Customer Service ??????

[Adam]

Sounds to me like a new-fangled term for "be approachable." It's not always true, but if the complaint is widespread enough that your associations are addressing it in meetings, I would guess the coaches are just *****ing that the officials aren't listening to their complaints during the game and the balance of power in your area favors the coaches.

[mbyron]

Originally Posted by Snaqwells

Sounds to me like a new-fangled term for "be approachable."

That's a charitable interpretation. The problem with treating our avocation in terms of "customer service" is that the customer is always right.

Field #7,353 where the "business model" does not apply.

[rockyroad]

Our association approaches it this way - we provide a service to the schools. We need to be accommodating to the schools in certain areas: Be on time, be prepared, be professional, provide a quality product. If we don't do those things, they will find officials somewhere else. We do not "schmooze" with coaches, and we apply the rules as written...but we do need to be responsive to the schools needs.

[Tio]

Originally Posted by rockyroad

Our association approaches it this way - we provide a service to the schools. We need to be accommodating to the schools in certain areas: Be on time, be prepared, be professional, provide a quality product. If we don't do those things, they will find officials somewhere else. We do not "schmooze" with coaches, and we apply the rules as written...but we do need to be responsive to the schools needs.

You have just provided a great definition of professionalism.

[Adam]

Originally Posted by Tio

You have just provided a great definition of professionalism.

Yep, and that's what our association stresses; professionalism. Regardless of what you do 9-5, being an official is being a professional. Here, that means showing up in business casual attire (rather than jeans or sweats, although jeans are ok on weekends), showing up on time, treating the school staff with respect, leaving the changing room as clean or cleaner than we found it, and conducting ourselves as adults on the court.

But "customer service" stinks of undue deference to coaches.

[Rich]

Originally Posted by Snaqwells

Yep, and that's what our association stresses; professionalism. Regardless of what you do 9-5, being an official is being a professional. Here, that means showing up in business casual attire (rather than jeans or sweats, although jeans are ok on weekends), showing up on time, treating the school staff with respect, leaving the changing room as clean or cleaner than we found it, and conducting ourselves as adults on the court.

But "customer service" stinks of undue deference to coaches.

I have a friend who got to work the state baseball tournament last year. Great umpire, but he decided to take it a step farther by calling/contacting the coaches after every ballgame and asking them to let him know how he could improve and that he was really interested in their opinions. He's admitted to me that he's just "playing the system" since it appears that coaches ratings is the main (if not the only) criteria in deciding who gets to work deep in the playoffs. And his plan worked very well -- his ratings were through the roof.

I'd rather stay home than call or email a coach after a game.

[tref]

Originally Posted by RichMSN

I have a friend who got to work the state baseball tournament last year. Great umpire, but he decided to take it a step farther by calling/contacting the coaches after every ballgame and asking them to let him know how he could improve and that he was really interested in their opinions. He's admitted to me that he's just "playing the system" since it appears that coaches ratings is the main (if not the only) criteria in deciding who gets to work deep in the playoffs. And his plan worked very well -- his ratings were through the roof.

He got the State game before/after implementing his plan?

Originally Posted by RichMSN

I'd rather stay home than call or email a coach after a game.

+1

Same here, Im a firm believer of letting your game speak for itself & allowing the chips to fall where they may!
Besides, 80% of "coaches" dont know the rules & are biased, which makes them IMO, unqualified to perform an honest critique of our overall body of work. IJS!

[Adam]

Originally Posted by RichMSN

I have a friend who got to work the state baseball tournament last year. Great umpire, but he decided to take it a step farther by calling/contacting the coaches after every ballgame and asking them to let him know how he could improve and that he was really interested in their opinions. He's admitted to me that he's just "playing the system" since it appears that coaches ratings is the main (if not the only) criteria in deciding who gets to work deep in the playoffs. And his plan worked very well -- his ratings were through the roof.

I'd rather stay home than call or email a coach after a game.

Sounds like a version of "smile and nod." Well played by him, it seems.

[bainsey]

Originally Posted by RichMSN

I have a friend who got to work the state baseball tournament last year. Great umpire, but he decided to take it a step farther by calling/contacting the coaches after every ballgame and asking them to let him know how he could improve and that he was really interested in their opinions. He's admitted to me that he's just "playing the system" since it appears that coaches ratings is the main (if not the only) criteria in deciding who gets to work deep in the playoffs. And his plan worked very well -- his ratings were through the roof.

This sounds to me like a man who seriously gives a damn about his performance, and is willing to take the extra step to succeed.

A lot of companies have become successful by asking for feedback, evaluating it, and applying the correct information that will cause growth. It sounds to me like this guy is taking a page from that book.

As much as some of us like to make broad-brush statements about coaches and what they don't know, the truth is do indeed serve them, among others on the court/field. Those that serve better, in any field, typically get to serve more. The tricky balance, though, is serving the game, while satisfying those associated with it.