darkness, the syllable ‘ru’ means dispeller; he is therefore called a ‘guru’ because he dispels darkness.”

I really like this definition – it goes away from the modern interpretation that gurus are far more brilliant than any of us could ever imagine being, that they are somehow superior intellectually to others.

The Situations with Darkness

With Upanishads’ definition in mind, how can we become gurus in our respective jobs?  The definition talks about gurus being people who can dispel darkness.  So to be a guru, you don’t have to have knowledge far exceeding others.  You just have to have a given situation where you can dispel darkness.

Maybe it’s dealing with the sports fan who is unsure whether to invest in tickets for games this year.  You could be dealing with the local contractor who is struggling with tasks he’s done 100 times because he’s so overwhelmed by economic concerns.  You could be dealing with a patient or a family member whose anxiety and fear of the unknown is understandably high.

How to Bring Light

Einstein once said that darkness is an absence of light, so how can you bring light in these situations?

You bring it in by listening to the other person.  You bring it in by truly trying to understand what they’re going through, even if you’re not going through it yourself.  You try to identify what is causing that darkness and see if there are some solutions that can be brought to light.  You try to bring some lightness in tone to the situation – often people are so concerned and burdened that just the positive/pleasant/upbeat tone and some levity, appropriately delivered, can bring light in the situation.

Being a guru can mean dispelling darkness.  It can be you enlightening them on new information.  It can be you bringing to light something that’s unknown to them, that may work for them.  It can be you being light at times in the tone you take.

To truly be a guru, understand what could be causing their darkness and dispel it by enlightening them, bringing solutions to light, and bringing a lighter tone whenever possible.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


How to Avoid Refunding Fans

Posted on in Business Advice, Sports Please leave a comment

Blog 1-29-15The New York Knicks are terrible – 9-37 as of today. And with the highest ticket average ticket prices in the NBA at almost $130 per seat per game, fans aren’t happy according to a recent New York Times article. Many even want refunds! Yet, the Knicks repeatedly report attendance near capacity. How? To a large extent, it’s about supply and demand. But most sports organizations are not located in a city of over 8 million people, so when the product on the court (or field, pitch, track, or rink) is terrible, what can be done? This is when the season ticket service and sales representatives of the world have to focus on what they can control. Here are some things that reps can control, which have nothing to do with the team’s performance:

  • Your relationship with your accounts
  • Your knowledge of their renewal drivers
  • Your knowledge of which of your organization’s services, information, programs, and solutions can address those drivers
  • How often you reach out to them personally
  • How you reach out to them personally (preferably in the way your client prefers)
  • Your understanding of how they’re leaning toward renewals
  • Your understanding of their favorites – players, visiting teams, aspects of the game experience
  • Your knowledge of why fans of similar profiles have left in prior years
  • Your knowledge of their share partners
  • Your knowledge of what benefits are most important to them – and which are irrelevant
  • Your understanding of how they use their tickets
  • Your knowledge/skills about how to deal with the irate customer

What’s the key takeaway?

You can’t control the play on the court. But your knowledge of your account, your personal skills, how/when you communicate with your clients – those are all things you can control. It’s very easy (and understandable) to look at the play on the court and be frustrated. To get over the frustration, focus on what you can control. Work on your knowledge, skills, and communication with clients.

Build yourself up to build renewal rates.

Did you like this post? Here are other Sports-related posts:


1 2 3 4 5 6 7 8 9 10 ... 19 20   Next »