Arizona state | Customer Service Solutions, Inc.

Handle Interruptions Heroically - 6/18/24


In the middle of a project, Jimbo, the customer service team member, had to stop what he was doing because he received an e-mail from a customer complaining about their experience at a recent event. Later that day, Jimbo was asked by his boss to put everything on hold for Read more

From Employees to Teammates: The Shift - 6/11/24


Be a great teammate. Be a good team player. We’re all part of the team. We’re no longer employees, we’re team members! The phrase “Team” is used in describing co-workers so much more than it was used years ago.  Then, we would be talking about employees, talking about staff, talking Read more

Nurture New Relationships - 6/4/24


Freddie was a new business owner in town.  He was launching a franchise, had acquired some funding from a local bank, and was in search of staff who cared about customer service. All the while, he was in the process of renovating a storefront for his business, so he was Read more

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

A Complaint is a Gift - 5/7/24


A complaint is a gift.  Okay, so the complainer is not always a “gift.”  The customer’s delivery of the complaint is sometimes more like a stocking filled with coal than a vase filled with roses.  But this is why we need to be able to differentiate the complaint from Read more

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

Fan Loyalty is a Sun Devil of an Issue to Address

Posted on in Business Advice, Sports 1 Comment

To build fan loyalty, is it just about wins, or is it also about fan relations?

I talked with the owner of an NFL team years ago about building fan attendance, discussing with him the issues that the organization faced at the time. I asked about what initiatives the organization was taking in the area of fan relations. His response was that “only wins and weather drive fan attendance.”

Well if that were the case, then you could do mathematical calculations each year to determine how many fans would attend games. You wouldn’t need to do fan surveys, have security at games, offer concessions, have game day customer service staff, have account representatives, have sales staff (except to take orders), and generally do anything beyond open the doors to the stadium.

The real truth is that the game day experience matters. Relationships matter. Being valued as a fan matters. So do wins and weather, but there’s so much more to building loyalty than those aspects of the experience.

At Arizona State University, the athletics department is trying to build fan loyalty and relations. According to the article ASU athletics undergoing face-lift, changes in culture, fan relations, the new Vice President of Athletics, Steve Patterson, is trying to change the culture of the organization. He’s building personal accountabilities; he’s working to improve the game day experience; he’s ensuring facilities are conducive to communications and relationship-building with prospective and current student-athletes (and their families). He created a championship vision, and he’s trying to create a championship environment for the students, coaches, and fans. He’s trying to create an environment where success is facilitated.

To facilitate means “to make easy.” But there’s nothing easy about becoming a champion. However, individuals on the business side of athletics can have a significant impact on the ultimate success of a program in the minds of the fans. These individuals can impact relationships, word-of-mouth, reputations, and loyalty. They can impact the business side and help foster enthusiasm on the sports side.

Fan loyalty isn’t just about “Wins and Weather.” Fan loyalty is about the fan.

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