Recently on my way to San Diego for a Customer Service Training program I read an article in Southwest Airlines Spirit Magazine entitled During an NFL game, the ball is in play less than 11 minutes. Naturally, I said WHAT??? What a monumental waste…or is it? Here’s the break down:
- The game = 174 minutes
- Players in huddles (or milling around at the line of scrimmage) = 75 minutes
- Airtime and replays = 17 minutes
- Cutaway shots to refs and barrel-bellied coaches = 13 minutes
- Cheerleaders = 3 SECONDS (BOO!)
- Commercials= 60 minutes
- Ball in play= less than 11 minutes
Of course as a trainer and coach myself I saw the reality of situation and the parallel it has to reservation sales training, group sales, and customer service. We think the most important part of any of these vocations is the face to face encounter with the customer – the “11 minutes.” And although this is the time that wins the game…closes the sale…provides exceptional guest service, I would argue that it is not the most important time!
It goes back to Think, Prepare, Move. In the Super Bowl there has to be SO MUCH MORE thinking and preparing before moving!! Those of us in the sales and service industry need to take heed. We will throw a sales rep on the phone before they are ready, or before they have thought through an effective sales strategy. Customer service is even worse. How much time are you spending training, coaching and building a service community so that when the service representative IS in front of a customer there is no doubt the service reflects that of a winning team? This is where we tend to fall short of the mark. Those who take time to implement training and a sales and service culture tend to win!!
Theoretically Super Bowls are not won on the field. They are carefully planned throughout the season so that the 11 minutes of play will bring it all together to make it one of the most exciting events of the year!
To see the full article from Southwest Airlines Spirit magazine click here:
www.spiritmag.com/click_this/article/nfl_play/
For more Team Buiding ideas, join Renie Cavallari Saturday February 12, 2011 at the Womens Small Business Boot Camp for her keynote, Creating Your Championship Team. For details, go to: http://www.womensbusinessbootcamp.com/speakers-only.html#cavalleri
Sales Training programs at the Aspire Lab in Phoenix, AZ - Just announced, two new programs designed to educate and inspire:
April 5, 2011: What Women Want: Capturing the Woman Buyer Boot Camp – Details at: http://aspiremarketing.com/Workshop-Schedule.shtml Call us at 602-392-0700 or email Renie Cavallari: renie@aspiremarketing.com
April 6, 2011: Driving New Customers: Sales in Today’s Realities – Details at: http://aspiremarketing.com/Workshop-Schedule.shtml Call us at 602-392-0700 or email keithc@aspiremarketing.com
What do you think? We would love to hear from you. Visit us at www.aspiremarketing.com
