nba | Customer Service Solutions, Inc.

When You Can’t Say “Yes to the Address” - 2/7/23


I was interviewing a frontline staff person for one of our local government clients recently as part of our CSS Training Development Process.  They described their customers and the difficult situations that they face, their tougher conversations with customers. This individual supports local events, so there’s a lot of planning involved.  Read more

How to Fix Other People’s Problems - 1/31/23


I was helping a friend navigate some healthcare processes recently, so I conducted a 3-way call with my friend and the physician practice to try to get things cleared up.  The employee I spoke with on the phone - let’s call her Katie. There had been poor communication between different Read more

What to do When You’re in the Middle - 1/24/23


Bob and Sarah are arguing, and you’re in the middle.  Bob’s an employee, and Sarah is a customer, and they have a difference of opinion.  Somehow you’re involved even though you didn’t have anything to do with the interaction in question, the complaint being addressed.  You find yourself being Read more

Is the Customer Issue an Organizational Issue? - 1/17/23


Customer retention is vital.  Most of next year’s customers are going to be those who are this year’s customers. So, the more you lose today, the fewer you will have tomorrow.  Organizations conduct research, data mine, or bring in consultants to help identify those customers who may be most Read more

Decide Who’s Driving the Bus - 1/10/23


I once heard a speech titled: Who’s driving the bus? I knew the speaker beforehand, so that made his talk extra special.  It was funny and relatable and held many words of wisdom.  The crux of the speech was that every one of us has our own facets, our own Read more

Create a Personal Vision for the Year - 1/3/23


This time of year is all about the New Year’s resolution.  We’re going to exercise or eat differently!  Then…2 months later, who knows what’ll be happening, but at least you set a goal.  For many of us, that’s progress. For businesses, that New Year’s resolution often has to deal with Read more

Avoid Making a Bad Situation Worse - 12/27/22


Twitter.  When you hear that word, does your temperature rise?  Do you roll your eyes?  Do you ask: What is Twitter? From a customer service perspective, Twitter has evolved into a virtual place for consumers to complain about businesses.  For those businesses savvy enough to understand the importance of communicating Read more

2022 Holiday Poem - 12/20/22


The year is winding down. The work is still up front. We’re making that transition to close out the 12th month. We’re trying to find a balance between personal life and work. Trying to be kind to people even if they’re acting like a jerk. It’s taking all of our patience and our Read more

Open Minds and Ornery Customers - 12/13/22


We all have to deal with some crazy customers, at times.  They might be loud or sad.  Flighty or mad.  They may have unrealistic expectations or think it’s OK to skip past people in line because their need must be more important than the others.  Some are rude, some Read more

Apply These Values for Great Customer Service - 12/6/22


One of the industries where we do a lot of our work is local government.  These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face.  But they need to deliver a Read more

How to Avoid Refunding Fans

Posted on in Business Advice, Sports Please leave a comment

Blog 1-29-15The New York Knicks are terrible – 9-37 as of today. And with the highest ticket average ticket prices in the NBA at almost $130 per seat per game, fans aren’t happy according to a recent New York Times article. Many even want refunds! Yet, the Knicks repeatedly report attendance near capacity. How? To a large extent, it’s about supply and demand. But most sports organizations are not located in a city of over 8 million people, so when the product on the court (or field, pitch, track, or rink) is terrible, what can be done? This is when the season ticket service and sales representatives of the world have to focus on what they can control. Here are some things that reps can control, which have nothing to do with the team’s performance:

  • Your relationship with your accounts
  • Your knowledge of their renewal drivers
  • Your knowledge of which of your organization’s services, information, programs, and solutions can address those drivers
  • How often you reach out to them personally
  • How you reach out to them personally (preferably in the way your client prefers)
  • Your understanding of how they’re leaning toward renewals
  • Your understanding of their favorites – players, visiting teams, aspects of the game experience
  • Your knowledge of why fans of similar profiles have left in prior years
  • Your knowledge of their share partners
  • Your knowledge of what benefits are most important to them – and which are irrelevant
  • Your understanding of how they use their tickets
  • Your knowledge/skills about how to deal with the irate customer

What’s the key takeaway?

