From The Editor's Desk

Service Is Not A One Person Show

Individually, sales staff provide some bit of service to their customers. However, they cannot do it alone. Each operational component must be a key part of delivering great service, otherwise no one does.

Consider what happens when a sales rep calls on a group leader.

The rep develops the relationship, secures the night in question, and takes the order. But that’s only where the service begins, not where it ends.

If the ticket operations person doesn’t load concession value onto each ticket, when it is promised by the sales rep, it harms the overall delivery of the brand. As to, if the scoreboard operator doesn’t have the group’s names loaded in during the break to run in the arena during the game, that hurts as well.

Service isn’t a one trick horse. The entire organization has to work at it.

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