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Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

4 Actions for the Customer - 9/10/24


One way to look at the difference between proactive and reactive is that proactive is something that’s often done before it absolutely has to be done.  Maybe it’s something done that really doesn’t have to occur, but your professionalism takes over, and some action or communication that you know Read more

Don’t Kick the Problem Down the Road - 9/3/24


The error was obvious.  Shania is a clerk at a local government office, and she could tell that something was wrong with the permit request.  She was about to reject the request because the address was invalid. If this would have been handled like the normal process, Shania would have Read more

Reflect the Best of Your Customers - 8/27/24


When Alice walks into a business, whether it’s a restaurant or government building, whether it’s a Goodwill or a grocery store, she has a certain way about her.  She’s the customer, and it’s not unusual to hear her say to the employee:  Thanks for being here today! It’s not unusual Read more

Create Your Personal Motto - 8/20/24


Take a look at these mottos: It’s the real thing. Just Do It. Have it your way. Betcha can’t eat just one. Breakfast of champions. Do you know the companies?  The answers are at the bottom of this tip. So why am I asking you about mottos?  And why do almost all of them make me Read more

Create MAGIC with Your Customers - 8/13/24


Years ago, we worked with the Orlando Magic in the NBA, and they needed more consistency in their customer service – they needed a standard of engagement with the fans and their account holders.  They were trying to identify the “Orlando Magic Way” – their desired customer experience with Read more

Build Strong Customer Connections - 8/6/24


We’ve worked in health care, education, local government, finance, pro sports, and many other industries.  And while our clients’ customers are often different, their specific scenarios for engaging those customers are different, and policies and procedures are different - there’s one thing that is pretty similar.  And that is Read more

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When You Take Away a Takeaway

Posted on September 18, 2013 in Business Advice, Sports 1 Comment

I went to a Carolina Panthers game with a friend a couple weeks back, and he told me how he has a box with all the tickets to all the events he’s attended over the years. The problem is that nowadays, you don’t get physical tickets as often – you might print them off the web, but it’s just not the same.

We like the tangible, the feeling of holding something in our hands – as a sports fan, we like having the ticket, the game time guide, the souvenir cup – something tangible to take away from the experience. It’s a physical reminder of a memory.

So when sports fans have that takeaway taken away, sports organizations need to think about the value of that tangible reminder of the experience, the memory it represents, and the memorabilia aspect to it.

In the article The Caps season-ticket holder box, Washington Post blogger Dan Steinberg notes “Sports fans love those beautiful, fancy, full-color, heavy-stock tickets they used to receive. Many season-ticket holders described with joy their excitement upon receiving their tickets each winter, how they would immediately take them out, and stare at the pretty pictures, and hold that thick paper in their hands.”

He then addresses how one team – the Washington Capitals NHL team – has addressed that by sending out a STH package without the tickets. Check out the article to see their approach and the perks they provide.

Just as with any customers (sports fans or not), when you get ready to take something away (even if it’s simply a ticket), think about this from the customer’s perspective. How will they feel? How will they interpret the action? What will this say about your organization? Then determine how to communicate the decision and what else you might be able to provide in its place to lessen the loss.

Learn some Capital lessons from this takeaway being taken away.

Interested in improving your organization’s fan retention and revenue? See our other blog posts at: http://serviceadvice.cssamerica.com/category/sports/

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


When Leadership Creates an Avalanche of Troubles

Posted on June 5, 2013 in Business Advice, Sports Please leave a comment

The organization needs to improve its culture. Leadership was blind to the issues that were surrounding it and resting on their laurels.

It was obvious that the culture had changed for the worse, leadership was driving in the wrong direction, and the main way to change the culture was going to be to change the people at the top.

So is this a Fortune 500 company? Was it one of the industry leaders in high tech? Was it one of the old-time manufacturers trying to rebound?

No, these organizational issues that sound all too familiar in big business actually were presenting themselves in a professional hockey team.

We are not personally familiar with the Colorado Avalanche and all their issues, so we’re simply noting an article that had its own take on a need for organizational change (Colorado Avalanche: New Front Office Must Show New Direction Quickly). However, the lessons learned still apply. Leadership had issues with player relations, and that impacted fan relations as well as performance on the ice. So the new leadership will need to work to improve those relationships, but the article’s writer noted that the new Team President will “need more than just his word that he cares just as much for the Avalanche (as the local NBA franchise). Actions speak louder than word.”

For any kind of culture change to get everybody going in the same direction, not only does that Vision need to be articulated, but leadership also needs to exhibit the kind of behavior that is expected of others. What leadership in organizations says is only part of what moves it toward the Vision. Look at what leaders’ behaviors really tell you about them and the Vision. Is there alignment or disconnect? Do leaders do what they expect of others? Is there a common purpose and direction?

Before you take that slap shot, make sure you’re pointed at the goal.

Interested in improving team’s Fan Relations and Retention? See more at http://cssamerica.com/csssport.htm


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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