fan relations | Customer Service Solutions, Inc. - Page 19

Don’t Assume Their Motivation - 6/28/22


The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time. At a meeting to roll out the new policies, a leader Read more

It’s Not Always About the Outcome - 6/21/22


We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.” But all those great Read more

Ask: What is your goal? - 6/14/22


Through these Tips, we’ve shared our technique about how to meet the customer’s need right the first time.  It’s a conversation – a give and take with the customer where you hone in on what their true need or concern is, seeking more clarity to more quickly get to Read more

Make it Sincerely Yours - 6/7/22


I’d like to hear more.  I’m sorry about the situation.  Resolving your issue is important to me.  We appreciate your business.  Thank you for bringing this to my attention. These phrases are generally well-received depending on the situation.  But we want to make sure when we’re speaking to others that Read more

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

Service and Sales Need to Talk

Posted on in Business Advice, Sports Please leave a comment

We are fortunate to have a lot of professional sports clients. Typically when working with these organizations, the dual focus is season-ticket holder retention and sales growth. Many teams focus on creating synergies between their services area and their sales area. It is not just important for pro sports teams; it is also important for any organization. Let’s stick with the pro sports analogy to illustrate the point.

One key term used in the business side of pro sports is the need to create “synergies” between departments. In particular, one of the biggest potential areas of synergy is the service area creating sales leads for the sales division. This is a situation where service personnel identify potential group sales, event sales, or ticket sales through the relationship they have with their existing season-ticket holders. The service areas then send these leads to the sales departments to close. The synergies not only help the organization to perform better financially, but they help your organization to quickly generate sales by having the sales be created through leads generated from the greatest referral source there is – your current clients.

But thinking a little out of the box in terms of the relationships between these two areas, one great way where service and sales need to talk is where the education of one group by the other will pay dividends to the company. For example, salespeople know how to sell. They know the strategies, the mental decision trees, and the techniques to utilize. While many customer service people may detest selling, they must also realize that to do the best job possible in serving their clients, they need to periodically make offers on products and services to help address client needs. You’re actually doing a disservice if you don’t sell to some of your clients because they’re not getting their needs met. The sales personnel need to train service on key selling techniques.

Similarly, service needs to train sales. Sales people often think in a very transactional manner. While some are very process or relationship oriented, many more don’t understand how to think long-term and how to develop relationships using a long-term strategy. Service people in pro sports teams understand the concept of Touch Point Planning. They understand how to develop a relationship over time, viewing your customers as suppliers of information that will help you to retain them and sell to them in the future. Service personnel can teach sales folks how to be very disciplined and how to structure communication points with their clients, realizing that they need to get information from the customers in order to best sell to the customers.

While there are many organizations that experience friction between service and sales, the organizations that are most effective are those where service and sales talk with and teach each other.

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


Be Creative in Growing Your Attendance

Posted on in Business Advice, Sports Please leave a comment

There’s nothing worse on the business side of a professional sports team than to see more empty seats than filled seeds, to be sitting in the upper deck of a basketball arena and hearing the player’s sneakers instead of the fans cheering, for players to hear specific things fans are saying from 30 rows back because there’s nobody in the 29 rows between the player and the fan.

Advertising and marketing for years have been the lifeblood of professional sports franchises, but even in the NFL today all the advertising and marketing in the world cannot guarantee sellouts. So organizations have to be much more creative than they ever have been in the past. And much of that creativity needs to be directed at existing season ticket holders, existing groups, and existing mini plan holders. The organization needs to have a creative strategy for developing relationships with, pulling information from, and ensuring retention of these different client types.

To grow attendance through existing clients requires sound relationships from the start. It is much easier to ask for referrals from somebody with whom you have a good relationship. Is it much easier to suggest a seat upgrade to a plan holder if you know their personal situation better. It is much easier to suggest to a season-ticket holder a group event if you know what civic organizations that they are involved in, what church they attend, and what business needs they have. And it is much easier to suggest a ticket plan to people who participated in a group event if you have detailed contact and other pertinent information about the people who attended the event.

Professional sports organizations are typically so sales and marketing driven that they are in a constant push, push, push mentality. But if they were more concerned with the long-term relationship development with their existing clients and pulling information from them, then the upsell, cross-sell, or referral requests would be far more effective. 

Use relationship development as a vital starting point to business growth.

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


Break Your Customer Service Season into Quarters

Posted on in Business Advice, World of Customer Service Please leave a comment

A quarter is a very interesting thing. A quarter can be a form of money.  A quarter is a time period where public companies report their financials. A quarter is the portion of the pro football schedule where most coaches have divided up their season into four sets of four games each. They do this to best approach a segment of their schedule as well as analyze that segment.

To a business, when it comes to customer retention and growth, a quarter should be equally of interest.

When you are assessing the performance of your business as it relates to customer service, satisfaction, loyalty, and retention-driven growth, you need to also think of your measurements in terms of quarters. Those measures can come in the form of mystery shopping, satisfaction surveys, or focus groups. No matter in what form they come, you need to be evaluating your customer satisfaction at a minimum on a quarterly basis.

Keep in mind that customer satisfaction is driven in any organization by three factors:

  • The Attitudes, Skills, and Knowledge of the employees
  • The Processes within which the customers experience your organization
  • The Products and Services themselves.

So on a quarterly basis, you need to be assessing, analyzing, and addressing these keys to customer satisfaction and loyalty just as you would any other set of key metrics in your business.

Through the different methods of acquiring customer data as referenced previously, and including assessments of internal operational service metrics such as process times, wait times, queue times, first contact resolution, etc., you should have a dashboard of metrics that enables you to quickly see trends in satisfaction, loyalty, and growth.

If you always want to be able to make data-driven decisions that are the best for your company’s future performance, make sure you have hard numbers on such metrics as satisfaction with Attitudes, Processes, and Products.  Make sure you have hard metrics on customer retention rates or attrition rates.  Make sure you have hard metrics on average purchases per customer and frequency of visits.  Make sure you have hard metrics on referral rates from existing customers, and make sure you have hard metrics on the financial impact of each customer to your organization’s bottom line.

You need to manage the biggest component of your top line financials (the customer) at least as well as you manage all those detailed accounts on the expense side of the ledger. Create and utilize customer retention and growth metrics to help guide your company’s planning and performance improvement initiatives.

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