sportsbiz

Challenges Create Opportunity, People Create Change - 4/20/21


There are so many great things that have been said over the years about overcoming challenges, pushing aside the roadblocks of life, dealing with difficulties.  And these are important points of discussion because challenges are all around us.  There are challenges with our personal health or in our personal Read more

The Passive Predicament - 4/13/21


The employee is speaking to you.  Do they have that look in the eyes like they’re hanging on your every word, like they’re processing, interpreting, and getting ready to quickly respond to your key points and questions?  Or do they have the look of somebody in the 2nd hour Read more

Regain Lost Motivation - 4/6/21


For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers. We are all motivated in our own unique ways.  Some are Read more

The Answer is Right, but the Service is Wrong - 3/30/21


Maggie was irate.  The gift she ordered needed to be received by the 20th of the month so she could give it to her cousin for his birthday.  It was the 19th, and Maggie couldn’t find any shipping update online, so she called the company.  The employee said “Oh!  Read more

Question Everything, but What’s the Question? - 3/23/21


The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work? Sometimes it’s a great management Read more

The Resourceful Rep - 3/16/21


One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is Read more

Be Proactive like a Pro - 3/9/21


We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them. But many of us, frankly, don’t know how to be proactive.  Read more

Find One Unique Thing - 3/2/21


Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer - very brief and likely to be our only time chatting with this individual. And even though there may not be a long-term professional relationship developed, Read more

Should I Stay or Should I Go? - 2/23/21


Should I stay or should I go?  That’s not just a classic song by The Clash.  It’s also the question customers ask more and more, especially during difficult economic times. A recent study in the Charlotte Business Journal noted that 50% of North Carolina businesses are concerned with how to Read more

Optimism – A Force for Good in Customer Service - 2/16/21


Will 2021 be a better year than 2020?  I have absolutely no idea.  Maybe it would be nice to see into the future and know for certain, but I can’t and I don’t.  But as I wade further and further into this year, I can hope that the water Read more

Don’t Just Create Raving Fans…Keep Them

Posted on in Business Advice, Sports Please leave a comment

I love hearing ticket sales executives talking fan relations, promoting season ticket holder (STH) retention. Maybe 15-20 years ago in most major sports, fan relations was simply customer service or a function of the box office. Retention didn’t matter so much because for every STH lost there was one on the waiting list. Or even if there wasn’t one on the waiting list, the bonuses to the sales reps were better if they got a new account than if they renewed the one they already had; seem backward? Welcome to professional sports – we want to ring the bell, make the sale, close the deal. Marketing and Sales are sexy. Customer service is…well…serving others. Not so sexy.

Now fast forward to today. In a recent Sports Business Daily article, Todd Taylor of the Texas Rangers is highlighted as one of the “40 Under 40.” He’s the new executive vice president of ticket sales and marketing for the team. He is interviewed about his successes previously with the Milwaukee Brewers, and this modern day ticket sales exec talks about what? He says “The important thing was to stay very fan-focused and put a big emphasis on fan retention. We knew early on, for example, that we were not going to have a big bump in new sales after we got CC Sabathia and went to the playoffs [in 2008]. So we put our energies very strongly into retention and fan experience.”

Nice. And the decision is based on simple math. If you have $50 million of ticket sales revenue each year, if you can retain 90% v. 80% of that revenue, that’s 10% additional (or $5 million) saved from last year’s STHs that your Sales/Marketing gurus don’t have to find in new business just to offset the losses.

So how much revenue is your customer worth in one year? How much more revenue could your organization earn by retaining 1%, 5%, 10%, 20% more of that revenue year-to-year?

Put a number on it. Put that number in front of your Marketing, Sales, Financial, and Operational Executives.

Then tell them that it’s not just about making raving fans…it’s about keeping them.

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/


Where are all the fans?

Posted on in Business Advice, Sports Please leave a comment

There’s a reason why fan retention is so low among many sports teams, and it’s not just bad play on the field or a bad economy.

It’s about a core lack of understanding about what drives fan satisfaction and loyalty. Too many individuals who are charged with keeping up revenues are purely marketing or sales-driven. The key word is “purely.” Executives in these roles don’t often enough have training in client retention, understand a strategic view of retention, or think “long-term” when they map out retention plans.

Maybe it’s because MBA schools rarely teach customer service and customer retention principles. Maybe it’s because serving someone isn’t as sexy as closing a new deal. Maybe it’s because they don’t understand the true financial impact of retention strategies, research, and structures. Maybe it’s all of the above.

But if organizations want to be successful long-term…consistently…they need to understand external retention strategies and the internal structures and culture to drive those strategies.

They need to have dedicated leadership in charge of retention, incented on retention, trained on retention, and motivated by relationship-building and retention.

Rethink retention.

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/


NFL’s Super Bowl Customer Service – The Good, the Bad, and the Ugly

Posted on in Sports Please leave a comment

We’ll start with the Good.

In the bleacherreport.com article Roger Goodell and The NFL: Is Good Customer Service Still Alive and Kicking?, Jeff Cockery describes how the NFL dealt with 1,250 fans who had bought tickets for the Super Bowl only to be told they couldn’t sit in their seats due to fire code violations. The NFL found a way to relocate 850 of the fans, and then gave the other 400 a triple refund (they got paid $2,400 for $800 seats), got to watch the game in the stadium in a club behind the Steelers bench, received free merchandise, free food, and tickets to next year’s Super Bowl.

Wow! Almost makes me wish my seat won’t be up to code when I go to my next sporting event! Of course, that assumes that other sports organizations get customer service and loyalty like Goodell and the NFL league office did.

Now let’s go to the Bad and the Ugly.

Why did this happen in the first place? What was the root cause of the problem? How in the world could you successfully build a $1 Billion+ stadium and not be able to add 1,250 seats that meet code? And how do you not get it inspected early enough to rectify any problems if they arose? Is it poor planning, decision-making without the customer in mind, poor selection of a contractor, poorly designed agreements with contractors, or just plain greedy decision-making?

I don’t know the answer, but I hope somebody in the NFL or the Cowboys organization will find out. If they care about continuously improving, about getting better, about the customer, they’ll learn from this in a way that permeates the organizations. This error that impacted barely 1% of their stadium fans has generated more negative publicity than the additional revenue could ever have provided. And what saved the day (at least for now)? Customer service.

Let customer service guide your decision-making and actions up front, so you don’t have to use customer service on the backend to try to create something Good out of something Bad and Ugly.

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/