You know what sounded terrific though: the idea of watching a game from the comfort and viewpoint of one of their suites behind home plate. Many of these are rented for the season by major companies in order to entertain their clients in this relaxed yet exciting sky-view setting. I don’t blame them.
So, while watching a game on TV and hearing announcers Rich Waltz and Tommy Hutton promote the availability of renting a suite for just one game I thought, WOW — what a fantastic experience that would be!
So about 20 of us (including friends, family, clients, and MasterMind partners) attended last Thursday night’s game where the “Fish” hosted the tough Pittsburgh Pirates.
This post, however, is not about the game itself but the experience that the Miami Marlins leadership team creates for their customers. First, every customer, whether seated in the bleachers or in the most prime boxes right behind the dugout, are treated wonderfully by the entire Marlins staff.
However, it also makes sense that for those renting a suite, there is incentive for the club to make the experience extra special. For example, the suite itself was a large room stocked with lots of delicious food and beverages and was continually being resupplied.
There was an attendant, Edwin, who took great care of us, had a fantastic attitude and made himself continually available. Oh, and halfway through two people came into the suite with a food cart from which they made fresh guacamole right in front of us. Yeah, baby!
She Really Made It Happen
Lysandra did everything right that a salesperson does in creating the ultimate customer experience. To begin, she returned my initial call very quickly and very patiently helped me through everything renting the suite entailed.
Over the next month, whenever I had questions she returned my calls and emails promptly. As busy as I know she was she made me feel as though I was the only customer she had.
Isn’t that so important? And, we can all do that for our customers if we hold such a thing as a high value.
At one point she actually took time over the telephone to walk me through using the internal system in order to make emailing everyone’s tickets and other information much easier for me. Indeed, I’m not the most tech-savvy person and she truly went above-and-beyond…we’re talking some extreme patience.
The night of the game she not only greeted me at the suite; she stopped in several more times to check on us, chatted with the guests, and brought by her boss, Director of Suites, Truscott Miller. After discovering that the Marlins Manager of Corporate Engagement, Tommy Knapp and I knew each other from some past South Florida events, she took him upstairs to visit, as well.
All of this; from the first call, the extra work, and the actual game, took hustle, caring, and effort on Lysandra’s part. And, while again, it felt like it was just for us, she’s doing the same for all her customers. And, she does this at every single home game.
People such as Lysandra who focus on giving value like this at every touchpoint create great customer experiences. They bring customers back, and elicit lots of referrals along the way. Sort of like this one.
By the way, my Miami Marlins lost that night. Though, really, it didn’t even matter.
Okay, it did a little.
But, even Lysandra can only do so much! 😉