fan relations

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Build Goodwill with Co-workers and Customers - 11/10/26


All relationships are different.  We want to have good relationships with co-workers, after all – those are the people we spend the most time with each week.  We want to have good relationships with customers since they’re the ones that provide the revenue and inflows that allow us to Read more

How to Avoid “Groundhog Day” - 11/3/26


It’s Groundhog Day, where you’re living the same day over and over and over again. You have heard basically the same complaint from 4 different customers in the past week.  The bill is incorrect or confusing, and you’re having to spend a ton of time explaining things to the customer. You’ve Read more

Beware of Scary Telephone Customer Service - 10/27/26


As we near the Halloween holiday in the United States, it seems appropriate to discuss examples of scary customer service, particularly on the telephone.  Here are a few common issues that frustrate and annoy customers.  These are experiences to avoid delivering, and alternatives to adopt: The customer calls, describes their Read more

The Art of the Successful Script - 10/20/26


You’re the customer.  You go to the store, and they ask if you have a loyalty card.  You call the doctor’s office, and they ask for your birth date.   You walk up to the counter, and they ask if you found everything you were looking for. These are all valid Read more

The Key Building Block for Your Customer Relationship - 10/13/26


An automotive manufacturer gets supplies for their vehicles from all over the world.  They have arrangements, service level agreements, expectations for timing and quality of all the parts.  And when they gather all these supplies, they assemble the cars.  They test the cars.  Then they take pictures of those Read more

Be Flexible to Fill the Gaps - 10/6/26


The non-profit has the expected challenges.  There are only 3 people in the organization, yet, they have the same responsibilities of a larger company.  They have to do finance, sales, marketing; they deliver their services to the community, and they need to keep a pulse on what’s going on Read more

Is This Good Customer Service? - 9/29/26


A friend of mine reached out to me recently as she waited for the electrical technician to show up at her house to do some minor repairs.  She had never worked with this company before, but they sent a text about the tech who was soon to arrive. The message Read more

Ownership when Fixing Others’ Errors - 9/22/26


We were conducting training with a client recently, and one of the participants, Jackie, is in a role in his organization where he goes out to the customer site to investigate issues, address customer complaints, and fix problems.  While he’s at the site, he often gets an earful from Read more

Why “No” is So Important - 9/15/26


The employee told the caller: “I don’t think that is possible.” The customer eventually hung up, and redialed to ask a different employee the same question. The employee responded to the customer: “That’s probably not the best way to do it.”  Then, the customer kept asking question after question, arguing Read more

It’s Not “You,” It’s “I” - 9/8/26


During a business writing course that I took years ago, the instructor had us write an e-mail.  I can’t recall if it was written to a co-worker or customer, but after writing this e-mail, she had us count every “I” and “You.”  We talked about how we need to Read more

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ESPN Study – Rankings for Fan Relations – What it gets wrong

Posted on September 27, 2012 in Business Advice, Sports Please leave a comment

ESPN’s annual Ultimate Team Rankings study includes a Fan Relations component. ESPN has fans rate their team’s Fan Relations based on this definition: Openness and consideration toward fans by players, coaches and management. While ESPN is right in that some of general Fan Relations is impacted by the player/coaches/management (and – these days – the replacement referees), there’s so much more than these groups and their “openness and consideration” that truly impacts relationships with fans.

We’ve worked with clients in the NFL, NBA, NHL, and MLS among other leagues, and typically the work is focused on Fan Relations. But the people driving much of Fan Relations are on the business operations side. They’re the ones who sell, service season ticket holder (STH) accounts. They’re the ones who field issues from those generating the majority of the ticket revenue annually. They’re the ones whose impact is significant on the STHs, in particular. They are the ones who study the concerns, get down to the root causes, and identify solutions in tickets, benefits, game day operations, game entertainment, STH events, and more operational services. In other words, these staff drive much of the true relationships with the teams.

When you study Fan Relations, you have to study what truly drives retention and renewals, what truly builds relationships, what truly resolves issues. So you have to have fans evaluate these services and staff.

ESPN provides a lot of great research, but when it comes to gauging Fan Relations, they have to do a better job of targeting STHs and ensure they study what drives revenue and renewals.

Interested in improving your sport’s team Fan Relations? See more at our new website! http://cssamerica.com/csssport.htm

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

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Sample “Direction of the Team” Letter

Posted on August 23, 2012 in Business Advice, Sports Please leave a comment

There are many reasons why fans stay and why they go – it’s not just about wins or the high profile player. It’s not just about the weather or the visiting team. For many fans, whether they remain fans or whether season ticket holders renew is based on the Direction of the Team. Particularly when there’s a change in ownership, worsening performance on the field or in the arena, or some significant change in personnel, many fans want to see some reason for hope. They want to know the Direction of the Team.

Last week, Houston Astros General Manager – Jeff Luhnow – wrote this “Direction of the Team” letter to season ticket holders (STHs). Check it out…

In short, he’s empathetic about the poor season, talks about lofty future goals, and tries to connect those dots with personnel moves being made. But one interesting thing he addresses is corporate culture. Although a large part of the reason for the letter is to convey hope and retain the STHs, one of the main ways to get the Direction he wants for the organization is to get everyone to experience winning, experience success. Even if this culture-building activity is starting in the minor leagues, Luhnow realizes that a change in mindset is required to truly change performance, and he realizes that changing a culture is a longer-term process.

So what’s the Direction of Your Team, or Your Business, or Your Organization? Clearly articulate it. Identify your “today,” and identify the desired tomorrow.

Define those activities that connect the dots between today and tomorrow, and make sure you intentionally change the culture at the same time.

Interested in improving your organization’s performance? Check out our Sports Industry Services! http://cssamerica.com/csssport.htm


Fan Loyalty is a Sun Devil of an Issue to Address

Posted on August 1, 2012 in Business Advice, Sports Please leave a 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.

Check out some of our Sports industry services! http://cssamerica.com/csssport.htm

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