season ticket holder | Customer Service Solutions, Inc.

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

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to 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:







Ticket Sales Down Due to Accounts Reducing Seats?

Posted on in Business Advice, Sports Please leave a comment

Blog 9-24-14Typically, fewer than 6% of season ticket accounts are likely to reduce their number of seats year-to-year. That’s based on a history of our CSS fan research in the Sports Industry. So when we read stories like USU football: Aggies looking to increase season-ticket sales where the Athletic Director notes the main reason for recent drops in season tickets is a reduction in seats by individual accounts, it’s odd to hear. The AD states “that the school’s tracking system shows the Aggies haven’t lost as many season-ticket buyers as they have the number of tickets bought. Many fans are buying two or four season tickets this year instead of six or more in years past.”

So what can cause a relatively unusual action – reducing the number of tickets – to occur? Among the factors not controllable by the club are the economy, the financial status of the accounts, families downsizing with kids going to college elsewhere, etc. But what are causes that the club can control?

What we’ve found is that when fans are keeping their accounts but reducing the number of tickets, this is a symptom of a wavering commitment to the team. The somewhat controllable factors are the following:

  • Concerns with the “Direction of the Team” – Fan is uncertain about whether their investment is worth the lack of a plan (or a poor plan) for improving performance of the club. The fan is less likely to want to invest big on something that seems like it’s going in the wrong direction.
  • Lack of Personal Connection – From a controllable perspective, there are no strong ties to account representatives that can communicate more 1-on-1 with accounts to allay concerns and strengthen ties. A strong relationship is not being built. Weakness drops commitment.
  • Decreasing Pride in the Team – The organization is doing little in the community or little to overcome negative perceptions of players, coaches, and other personnel. It’s no longer the “cool thing” to be a fan of the team – it becomes more of the cool thing to bash the team or hide your fandom. The organization is doing little personally with the fan to overcome these perceptions.

Much of the decision of the account to decrease their annual season ticket purchases is out of the control of the “business side” of the club. But that can’t be an excuse for failure. Look for those aspects of the organization, the experience, and/or the people involved that are controllable.

Look for those attributes that decrease perceived value or create doubt about the future direction of and relationship with the club.

Find ways to keep the accounts from dropping seats.

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







Ensure Your Voice of the Fan Approach Includes These Key Points

Posted on in Business Advice, Sports Please leave a comment

Blog 5-1-14Voice of the Fan – we use that phrase with many of our clients, but to clarify its meaning, sometimes it helps to look at examples.

The University of Florida’s “University Athletic Association” (UAA) is forming a fan advisory group that will provide feedback on how to improve the fan experience at UF football games, in particular. According to the article UAA to improve gameday experience through new fan advisory council, the advisory group “will select representatives from several season-ticket-holder demographics, including current students and boosters…The issue that needs to be discussed is how we can help students come in, but at the same time help people who have been season ticket holders for 40 years still have a good time at the game.”

These comments go to the heart of why a Voice of the Fan strategy is so important in sports. We can’t make the assumption that all fans are the same. Conversely, we can’t make the assumption that the long-time fans don’t matter – which often turns out to be a concern in the heavily marketing/sales-oriented world of sports.

We have to develop a strategy of dialogue with our fan base, that not only includes the surveys and 1-on-1 discussions with staff, but it also includes the sit-down discussions that get you depth on issues, creativity on solutions, and the fan’s perspective on potential changes being considered for the future.

Develop a Voice of the Fan approach that has at least these characteristics:

  • Includes a quantifiable component to evaluate multiple aspects of the fan experience, preferences, renewal drivers, etc.
  • Includes trended data through ongoing (including real-time) research or point-in-time annualized surveys.
  • Includes Focus Groups for deep dives on specific issues or about consideration of future changes/improvements.
  • Includes Advisory Boards that provide some consistent feedback mechanism as ideas are developed, refined, and moved toward implementation.
  • Crosses all key demographics or fan types.
  • Has predictive characteristics about retention/growth likelihood.
  • Uses multiple platforms (face-to-face, web, social media, e-mail, telephone, etc.) to ensure breadth of response.
  • Results in actionable information.
  • Shares back with fans the results and actions taken.

When you’re thinking about an advisory board, focus group, survey, or other research method, first make sure it’s getting at the voice of your true fans. Create a strategic approach to listening to and utilizing the Voice of the Fan.

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

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







1 2 3 4 5 6 7 8 9 10 ... 19 20   Next »