Roland-Garros showed me how not to treat clients 😂
I recently attended another Grand Slam this year, this time in Paris, which concluded last Sunday. While the sports vibe was cool, the persistent rain and service shortcomings left much to be desired. Here are some service takeaways I gleaned from my rainy, chilly experience, so you won't have to brave it yourself soaking wet.
➡️Being quick to adapt to client needs is crucial:
The tournament is held outdoors, and Paris decided to mimic Eminem's "Stan" with non-stop rain. This led to significant disruptions in scheduling, yet even after four days of downpour, there were no options for basic warm drinks or adequate shelter. Organizers missed a prime opportunity to enhance visitor satisfaction by failing to adapt to changing conditions.
➡️Legacy thinking stifles innovation:
Roland-Garros operates in a distinctly traditional manner, complete with Moet and Chandon pop-ups and exclusive venues for premium ticket holders. This reluctance to innovate and modernize impedes their ability to meet customer expectations and enhance overall appeal. It's a cautionary tale for any client-focused business looking to stay relevant.
➡️Monopolies are just bad for clients:
As one of the top four tennis tournaments globally, Roland-Garros sells out tickets months in advance. The high demand often results in reduced emphasis on attendee comfort and satisfaction. Just as in marketing and PR services, healthy competition ensures continuous improvement and innovation, proving there's always room for better service.
Looks like I’ll need to think twice before jetting off to Paris again for the Olympics!
#PublicRelations #PR #RolandGarros
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