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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

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

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Make Your Customers Loco…or Los Loco

Posted on February 16, 2012 in Business Advice, Sports Please leave a comment

Giving a little recognition to a friend – Jeff Munneke of the Minnesota Timberwolves. His team’s Fan Relations efforts were recognized in an nba.com article.

One section of the Target Center has been branded “Los Locos,” and they essentially stand and cheer the entire game – making LOTS of noise. They pattern this after what the fans of many college hoops teams and soccer clubs do, and it not only keeps energy in the arena, but it’s fun.

But here’s the key point – this isn’t some made-by-sports-scientists concoction. This is a home grown, grass roots, fan-driven idea. Fans came up with the idea, decided to do it, and did it, and Jeff (the T-Wolves’ VP of Fan Relations and Guest Services) and his team jumped on board, helping as needed and requested by Los Locos.

So how does this apply to other sports teams or other businesses in general. Think of 3 key aspects to this:

· There was enough of a personal relationship and enough ongoing dialogue between fans and the organization that the discussion could even happen.

· The team was responsive to the idea and supports it however possible.

· The team lets the fans drive Los Locos.

Now think about your team or business. How can you grow your relationships with, your ongoing dialogue with, and your idea generation from your customers? How can you make sure you’re responsive to those ideas? And how willing can you be to let your customers drive change in your business?

Ask these questions of your own business, and let your customers go a little Los Loco.

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

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

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