Everyone would love to have raving fans — and today’s guest knows the feeling. Tom Burgoyne has had a 30-year career as the person behind the Phillie Phanatic — the most popular mascot in sports.
In this episode, Tom talks to Victoria and Mark about what the Phanatic has taught him about the importance of customer service — and how it can be a great differentiator. Tom has learned, while in costume, that the love people have for the Phanatic, and the love the mascot shares, can be applied to your everyday working life.
Tom was working in sales when he answered a blind ad to become the backup to the original Phanatic. He was the backup for four years before assuming the primary role. He’s also the author of Pheel The Love!: How the Most Powerful Force in the Universe Builds Great Companies — Phillie Phanatic Style! He applied this principle to improving customer service through love and fun, including:
- Being authentic
- Deciding to be loving
- Noticing opportunities to share the love
- Acting on the opportunities
- The big smooch — making people feel special
- Being consistently optimistic as a company
- The Love 15 evaluation
- And more …
Tom shares some of his most enduring memories as the Phanatic, including leading the 2008 World Series parade, how hot it gets in the costume, and what the Phanatic and Remodelers Advantage have in common.
This episode was initially posted in 2019.