You can’t control the play on the court. But your knowledge of your account, your personal skills, how/when you communicate with your clients – those are all things you can control. It’s very easy (and understandable) to look at the play on the court and be frustrated. To get over the frustration, focus on what you can control. Work on your knowledge, skills, and communication with clients.

Build yourself up to build renewal rates.

Did you like this post? Here are other Sports-related posts:


The Approach to Redesigning the Clippers Fan Experience

Posted on in Business Advice, Sports Please leave a comment

Blog 10-22-14Steve Ballmer made billions with the technology giant that is Microsoft, but with his latest massive personal investment (his purchase of the NBA’s Los Angeles Clippers), Ballmer is targeting something where technology is not the focus. According to the article Clippers 2.0 to be big on ‘fan experience,’ Ballmer says, Ballmer is focusing on the fan experience. He’s got a winning team, a top coach, basketball superstars…and he’s focused on…the fan experience. You may ask “Why,” but I’m going to ask “How?”

“You’ve got to think about what things are like in the arena. You’ve got to think about what things are like in the community, on the broadcast and what things are going to be like on the phone, on the go, on the PC, whatever,” Ballmer said.

He’s taking a look at the experience from the customer’s perspective – what do the fans see at the Staples Center? How does the community perceive the organization, what is life like in the community, and how does the community experience the Clippers?

In other words, to gauge the experience and learn how to improve, you must first know your customer and know how your customer experiences the organization.

This is a core concept that is not understood by enough sports organizations. Too many companies take their MBAs, their Doctorates, and their decades of business acumen; then, they decide to assume what would make a great experience, because they know best. They create new product-oriented concepts and push them to the customers, because they’re more creative. They design the perk or the benefit or the marketing scheme, because they’re just smarter.

But those that really know best and really are the smartest do this – they see the business through the customer’s eyes. They identify core customer needs and customers’ decision-making factors in determining whether to come back or spread positive word-of-mouth. They listen to the Voice of the Fan, and they act to give the fan what they desire.

If you’re looking for a smart strategy for building your fan experience, start by surveying and talking to fans, seeing the experience through their eyes.

Did you like this post? Here are other Sports-related posts:

Learn about our CSS Sports services at: http://cssamerica.com/sports


Teamwork Spurs a Title

Posted on in Business Advice, Sports Please leave a comment

Blog 6-25-14Basketball can be a beautiful game. While dunks are great shows of physical force, it’s the constant movement of the ball ending with a slash to the basket, a 3-pointer from the corner, or – yes – a vicious dunk that make it beautiful.

The San Antonio Spurs won their 5th championship last week in 15 years, but it wasn’t just a tribute to the longevity of their star players. It was also a tribute to teamwork; it was meshing of young talent and an “over-the-hill” 38 year old. It was about a coach who would yell at you one minute for using poor technique in guarding a shooter and then encourage you the next. It was about that leader showing what Vince Lombardi called “football love” – love of a teammate or a player even if you don’t love the action. Working together for the good of the whole, even if that means that statistics of the individual may suffer.

How does this relate to customer service? Well it relates to the culture of an organization, and to sustain great customer service, it’s not about hiring a few key individuals and hoping they overcome the shortcomings of others or overcome bad leadership or overcome poor processes.

Service EXCELLENCE requires having a culture that fosters teamwork for the good of the organization and the customer. Great customer service requires everyone to understand how they impact the success of co-workers and to work to make those fellow employees successful.

The Spurs story for this season, in particular, was one of selflessness and continuous movement – players working in concert on offense and defense – trusting the system and the leaders. It was a beautiful thing to watch – and it was successful, setting records for point differential in a playoffs and in a finals.

Does your company truly want to have great customer service? If so, keep the information moving. Work together toward a common goal. Make the team win more important than the individual accolades. Have leadership that can teach, redirect, reinforce, and reward. Do what you do for each other and the customer, and your personal success and rewards will follow.

Learn a few Spurs lessons in Teamwork.

Did you like this post? Here are other Sports-related posts:

Also, check out our CSS Sports Consulting, Training, and Research Page at: http://cssamerica.com/sports