Comments on: Success and Motivation – Connecting to your customers

By: Ben Keetle

Ben Keetle — Wed, 13 Dec 2006 15:30:57 +0000

Mark,
I love the NBA more then anybody else out there. I love what you have done in Dallas, for the franchise and for the city. I am actually writing this letter on behalf of another major sport, the NFL. We here in Detroit have been putting up with the constant losing of the Detroit Lions for just about 60 years, and nothing seems to be getting done about it. General Managers, Coaches, Quarterbacks, Wide Receivers and Coordinators have all lost their jobs here without anything positive to show for it. Unfortunatly there has always been one constant factor here in Detroit, the Ford family. The Fords have not only driven their family business into the ground but they have also introduced their “spirit” to the Lions.

I was writing this letter to beg you to at least threaten to buy the Lion franchise from them. We have die hard fans here that would really appreciate your enthusiam and intelligence. Think about we haven’t had a winning season in YEARS and we still sell out our games, that is dedication. If you came here I know that you could turn this team around and make them one of the largest franchises in the league.

By: Jade Koyle

Jade Koyle — Wed, 29 Nov 2006 23:11:07 +0000

You bring up a good point about CEOs. There seem to be two types:
1. A CEO who has helped and is helping the business grow and he knows that his customers are the reason for it
2. A CEO who wants to do as little as possible and still get the credit (aka compensation)

This practice of avoiding customers also happens at many levels of the company. I know at some point sytems have to carry the bulk of the load so executives can maintain focus on the strategy, however, the most successful strategies and the most successful execution plans are founded on customer needs/desires.

By: Gavin

Gavin — Mon, 27 Nov 2006 11:19:59 +0000

I always learned that you should have a mutual relationship. As a photographer, I have to beg for someone to pay me for photography. But in reality, they will find another to do the job instead of me, which means I actually give something of value to them. I since then have never let a client walk all over me, since I extend the same courtesy.

By: jp

jp — Wed, 15 Nov 2006 15:12:23 +0000

Mark-

I met you briefly at the NATPE show a couple years back when you were on a panel, and was impressed with your accessibility. Indeed, no security, no pretensions.

In an age where cookie cutter approaches to EVERYTHING - from education to how to run companies to mass media to food to GOVERNMENT - are destroying our humanity, quality of life and creativity, your post is a clarion call.

Bravo, and keep on keepin' on.

By: Guelphdad

Guelphdad — Tue, 14 Nov 2006 11:56:37 +0000

Okay this is a few days old but thought I'd comment. I'm 42 so I am old enough to remember the days of service, when you went into any store and people were there to help you. 25 yrs or so ago I worked in a hardware store, two of the guys had been there 40 years each. Those guys knew what they were selling, new how to help people, and put their best forward each day.

It seems like nowdays, the only places you get "service" are high end specialty shops.

Good for you Mark on working the "regular" guy angle. We're the ones who pay the bills, and we're the ones who remember how we are treated.

Sure you put bums in the seats with your season ticket holders, but it is the other customers who fill up your arenas.

If I'm ever in the Dallas area I'll be sure to take in a Mavericks game.

By: David Brotsky

David Brotsky — Sun, 12 Nov 2006 23:15:04 +0000

seems to make complete sense. you actually seem very down-to-earth here on your blog. i think i might have gotten a messed up impression of you because of your on-court antics—which i do think probably get more attention than they deserve, but also, i don’t think many other people can get away with a lot of behavior you display at the games. so in that sense i do believe you get a bit of special treatment—for better or for worse.

i mean, could you imagine if all your customers acted like you when they were unsatisfied? i’d think you’d have a major problem on your hands!

By: Brian Cassell

Brian Cassell — Sun, 12 Nov 2006 21:52:42 +0000

A couple of great quotes relating to customers that I constantly repeat to myself:

"A customer is anyone who can say No"

&

"The best CEO's truly understand how their customer experiences the product or service that they offer"

By: ElButro

ElButro — Sat, 11 Nov 2006 09:34:38 +0000

What does this say about our political leaders?

By: John

John — Fri, 10 Nov 2006 21:07:26 +0000

Agree with most of what you say, but have a comment about game presentation. I don’t see why “humble” Billy has to yell and scream so much. I have stopped going to Mav gamed strictly because of how loud everything is. I love BB and have gone to many games over the years, but now I just watch it on TV. I’ve been to several other cities and they aren’t near as loud. I’m tired of going home with a headache. John

By: Mango

Mango — Fri, 10 Nov 2006 13:06:05 +0000

I totally agree with you Mark. Tourists feel great when they go to Japan because Japanese people treat the customers as the king. Unfortunately there are also some ppl from the management level often overlook the importance of customer feedbacks. These ppl often think too much of their qualifications and only trust their own judgements. They do not think the opinions of the relatively uneducated ppl are as important. However, I personally feel that the mouths of the less educated ppl tend to be more powerful in creating greater public resonance.
I guess the success of Maverick today comes from a wise boss.
I love Maverick!!! Love Nowitzki!!