Customer Service

When we went from 11 teams using our app last year to 160 using it this year, the first conversation we had was about customer service. Jason and I, Brandiose and The Clink Room take customer service very seriously. It’s kinda the most important concern when running a business. I came across this interesting article in New York Magazine describing the lengths that the restaurant Eleven Madison Park goes to serve their diners. I’m impressed, but what do you think? Invasive or personalized? Read the article here…

ElevenMadisonPark

Kick this weekend’s ass Clinkers!

Comments

2 thoughts on “Customer Service

  1. Here’s my opinion, few days late that it is. In the article linked, I appreciate the intent of the restaurant to make their diners’ experience as perfect and personalized as possible. That level of attention to every detail of a guest’s visit is commendable, and an example that more businesses should follow. But, personally, knowing someone was researching me prior to a dinner reservation would put me on edge. I realize that many people put a lot of personal information out publicly, and if it’s public, it’s fair game, but this would be off-putting for me. If the same information was gathered naturally over several meals at the same restaurant and interactions with the server, I would feel differently. Likewise, if I was beginning a business deal, and the business partner had researched public information about my company. That would feel right, if not expected, because everyone involved was on an equal playing field with equal opportunity to know everyone else.

    I think what I’m looking for is the establishment of some mutual “contract” between two parties. This could be a formal business agreement with a legal contract, or it could be a casual social contract where both parties have given some sort of unspoken agreement or acknowledgment to interact more than the bare minimum. If I visit the coffeeshop down the hall from my office, they will know me, and what I do, and even some personal details, because I’ve patronized them and spoken with the owner several times. But to re-visit the restaurant in the article, if I was visiting them for the first time and the staff knew my personal details already, it would feel invasive.

    It’s almost as if I understood that my personal details may be found out, and that it’s likely people look me up. But, for someone to acknowledge that fact and make me specifically aware that they know my personal details crosses a line.

    And to tie this idea of great service to the Clink Room, I’d like to briefly share one example of service done right. Last Thursday night was the home opener of my local Akron Rubberducks. My wife and I arrived early, and the buzz was apparent. The stadium has been improved, the new-last-year scoreboard still impressive, and everywhere were fans wearing hats, jerseys, and shirts with the new logos. On the field, owner Ken Babby welcomed everyone to the season, an then spent a good part of the game walking the concourse greeting fans and thanking them for attending. While we were in the team store, he came in, thanked everyone in line, and disappeared into a back room to exchange his suit coat and tie for a polo pulled right off the rack. He then proceeded to get out on the field and toss t-shirts into the stands. As we were leaving (after a loss, unfortunately), Mr. Babby was again walking the concourse thanking fans and encouraging them to return.

    Seeing an owner seeming so invested in the success of his team and the experience of his fans, having players toss balls to kids without being badgered, and the long-overdue enjoyment of a relatively-warm night at the ballpark made me glad minor league baseball’s back.

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