Recently, I was reminded what it means to have "knock your socks off service". Over the years, I've had the opportunity to attend a number of Pirates games with colleagues, clients, and friends. Our seats are behind home plate on the Club level, offering a spectacular view of the city. It's great to watch the game, sing, "Take Me Out to the Ball Game", and root for the home team. However, what really impresses me is the service, reflected in our Usher Mr. Al Monti. Al exemplifies what good service is all about:

 Reliability - I always know that I can count on Al to be there to greet me and my guests

Responsiveness - If there's ever a problem -- like someone else in our seats -- Al is quick to respond in a professional and personable manner

Assurance - Al knows baseball, and I trust that he keeps me up to date with the latest news and information regarding the Pirates

Empathy - Al takes care of his customers and shows pride in his work, exemplified by his warm demeanor, great story telling, and genuine smile

Tangibles - Al presents himself for the Pirates organization in a very professional manner

So, if you're looking for a good example, best practice, or benchmark for your next customer service study, remember Al in section 219. And, if you happen to see him at the game, tell him I said, "Hello".

Chris W. Brussalis
President & CEO

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