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In this episode of The Sports Marketing Machine, host Jeremy Neisser explores one of the most underrated tools in sports marketing: service recovery. Mistakes at games are bound to happen — a missed giveaway, a ticketing issue, a long concession line — but how your team responds can turn frustration into fierce loyalty.
Jeremy shares memorable examples from companies like 1-800-FLOWERS and Disney, illustrating how proactive, empowered customer service can create “wow” moments that stick. You'll walk away with real strategies to help your team not just fix problems, but build fans for life.
✅ Key Takeaways:
- Mistakes are inevitable — recovery is optional.
Great brands aren’t perfect. They’re prepared. - Fans remember how you made them feel.
Especially when things didn’t go right. - Your frontline staff is your brand.
Empower them with tools, autonomy, and encouragement to turn tough moments into memorable ones. - Service recovery is a marketing opportunity.
A fan who had a problem and a great resolution will tell more people than one who had a smooth experience. - Train for the unexpected.
Small gestures in high-stress moments = lifetime loyalty.
💬 Sound Bites:
- “You won’t just fix the problem — you’ll be building a fan for life.”
- “Recovery is where loyalty is born.”
⏱️ Chapters:
00:00 – Introduction: Why Recovery Moments Matter
02:47 – Real-Life Examples (1-800-FLOWERS, Disney, and more)
06:10 – Fan Service Playbook: How to Train, Empower & Respond
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