The more you give it away, the more you get back.

Donna Kirby, the Vice President of Operations at the Pensacola Blue Wahoo’s AA Baseball team, joins Janet Pilcher this week to talk about Donna’s journey to becoming a leader of best practices in minor league baseball. Donna and her team at the Blue Wahoo’s stadium are sought after as an example for creating the ultimate fan experience.

This episode addresses questions, such as:

  • What is the passion behind Donna Kirby’s work?
  • How can a focus on customer service improve life in your community?
  • What creates loyal fans of an organization?


We will continue the conversation with Donna Kirby in episode #41 by discussing the value of great service.

Related Resources

Exceed with Delight

Customer service is what distinguishes businesses, offices, online distribution, schools, hospitals, post offices, etc. The research is clear and it tells us the quality of service received while purchasing, and then after a sale, is what brings customers back to organizations. How can we delight our customers? What does it mean to take this next step in customer care?

Defining Service Excellence

Standards of service excellence guide the way teams work together and with the community. In this video, three principals in Warren County Public Schools describe how they engaged stakeholders to define the district's Actions of Excellence, gather feedback on the standards, and roll them out to all staff.



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