Ron Goch
The Telios Group
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Rewarding Customer Service
January 23rd 2007
Q. I’d like to start a program where our employees are recognized for excellent customer service. We train our staff on how to assist our fans and answer their questions, and I believe we could better reinforce if we offer some kind of award or incentive program. Are there any good examples in sports?
A. This is a great idea and I’d encourage you to consider implementing a Mystery Fan or secret fan program – similar to a mystery shopper program – which we offer our clients to evaluate their event presentation, fan engagement, and overall customer service.
Inform all event staff members of the Mystery Fan program – which many sports teams have implemented over the years to successfully improve its customer service – and create employee recognition program for those who are “caught doing things right.”
It’s only human nature to catch people doing things wrong and attempt to correct the behavior, and it’s refreshing to see sports teams implementing programs to recognize, reward and reinforce selfless and positive actions by staff members who go out of their way for fans.
Back in July, I shared in a Telios Tips blog post a program offered by Hilton Hotels titled “Catch Me at My Best”. It’s a neat program, and a similar strategy to recognize and reward employees for excellent customer service could be created in a similar way for sports teams.
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Ron Goch, The Telios Group
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