If the Dodgers understand anything, they realize that they are in the service business. While it is true that the Dodgers field a major league baseball team and that team has the goal of winning the World Series, for the fan, whether season ticket holder or once in a life time visitor, it is all about the experience.
The Dodgers cannot change or influence the weather at game time. They do their best to field a competitive team and to win games. But what they can, and do consistently, are to make sure that the fans and visitors have a positive experience.
From the parking lot attendants to the janitors cleaning during and after the game, the staff at Dodger Stadium are friendly, helpful and professional.
To demonstrate the commitment to making sure that visitors are heard, when I arrived for the ballgame I was handed a Client Relations Feedback Form. The management is serious about wanting to improve the experience of visitors and to resolving issues that might have occurred during any of the 82 home games played their. To that end they encourage people to write, phone or email them.
I know from first hand experience that the Dodgers respond quickly and professionally because I tested the system regarding an issue on opening day.
Do you have a client feedback system? Are you encouraging your clients to provide your organization with feedback so that you can improve their experience?
The Dodgers won the game 9-7. I learned that these two teams don’t ever quit, they never give up. That is the true mark of professionals. And while baseball is, in the end, a game, business can also be seen in the same light.
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