Four Pillars of Customer Service--from a Baseball Team

The differentiator for so many businesses these days isn't your product, it is the service presenting and supporting it. We see it time and again in many industries from automobiles to restaurants to consumer products.

But it really works in baseball.

The Texas Rangers use a simple four-point formula for their entire staff on a daily basis:

1. Welcome guests ("Welcome to the Ballpark.")
2. Address their needs and wants ("How can I help you?")
3. Thank them for coming ("Thank you for coming today.")
4. Invite them back ("Please come again.")

Simple. Direct. Effective. Attendance is up, the brand is consistent and guests are happy. And the team is winning.

Consider these simple steps in your own everyday life.

Relentless

Is common courtesy dead?

This must be a sign of the times or that I am not moving fast enough for them.

Today I got a call from a connection who asked me a question. Once I answered the question, before I could react, the line was dead. I guess I fulfilled their requirement.

Whatever happened to "goodbye"?

Common courtesy, Emily Post style, I suppose is dead in this hectic, want-it-now, wired society. We crave/want/need/demand attention/information/satisfaction and then we're done.

Why?

I, for one, hope this practice dies a quick death. What better way to hack off and alienate your network than to cut them off as if they were stale bread from yesterday. In other words, think long and hard about how you treat people or they won't be around to be treated.

Relentless