The recent start of the National Hockey League playoffs, caused a great deal of buzz around the Toronto Maple Leafs. Not on the ice—the Leafs missed the playoffs for the seventh straight year—but in the form of a full-page apology letter to the fans, taken out in all the Toronto papers on the same day. The chairman of the team’s board assures fans that their passion and loyalty are not taken for granted, acknowledges that the team’s performance was “unacceptable,” and says the organization makes no excuses for the disappointing results.
There’s great deal of anxiety around this team on all levels. It was a dreadful season, and fans are angry. But if consumer anxiety makes wallets tighten, somehow the Leafs have found a way to split the defense. Games are always sold out; TV revenue is through the rafters. High consumer anxiety = continued loyalty? A lot of businesses would love even a little bit of that Toronto Maple Leaf “magic touch.” While most businesses will never have it as good as the Leafs, there’s something to be said for adopting practices that allow for greater transparency and a sense of humility. They can bring a much-needed level of respect to customer relations—no matter what business you’re in.
Photo Credit: http://www.thestar.com/