Did you catch Tony Romo’s performance on Monday night? Some would say Romo didn’t serve his team very well with six turnovers; I say he gave his customers - the fans - a great experience with a Dallas win.

Part of customer service is dealing with errors that are made. When mistakes happen it is an opportunity for your customer service team to make a favorable impression.

Interviewed after the game Romo:

“That’s a sign of a pretty resilient team,” Romo said. “I think our team, outside of me, played an outstanding football game. They dug me out of it. It was tough to go through that, especially on Monday night.”

I have had times when I’ve made mistakes and started to get caught up in an emotional reaction that doesn’t get me any closer to where I want to be and certainly doesn’t serve my customers. It has been the other members of our staff that have helped me get back on track and get the job done right. Their encouragement and focus on what best serves the customer has set a good example of how I need to stay calm and focus.

While Romo made his share of mistakes, he also kept a cool head and kept his mind on the win. It’s easy to get caught up in finger-pointing or in self recrimination. Romo’s customer service superpower is a focus on getting the right end result.

“No one is going to care when it’s all said and done how you won the game.”

And in customer service this is true as well. If you can use mistakes as opportunities to make a lasting impression, you’ll earn loyal customers for life.

[tag] Monday Night Football, Tony Romo, superhero, customer service [/tags]