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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

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

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Smart 1-to-1 of Season Ticket Holder Research

Posted on November 19, 2013 in Business Advice, Sports Please leave a comment

Big data? Let’s start with Smart Data.

Pro sports organizations feel they know their fans well, and then they conduct their own fan surveys and are frustrated by the lack of useful information. The results are usually broad brushstrokes of fans – general ratings and likes/dislikes. However, research done the right way creates a 1-to-1 view of specific Season Ticket Holders (STHs). Consider the following 3 profiles of specific fans (we changed their names below) that came out of a research project we conducted for a pro sports club:

  • Fred Smith will definitely renew for next year. In fact, he’s considering adding seats and is likely to want to upgrade his seats. He’s a STH because he loves basketball and the perks associated with being a STH (particularly ticket exchange and the post-game shoot-arounds), but he’s dissatisfied with the direction of the team. He doesn’t know who to contact if he has ticket issues, and he doesn’t know the name of his account representative. Fred’s married, has a doctorate, and usually attends with a business associate or with his wife.
  • Janie Watson is a brand new STH, in her first season with the club. Janie’s uncertain whether she’ll renew her tickets, and although she loves the events, she doesn’t like her seats. She’s 32 years old, single, and loves the relationship with her account representative. She prefers to be contacted via e-mail, and – even though Janie loves her account representative – what’s most important to her is the game itself, getting in/out of parking quickly, her seat location, and getting ticketing needs/issues resolved quickly.
  • Bob Jefferson is somewhat unlikely to renew. He’s been a STH for 7 years, and he has the tickets for family entertainment. He’s become disillusioned the past few years because the ownership preaches family values, but several players and some of the game day staff don’t convey those values. Bob wants more opportunities for kids to interact with players, and he’s particularly dissatisfied with the relationship with his account representative, the attitudes of Security, and the game entertainment. Bob noted that he’d like to talk with someone about his issues with the team.

What would you be able to do with this information for these 3 STHs? The answer should be obvious. You know who to contact about what; you know what SPECIFICS to discuss with each. You know HOW to contact them, and you know whether you’re in sales mode or service recovery/retention-mode.

When you look to do fan research, begin with the end in mind. Structure STH research to tell you the level of information you need to nurture and grow relationships – on a 1-to-1 basis.

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


From Lament to Leading the Way – 3 Steps to BRE-Building

Posted on October 21, 2013 in Business Advice, Government Please leave a comment

I was having a conversation with an economic development professional (a Business Retention & Expansion manager), and he was sharing his organization’s approach to retaining and growing with existing local companies. It started positively, and then the more he talked, the more he described his issues:

  • He wanted to a “real” and robust BRE program.
  • The current program was too limited to conducting site visits once/year with key businesses.
  • He wanted “to have a continual dialogue with companies.”
  • He needed to more quickly use the results of the interviews in issue-resolution for the client and community.
  • There’s no system to their relationship-building with companies. It was too much of a task-focused endeavor.

Much of what the BRE professional was lamenting is common in the industry. Too much work, and too little time. So the focus is on hitting a targeted number of site visits, helping when issues arise in a manner that’s not efficient or systematic enough, having large lag time between gathering information and acting on well thought out strategies, and getting activities done more than relationships developed.

This is common…but it doesn’t mean it’s the step to greatness.

To take that next step, even if staffing resources don’t increase, several other aspects of the program should change:

  • BRE programs need to have a mix of research activities; overreliance on site visits (the most labor-intensive data collection method) reduces capacity for issue-resolution, planning, and real relationship development. Phone/web-based surveys, and BRE News Research are efficient ways of complementing site visits.
  • Creating 12-month Touch Point Plans helps organizations build client knowledge and relationships, often without having to take a step onsite. These need to be developed/executed to make relationship-building happen on an ongoing basis.
  • Developing resource databases and detailed search capabilities such as exist in some BRE applications expedites identification of people/grants/processes/services that can be used to impact business needs and issues. These databases can also expedite the sharing of resources with the business itself.

If you’re lamenting the difficulties in moving your BRE program to greatness, take these 3 great steps.

See more BRE blog posts at: http://brebuzz.com/bre-blog-posts/


9 Quick Ideas for Customer Service Week – There’s Still Time!

Posted on October 9, 2013 in Business Advice Please leave a comment

The World loves a landmark, an event, a holiday season, a moment in time. Greeting card companies especially love these milestones, because they’re usually a good reason to buy a card for someone.

Well this week is no different. In the business world, this is known as Customer Service Week. It’s a time to celebrate and recognize all stakeholders as well as refocus on the importance of customer service. So with the week halfway gone, these are 9 Quick Ideas you can still take and run with for this week and beyond:

  1. Have every employee write one handwritten Thank You letter or card for a key customer – appreciating their business.
  2. Have every supervisor/manager commit to writing one Thank You e-mail, letter, or card to an employee every other week – that’s 26 per year – noting appreciation for something specific the employee has done well.
  3. Identify 1 improvement your organization can implement over the next 30 days in how you reward staff for high levels of customer service – align rewards with desired behaviors.
  4. Convene a team of employees to identify the key issues or customer-related complaints they deal with on an ongoing basis. Commit to permanently eliminating the root cause of one of those over the next 30-60 days – benefits customers and staff as well.
  5. Identify 3 core customer service metrics to gauge monthly that everyone in the organization can understand and focus on as measures of performance.
  6. Create a Customer Service Book Club, and meet 1-2 times a month to discuss. We have an “unbiased” recommendation here to get started – Ask Yourself…Am I GREAT at Customer Service?
  7. Do a short survey via e-mail, using a web-based tool, or even via the phone with customers asking 2-3 key questions. For example:
    • What do we do best?
    • What are the main reasons you’re our customer?
    • How can we improve our service to you?
  8. Do a short survey with staff asking 2-3 key questions. For example:
    • What do you like best about the culture and work environment at our business?
    • What are the main reasons you work here?
    • How can we make this a better place to work?
  9. Have the CEO or some other executive host an informal party for staff, conveying his/her appreciation for what they do.

Find some way to appreciate your staff and customers.

Like these ideas? Then check out our Customer Service Tips of the Week.


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