A Lesson in Customer Service: Don’t Do What CBS Did to Dallas Cowboys Fans

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I recently completed a business course called Sanera Camp (presented by Alicia Arenas), so I’ve got customer service on the brain. If you go to any workshop or class on how to get and keep customers, they discuss at length that you need to deliver what you promise and, if at all possible, go above and beyond what’s expected.

There are a handful of times, however, when you might not be able to deliver on your promise to your customer.

Your vehicle breaks down and you can’t make your appointment – You call your customer as soon as possible to apologize, and then do what you can to make it up to them.

You’re asked to film a television spot and need to reschedule – You call your customer as soon as you find out, apologize, explain what an amazing opportunity this is, and then offer some kind of freebie on top of the promised service to make it up to them.

A blizzard is expected to make travel impossible over the next few days – You call your customer to go over options and get them their promised service as soon as humanly possible.

Things out of your control happen, so you do your best to make your customers happy.

You don’t stop mid-way during a job and say, “I don’t want to finish. Goodbye.”

So here’s what happened today. CBS advertised that they were going to show the Dallas Cowboys vs Buffalo Bills football game. A football game has four quarters. In the third quarter, announcer James Brown came on air and said, “We’re going to move you to a more competitive game,” and CBS promptly yanked coverage from Dallas over to the Pittsburgh Steelers vs Cincinnati Bengals game.


Was there some kind of technical mishap at the stadium that prevented airing the Dallas game? No.

Was there some kind of weather event that caused the game to be stopped? No.

The Cowboys were finally winning big and pulling it together as a team, and CBS decided to pull coverage? In the middle of a game? CBS basically said, “I don’t want to finish. Goodbye.”

For anyone in sales or service, CBS gave an excellent lesson today.

About Helene Segura

Helene Segura teaches go-getters how to use their time more efficiently in order to have a more peaceful life. For details about her, be sure to visit https://www.HeleneSegura.com

  • Ken Winfrey
    Posted at 19:59h, 13 November

    Cowboys fans do not care to watch a Pittsburgh game. We wanted to watch our team beat the hell out of the Bills!! Most sports fans have a team they follow every week, and we want to watch our team. What is wrong with those a-holes?!

    • LivingOrderSA
      Posted at 06:10h, 14 November

      Thanks for commenting, Ken! I don’t know how they chose which markets to pull from the game, but surely they’d figure that a Texas market would want to watch a Texas team.

  • Tommy McNulty
    Posted at 22:12h, 13 November

    just so you know genius, CBS finished airing the game just not to some markets in the state of Texas that aren’t closer to Dallas. get your facts straight before you write another shitty article.

  • Tim
    Posted at 10:02h, 14 November

    I would like to say that it was a BIG slap in the face to have the Cowboys Game stop and changed over to another game in the 3rd quarter. As a Vet from 1976 to be watching the Cowboys on Veterans Day Weekend in a city that is a huge part of the military and the fan base so strong to the point that the Cowboys would do there preseason practice here in San Antonio, then to allow this to happen is just wrong.

    I would hope that KENS 5 would have some control about your programming there but I guess not.
    Sorry to say but I hope KENS 5 and CBS Sports never show a Cowboys game again. For what happen you have to say “what is the point of showing the game at all”.

    God Bless

    • LivingOrderSA
      Posted at 17:40h, 14 November

      Tim, thanks so much for your comments. Unfortunately, I don’t think KENS had any say in the matter. Keep your fingers crossed on Thanksgiving Day. I believe CBS will be showing the Cowboys vs Dolphins game.

  • Gina W
    Posted at 11:27h, 14 November

    I live in California and was irate when CBS swicthed over to the Steelers/Bengals game. It wasn’t just in Texas that they made the switch.

    • LivingOrderSA
      Posted at 17:42h, 14 November

      Thanks for posting, Gina! I talked to some folks in L.A. who were ticked off about the switch. Not sure why they did it or how they chose the market. Let’s hope they don’t do it again!

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