Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders. They were trying to identify the “Orlando Magic Way” – their desired customer experience with something catchy, something that really conveyed the feel they wanted to create in every customer touch point, every encounter.
We developed this standard for team members to use when navigating conversations with account holders: Create MAGIC with Customers.
- Meet the Customer – Go to the customer, be welcoming, initiate the conversation
- Actively Listen to Your Customer – Be inquisitive, ask questions, confirm their need or want
- Get Engaged when Taking Action – Talk to the customer while you work on their behalf
- Identify More Needs – Before wrapping up, ask what else they need
- Close “Up!” – Always end with appreciation!
It’s about proactive engagement, listening, keeping the conversation going, being patient enough to inquire about other needs, and making a great LAST impression.
Create MAGIC with your customers.
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