@NHL and the @NHLPA – A Customer Service Disaster in the Making?!
Lets get this part out of the way first.
The owners deserve the lions share of the rewards as the financial risk is all theirs. The spend hundreds of millions on teams and should not have to feel guilty or remorseful for making obscene amounts of money, since it is their money. The players deserve more because without their skill set and playing abilities, the investment into a team is pointless and there is no ROI without the players. The players fill the stadiums with everyday folks that will attend games, buy tv sport packages and wear team jerseys proudly as the try and emulate the stars on the ice!
So there you go – wow – they are both right. Congrats! They both win!
What the owners and teams have forgotten is those who have lost, and contrary to what either side thinks, it’s not them!
The ones who have lost are the “customers” of the league – the fans and the bars/restaurants/sports stores etc… Let me repeat the MOST IMPORTANT person again – THE CUSTOMERS!
Oh ya – forgot about them did we?
You see I write this from a different perspective. Ya I am fan, and I have always enjoyed our national sport; in spite of the jackasses that run the league and the jackasses who run the players association. I write this from a retail perspective; a customer service perspective.
If I (me as a representative of my company), and the vendors I deal with, treated our customers the way we are be treated by the NHL and the NHLPA, we would be out of business in no time! People would not sit on the sidelines and wait for us to get them what “they” wanted (notice the “they”).
Yes, I answer not to my bosses, not to my vendors and not to the staff – I answer to the final end user of my, and my vendors efforts, the CONSUMER! The CUSTOMER! The real royalty of retail! Including the retail of Professional Sport!
The NHL and the NHLPA seemed to have forgotten that group. They seem to forget that the product that they put forth is “bought” by consumers. Consumers who right now are be treated like s#%t! No one seems to remember and or care about the millions that need this sport for their livelihood and/or for their personal enjoyment. This sport is no different than any other commodity that we carry in our stores. If we don’t have toilet paper, customers will walk as another retailer will. If we dont have the latest and greatest gadgets, someone else will. If we have an untidy store or treat people poorly – provide a lousy shopping experience, then guess what, they walk.
The NHL and the NHLPA “assume” that we, their consumer, is either not important and that we really do not fit into their equation or that we are really that blindly stupid and that no matter how poorly they treat us, we will run back in droves! I mean really, who cares about us when there millions and billions at stake for themselves.
Do we really think that we are that important or have a stake in the game? We are not even being considered except in after meeting interviews when both sides remember that there is a “customer” who is getting crappy service – or in fact – no service at all.
I guess my ultimate hope is that when this BS is finally over, and both sides agree to a deal, which will still net both sides hundreds of millions of dollars, that the consumer, who has be screwed around for the last many months does NOT forget! No, I hope if there ever is an “elephants memory”, that it shows itself then, and that the stadiums stay empty for a bit.
Since they don’t care about me now and won’t listen to me now, maybe I get my say and I get to display my “gratitude” (tongue in cheek) when they finally go back.
When you so unembarrasing and caliuosly forget about the needs of your consumers, you don’t deserve keep them.
I can only think what the reaction and repsonse we would be, and what we would get, if we treated our consumers they way we’re be treated by these folks…
Ciao for now @kootenayborn (one pissed off consumer)