SF Giants, World Champions (in Customer Service)

November 2, 2010

sfgiants-logosIn honor of our WORLD CHAMPION SAN FRANCISCO GIANTS!, we wanted to highlight a part of the organization that maybe won’t be in the ticker-taped, thong-clad parade: the Giants’ customer service.

Inc. interviewed Russ Stanley, the head of the customer relations department, and it’s full of gems and things you wouldn’t expect. For instance:

Each season ticket holder has the name and phone number of a team official who will field questions or handle requests immediately. This approach, borrowed from major casinos that assign a concierge to important gamblers, builds bonds that cannot be created without such a personal connection.

Not content to leave it there, Inc. ends with this bold statement:

There are no longer consumers, only customers. In the post-crisis age, the term consumer is a symbol of disrespect and ignorance. It is a demeaning stereotype of a mindless gobbling beast of indifference that ingests an endless abundance of goods and services without regard for consequence. The term consumer also suggests powerlessness—someone who can be controlled and manipulated for profit.

Do you agree? Is consumer now a four-letter word (with 8 letters)?

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