GO Sports Wiki

Your top priority as a Market Director is to provide top of the line customer service and quality to ensure you deliver a consistent, fun, and responsive product that ensures re-occuring seasonal participation by your players.

 

Q. How does customer service affect the brand and product?

 

A. The customer can be your best advocate, or your worst PR nightmare:

 

Observe this: The multiplier effect

 

"Consumers will tell others about their customer service experiences, both good and bad, with the bad news reaching more ears. Americans say they tell an average of nine people about good experiences, and nearly twice as many (16 people) about poor ones – making every individual service interaction important for businesses."

 

 

 

 

 

Here are some best practices that we always try to carry out as Market Directors

 

Answer emails with in 24 hrs

 

Email is the predominant way a customer can/will communicate with you. Don't lead your customer to believe they are sending emails to a ghost account with no one on the other end.

 

 

Updated website

 

Games schedule-People need to know when they are playing so they can plan accordingly, keep this up to date

 

Game scores, standings, league champions uploaded- This is that added touch that we provide that sets us apart from the competition. Your players will appreciate seeing the game scores and standings (this is part of the on field competitive experience). Upload the league champions each season this is a nice touch that shows our professionalism  organization, and top notch product as a whole. See the Atlanta page as a great example 

 

 

Communications

 

Welcome emails- Send these out 3-4 days before your first game- it will make your life easier. These welcome emails will answer A LOT of the questions that you will be emailed by your customers. Ask your GKB rep for a welcome email template.

 

Cancellation emails- No one likes being canceled on. If you must cancel games please try to make the call as soon as you are aware games cannot be played. It is frustrating for the players to get a cancellation email when they are at the field or on the way to it. We do understand weather can be unpredictable and this email may be hard to send out early, but please do your best.

 

Upcoming events parties, theme week, tournament- Please send these emails out with enough notice so that people can plan their schedules accordingly. You want to allow the required time to build that buzz and excitement for any party or event. Theme week give a least a week for teams to get costume ideas together.

 

 

Customer survey

 

At the end of each calender year we send a customer survey to all players who played in each market's leagues for that year. This helps us gather the customers feedback so we can ensure we are properly listening to the customer.

 

For new markets, we send that survey at end of the 1st season, and then send one at the end of the year to include all the other seasons the market played. This allows us to make sure after that first crucial season we can catch any business mistakes that were made so that we can still continue to have a healthy thriving league. We want to be able to address concerns of players after that 1st season so that the market doesn't die. We want to be able to make adjustments (if needed) to maintain the momentum of new markets trying to get off the ground. The first 3 season of a market are the most crucial make or break times of a market.