I just read a great piece by Chris Collinsworth on his Football Pros blog. The point of his post was that the players are playing with fire by making us (fans) transfer our "we" feelings associated with our favorite team into "they" feelings. In the short term, I agree.
I am currently a Manager of Human Resources employees, and in every strategic decision I make I am obligated to ask myself "how will this impact my customers?" In following many of the players on Twitter, I don't get the feeling that they feel this obligation as they are making their strategic decisions. Also, I've noticed that they could use a few customer service classes, as if my employees employed the level of "empathy" that they use in their responses to upset customers I would have them placed under corrective action.
I mentioned that I agree with Collinsworth in the short-term. If the players/owners are able to come to an agreement so we can all have our football Sundays, Mondays, and Thursdays in the fall, then NFL football is too big a part of all of us for us not to come back in droves, keeping that emotional "we" feeling intact. Long-term, fans will forget, but only if no games are missed and the quality of the product is at the level of which we are accustomed. However, if we are continually force-fed the business aspect, which continues to show no regard to the customer, we will become disenchanted and may find other things to do with our beautiful fall Sundays. Get it done, guys, and make sure that the first words out of your mouths are "thank you" to your customers.
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