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Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

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Of College Football and Fan Retention

Posted on May 3, 2012 in Business Advice, Sports Please leave a comment

A University of Tennessee Volunteers football fan of 40 years is not renewing his season tickets. What makes this story interesting is that one person encapsulated many of the problems that fans of sports across the nation experience in one letter to the UT Athletics Director. The now former season ticket holder addressed:

  • Game times/scheduling that appease television networks but are inconvenient to ticket holders
  • How high-definition television has made the at-home experience “much more attractive”
  • Pricing of concessions v. pricing of ‘a beer in my fridge at home.’

If these points could be boiled down to two key items, those items are price and convenience. The price difference between staying at home v. going to the game is significant. The convenience of going to the fridge v. driving to the stadium, finding parking, waiting in ticketing and concession lines, finding your car, and going home are also significant.

So how do you overcome the significant price and convenience gaps? It comes down to the experience and the value. The game day experience has to be better at the stadium. The value (through the entertainment, the perks/benefits, the relationship-building environment (relationship-building between fans and between fan-team/club), the quality of the play, etc.) has to be significant enough to overcome the alternative – staying at home.

To simplify the challenge of retaining season ticket holders whose alternative is that at-home option, think of the challenge in these terms – What can you do with the experience and the value to overcome differences in price and convenience?

Narrow the battle to those four factors, and build a game plan for success.

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