fan relations | Customer Service Solutions, Inc. - Page 10

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

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

For Some Angels, the Devils are in the Details

Posted on in Business Advice, Sports Please leave a comment

There are times when the best tool in customer service is…a calculator.

The Los Angeles Angels of Anaheim (a Major League Baseball team) got a PR black eye recently when it told ticket holders to redeem vouchers for their “advanced ticket packages” (about 7,000 were sold) at the stadium starting on a Tuesday at 9 a.m. Just to set the stage – there was a potential for thousands of fans to show up at the stadium at the same time to select seats.

Almost needless to say, this didn’t turn out well. In the article Angels’ ticketing fiasco is latest case of bad customer service, the author notes that 1,000-2,000 people showed up, and no more than “a few hundred” made it through the line by the time the box office closed at 530p.

Angels management told the author that essentially: (1) There were a lot of people wanting vouchers, (2) It takes a while for each person to select seats, and (3) What did you expect?

The bigger question is “Why didn’t the Angels use a calculator?” If they would have estimated a conservative 1,000 people at 8 minutes per transaction, then that’s 133 staff hours required. If you’re only open 9 hours, you need at least 15 booths open the full 9 hours. That’s BARE MINIMUM. In fact, they had as many as 2,000 people there and only had 7 booths open. They should have known weeks in advance that this was a major blunder waiting to happen by simply taking out a calculator and pushing a few buttons.

If customer service is important to your organization, and you have an upcoming event, do simple projections on volumes and workload, and make sure you have the staffing to support it.

Customers care about their time. Take a minute and grab a calculator to ensure you can show that you care about their time by minimizing waits.

Think this is interesting? See our work in Professional Sports at: http://cssamerica.com/csssport.htm


Don’t Fight the Fan

Posted on in Business Advice, Sports Please leave a comment

Don’t pick a fight with a customer. Don’t throw a baseball at them. Don’t kick a football in their direction. Don’t smack a slapshot over their head.

In the article Flyers touching third rail of fan relations, Phil Sheridan gives multiple examples of players chastising fans for complaining (about the play on the ice or a sign outside a stadium or performance on the field). The crux of the article is that it’s a big risk for a player to attack (verbally or otherwise) fans just because the fans are complaining. Even though many athletes don’t think fans understand what’s it’s like to be in their shoes, many athletes don’t understand the fan’s perspective, but they should be willing to learn.

When fans are passionate, they can impact a game. When they care for a team or club, they’ll spend money on them. And when fans impact a game or they spend money, they impact the organization and its players.

It’s the same thing with any other business. Customers have opinions, and if they care enough to voice those opinions, they’re conveying their passion. But they’re also giving you advice (on what to do differently or how to interact and engage them differently). The customers are sharing their expectations. And if customers care enough to complain, we need to care enough to encourage that dialogue and listen.

Studies have shown that customers are far more likely to stick with you if they complain than if they have an issue and don’t complain. They are far more like to stick with you if you address their issue than if you don’t.

Let the fan talk, vent, complain. Listen and learn. Encourage dialogue. Because if there’s dialogue, that means they’re engaged. When the dialogue stops, that’s when you should start to worry because that might indicate apathy and a lost customer.

Don’t shut down customer complaints.

If you liked this, you might like our podcast episode of “Stepping Up Service” called “Take a Football Approach to Culture Change

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Make Your Customers Loco…or Los Loco

Posted on in Business Advice, Sports Please leave a comment

Giving a little recognition to a friend – Jeff Munneke of the Minnesota Timberwolves. His team’s Fan Relations efforts were recognized in an nba.com article.

One section of the Target Center has been branded “Los Locos,” and they essentially stand and cheer the entire game – making LOTS of noise. They pattern this after what the fans of many college hoops teams and soccer clubs do, and it not only keeps energy in the arena, but it’s fun.

But here’s the key point – this isn’t some made-by-sports-scientists concoction. This is a home grown, grass roots, fan-driven idea. Fans came up with the idea, decided to do it, and did it, and Jeff (the T-Wolves’ VP of Fan Relations and Guest Services) and his team jumped on board, helping as needed and requested by Los Locos.

So how does this apply to other sports teams or other businesses in general. Think of 3 key aspects to this:

· There was enough of a personal relationship and enough ongoing dialogue between fans and the organization that the discussion could even happen.

· The team was responsive to the idea and supports it however possible.

· The team lets the fans drive Los Locos.

Now think about your team or business. How can you grow your relationships with, your ongoing dialogue with, and your idea generation from your customers? How can you make sure you’re responsive to those ideas? And how willing can you be to let your customers drive change in your business?

Ask these questions of your own business, and let your customers go a little Los Loco.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


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