Lessons Ballpark
Lessons learned at the Ballpark, Tim Fulton often get the best training in customer service is not ... ... a son, Taylor, was ... me for weeks
Lessons Ballpark
Tim Fulton
I often get the best training in customer service situations is unlikely.
My six year old son Taylor, has been putting pressure on me for weeks to take him to a baseball game. At that time, I was still on strike, as the Major League Baseball fan. That's why I decided to take him to see a local team to play College Baseball Regional Championships.
The game was fantastic. He had all the elements that made baseball our national pastime: big hit, exciting, Fielding, and late-inning comeback by the home team.
In fact, the home team won the game.Taylor loved the game except for one thing. He had brought his glove to play for a foul ball that happened to drift in our direction. With each step, leaned forward in hopes of catching a souvenir ball.
Unfortunately, it is not a ball was hit our way.
If the final output, we wove our way out from the platform toward our car in the parking lot. When we arrived at the exit of the stadium, we did the manager of the stadium for the elderly. It seemed to be a former student of the University, or maybe just a fan of the game that have worked to get a free ticket to the gate. While the crowd in the street, the old Ghent was in the gate, taking care of your own walking business.As, the nurse suddenly bent down and grabbed my hand glove Taylor as if my son had to hide contraband in his glove .
"Son, you got a baseball glove?" He asked suspiciously.
Taylor was surprised by the strange and replied, "No" in a soft whisper.
At that moment, the nurse drew from his pocket and pulled a baseball glove and knocked clear of Taylor. "Now," the man said, smiling broadly, "Please come back again."
At that time, Taylor was like a statue staring at his glove in disbelief of his prize. As he looked at me with a smile that would melt any father's heart and brought her eyes damp.
I was stunned.
Taylor grabbed her arm and pulled me out of the pedestrian traffic in the car. On closer inspection, the ball was the official ball of the game, which probably had been locked out of the park and take a man.
Now, my son knows so much about customer service, not "Rugrats". But he made it clear that we are going to be regular visitors to the baseball stadium in the years to come.
In fact, it is safe to say that is a baseball fan for life.
In hindsight, I think that the gesture was one of the greatest examples of service "knock your socks off" customer I have ever seen in my life. As a result, relatively inexpensive, but a sincere gesture, a stage manager, baseball is a lifetime customer. This guy went to my customer service Hall of Fame.
So what's the moral of the story?
Consider your company or organization. What are your frontline employees are creating customers for life? Are they empowered to make marketing decisions about how to guide on the floor?
So much money we spend on marketing our product or service, we sometimes forget that customers are won and lost on the front line.
You have a Hall of Famer work for you? Or a customer service representative cricket policies and procedures to the extent that they are unable to take advantage of these "moments of truth". See 'ya at the ballpark.
Pictures/SnapShot :
Lessons Ballpark
Tim Fulton
I often get the best training in customer service situations is unlikely.
My six year old son Taylor, has been putting pressure on me for weeks to take him to a baseball game. At that time, I was still on strike, as the Major League Baseball fan. That's why I decided to take him to see a local team to play College Baseball Regional Championships.
The game was fantastic. He had all the elements that made baseball our national pastime: big hit, exciting, Fielding, and late-inning comeback by the home team.
In fact, the home team won the game.Taylor loved the game except for one thing. He had brought his glove to play for a foul ball that happened to drift in our direction. With each step, leaned forward in hopes of catching a souvenir ball.
Unfortunately, it is not a ball was hit our way.
If the final output, we wove our way out from the platform toward our car in the parking lot. When we arrived at the exit of the stadium, we did the manager of the stadium for the elderly. It seemed to be a former student of the University, or maybe just a fan of the game that have worked to get a free ticket to the gate. While the crowd in the street, the old Ghent was in the gate, taking care of your own walking business.As, the nurse suddenly bent down and grabbed my hand glove Taylor as if my son had to hide contraband in his glove .
"Son, you got a baseball glove?" He asked suspiciously.
Taylor was surprised by the strange and replied, "No" in a soft whisper.
At that moment, the nurse drew from his pocket and pulled a baseball glove and knocked clear of Taylor. "Now," the man said, smiling broadly, "Please come back again."
At that time, Taylor was like a statue staring at his glove in disbelief of his prize. As he looked at me with a smile that would melt any father's heart and brought her eyes damp.
I was stunned.
Taylor grabbed her arm and pulled me out of the pedestrian traffic in the car. On closer inspection, the ball was the official ball of the game, which probably had been locked out of the park and take a man.
Now, my son knows so much about customer service, not "Rugrats". But he made it clear that we are going to be regular visitors to the baseball stadium in the years to come.
In fact, it is safe to say that is a baseball fan for life.
In hindsight, I think that the gesture was one of the greatest examples of service "knock your socks off" customer I have ever seen in my life. As a result, relatively inexpensive, but a sincere gesture, a stage manager, baseball is a lifetime customer. This guy went to my customer service Hall of Fame.
So what's the moral of the story?
Consider your company or organization. What are your frontline employees are creating customers for life? Are they empowered to make marketing decisions about how to guide on the floor?
So much money we spend on marketing our product or service, we sometimes forget that customers are won and lost on the front line.
You have a Hall of Famer work for you? Or a customer service representative cricket policies and procedures to the extent that they are unable to take advantage of these "moments of truth". See 'ya at the ballpark.
Pictures/SnapShot :
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