Comments on: How to do Customer Service Right http://www.chrisconrey.com/how-to-do-customer-service-right/?utm_source=rss&utm_medium=rss&utm_campaign=how-to-do-customer-service-right Because Second Place is a set of Steak Knives Sun, 20 Nov 2011 04:24:53 +0000 hourly 1 http://wordpress.org/?v= By: conrey http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1551 conrey Mon, 13 Jul 2009 05:54:33 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1551 Paul - I think we agree on the central point but are off on the details. I agree that ticket sales are mostly derivative of winning and not customer service - but I think that customer service is more likely to keep marginal fans coming to games, especially during an off season. You and I don't count - we're baseball nuts. Paul – I think we agree on the central point but are off on the details. I agree that ticket sales are mostly derivative of winning and not customer service – but I think that customer service is more likely to keep marginal fans coming to games, especially during an off season. You and I don’t count – we’re baseball nuts.

]]> By: Paul Martinez http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1550 Paul Martinez Mon, 13 Jul 2009 05:51:45 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1550 Chris, I do think that it is more valuable to create an exciting and welcoming fan experience when the team is losing. It is extremely important that they create and atmosphere that makes visitors want to come back. All I am saying is that they are trying. I have seen tickets given away, invites to the suite and to the pool, free gear on a non-giveaway night and more. I am kind of biased since I frequent there. It has been a very rough season for the team and I am just frustrated because I see them trying. I am sorry that your experience was not as pleasant. Believe me, if I worked there or if it was in my power, I would make it up to you somehow. Chris, I do think that it is more valuable to create an exciting and welcoming fan experience when the team is losing. It is extremely important that they create and atmosphere that makes visitors want to come back. All I am saying is that they are trying. I have seen tickets given away, invites to the suite and to the pool, free gear on a non-giveaway night and more. I am kind of biased since I frequent there. It has been a very rough season for the team and I am just frustrated because I see them trying. I am sorry that your experience was not as pleasant. Believe me, if I worked there or if it was in my power, I would make it up to you somehow.

]]> By: T http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1548 T Mon, 13 Jul 2009 01:47:42 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1548 Let me know if you would like a proofreader for your blog :) “I can take try to care of your problem” ? plenty of bags hanging still on te racks Otherwise, good advice. Let me know if you would like a proofreader for your blog :)

“I can take try to care of your problem” ?

plenty of bags hanging still on te racks

Otherwise, good advice.

]]> By: Connor McSheffrey http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1547 Connor McSheffrey Sun, 12 Jul 2009 23:05:34 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1547 Never had a better customer experience than with Apple, they know how to do it right, but at a price, aren't you basically paying for that service already with the high Apple price tag? I'm not saying I don't love it but at the same time I am paying for it either way, but you are right Apple still goes out of their way beyond the warranty and beyond the value of a product to deliver their excellent customer service. Never had a better customer experience than with Apple, they know how to do it right, but at a price, aren’t you basically paying for that service already with the high Apple price tag? I’m not saying I don’t love it but at the same time I am paying for it either way, but you are right Apple still goes out of their way beyond the warranty and beyond the value of a product to deliver their excellent customer service.

]]> By: conrey http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1546 conrey Sun, 12 Jul 2009 22:44:41 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1546 Paul, do you not think that the fan experience is more valuable when the team isn't winning? They should be doing everything possible to sustain what people they ARE bringing to the park right? Paul, do you not think that the fan experience is more valuable when the team isn’t winning? They should be doing everything possible to sustain what people they ARE bringing to the park right?

]]> By: Derek Neighbors http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1545 Derek Neighbors Sun, 12 Jul 2009 21:45:39 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1545 I had a battery replaced on MacBook in under 10 minutes with no questions other than checking serial number for purchase date. In fact, the concierge helped me and didn't even need to push me back to a genius. I can't say every Apple experience I have had has been like this. I have dealt with many a NON genius. When events like this happen though it restores faith in spending money and makes me want to do business with them again. I have never had a good experience at the Diamondbacks (in person). This is largely because to start with the value proposition is horrible. Watching on TV is a better value proposition and I don't have to suffer intolerable service (it's unfortunate). I think overall professional sports are in trouble. Between poor customer service and increasing gap in value. I had a battery replaced on MacBook in under 10 minutes with no questions other than checking serial number for purchase date. In fact, the concierge helped me and didn’t even need to push me back to a genius. I can’t say every Apple experience I have had has been like this. I have dealt with many a NON genius. When events like this happen though it restores faith in spending money and makes me want to do business with them again.

I have never had a good experience at the Diamondbacks (in person). This is largely because to start with the value proposition is horrible. Watching on TV is a better value proposition and I don’t have to suffer intolerable service (it’s unfortunate). I think overall professional sports are in trouble. Between poor customer service and increasing gap in value.

]]> By: Paul Martinez http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1544 Paul Martinez Sun, 12 Jul 2009 19:53:33 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1544 I understand your frustration but your logic is flawed and I am not saying that just because I am a loyal D-backs fan. You are improperly concluding that the poor customer service is somehow related to ticket sales and keeping the fanbase engaged. In sports, winning teams sell countless products (Unless of course you are a legacy franchise. You sell regardless.). This can be typified by auto and motorcycle sales. While working closely with a motorcycle manufacturer, there was an indirect correlation between winning races and sales. The same can be said for safety ratings and award winning vehicles. No one wants a losing product. With the Diamondbacks, it has been clear that they have been struggling and that could be an additional force of influence to the ticket sales that you referred to. I understand your frustration but your logic is flawed and I am not saying that just because I am a loyal D-backs fan. You are improperly concluding that the poor customer service is somehow related to ticket sales and keeping the fanbase engaged. In sports, winning teams sell countless products (Unless of course you are a legacy franchise. You sell regardless.). This can be typified by auto and motorcycle sales. While working closely with a motorcycle manufacturer, there was an indirect correlation between winning races and sales. The same can be said for safety ratings and award winning vehicles. No one wants a losing product.

With the Diamondbacks, it has been clear that they have been struggling and that could be an additional force of influence to the ticket sales that you referred to.

]]> By: Chuck Reynolds http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1543 Chuck Reynolds Sun, 12 Jul 2009 19:33:17 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1543 Very true statement my friend and while normally that's an easy thing to do it takes the right people in your organization to sometimes look beyond a strict policy and realize that simply helping and putting a smile on somebody's face is the best advertising you can do. Very true statement my friend and while normally that’s an easy thing to do it takes the right people in your organization to sometimes look beyond a strict policy and realize that simply helping and putting a smile on somebody’s face is the best advertising you can do.

]]> By: Tyler Hurst http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1542 Tyler Hurst Sun, 12 Jul 2009 19:32:46 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1542 I went to Apple for new iPhone headphones last week, as the earbud was broken. Genius walked to the shelf, grabbed another pair, opened the box and handed them to me. This is why I pay the premium for apple. Any other manufacturer would have told me to mail them in and wait six weeks. I went to Apple for new iPhone headphones last week, as the earbud was broken. Genius walked to the shelf, grabbed another pair, opened the box and handed them to me.

This is why I pay the premium for apple. Any other manufacturer would have told me to mail them in and wait six weeks.

]]> By: Twitted by tdhurst http://www.chrisconrey.com/how-to-do-customer-service-right/comment-page-1/#comment-1541 Twitted by tdhurst Sun, 12 Jul 2009 19:28:51 +0000 http://www.chrisconrey.com/2009/07/12/how-to-do-customer-service-right/#comment-1541 [...] This post was Twitted by tdhurst [...] [...] This post was Twitted by tdhurst [...]

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