Ok, so it’s not football, but its close....

Getting ready for the Super Bowl got me thinking about how similar football is to customer service in the Telephone Communications Systems business. In short, game satisfaction and service satisfaction. If the favorite team is not putting points on the board they lose fans (customers). No tickets being sold, no shirts being worn, and worse yet, no positive “discussions” being held at the “Goal Post Bar and Grill”.  The same is true if your systems service team is not completing the plays, or doing the basic blocking and tackling. You lose customers (fans). No repeat business, or leads for other business. 

A truism in both football and customer service, it’s easier to get out in front and stay in front than come from behind.  One of my favorite quotes from Vince Lombardi: “The quality of a person's life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor.” To paraphrase, “The quality of a company is in direct proportion to its commitment to excellence, regardless of their product or services”.

So, thinking about the game coming up, I am going to be asking myself what my team will do when there are 30 seconds left on the clock and I am in the “Red Zone”.

Jim