vols | Customer Service Solutions, Inc.

There’s Positivity in Patience - 5/28/24


The employee at the financial services firm was working with a new client on a relatively simple loan.  The documentation was about as clear as it could get to the employee, but the customer had lots of questions.  The employee calmly, clearly, and specifically answered each question.  The meeting Read more

The Goal – A Great Experience - 5/21/24


The following is a narrative of a great experience (people, process, service, facility) at a minor league sporting event – key points that could apply to any business are in bold… Mark and I pulled into the parking lot, excited about the game.  The Slapshots had been on a roll Read more

Your Best Ability is… - 5/14/24


I enjoy watching sports, and I’ve even listened to some sports press conferences over the years, just to hear what coaches are saying.  Basically getting the leadership perspective from the sports industry either out of my interest or curiosity, or to figure out how to apply it to the Read more

A Complaint is a Gift - 5/7/24


A complaint is a gift.  Okay, so the complainer is not always a “gift.”  The customer’s delivery of the complaint is sometimes more like a stocking filled with coal than a vase filled with roses.  But this is why we need to be able to differentiate the complaint from Read more

Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

Of College Football and Fan Retention

Posted on 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.

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/