Northeast Regional Judge Conference
•Special thanks to (L2) John Eriksson and the “Teaching Customer Service to Judges” Project Team.
Customer Service
• Can you be the “good guy“ and judge?• Who is the customer?• What is expected of the judges?• How do you make a successful judge call?• What else can you do for your customers?• What are Head Judge/TO concerns?• Do YOU have any "Horror stories" about
Customer Service gone wrong?
Who is the customer?
• To define "customer" in MtG, we first have to think about what we are "selling".
• The Event. The Experience. The Prizes.
• So who are the customers?
What Players expect of Judges
• Players expect Judges to be the Arbiters of Fairness, the Protectors of the Truth!!!
• …Also know where the bathroom is and the current time left in round.
• Players “expect” you to know everything and fix every problem.
What Judges REALLY do!
• Judges run events, smoothly and efficiently!
• Judges are expected to be able to take care of themselves. They should take regular breaks and both hydrate and feed themselves.
• Judges are also expected to smile - Yes SMILE!
• A happy Judge is a Customer Friendly Judge, if your not happy – you shouldn't be judging!
Wait .. What about the TO !?
• represent them at all times, they EXPECT good customer service!
• Be at the right place at the right time!• Everyone hates people who are late...
• Follow any written procedure by WOTC or the TO. Your also there to protect the Tournament Organizers by doing things according to written guidelines.
Head Judge/TO concerns
• The Head Judge is the person in charge of everything and everyone. That makes him/her also in charge of customers and their experience, their concerns are his concerns.
• The Tournament Organizer has most at stake in the event, so he/she is most concerned that the event participants have a great time.
What else can you do for your customers?
• Push in chairs.• Pick up garbage.• Tidy up the playing area.• Talk to the players. • Talk to the "hang-arounds".• Build friendships!• Any other ideas???
How to do a successful judge call
• The first seconds and the last seconds.• Make sure to make eye contact with both
players.• Get both sides of what happened.• Call in a second Judge if needed, for any
reason.• Separate the players if needed.• Explain the remedy and possible penalties.• Reassure and thank the players.
Two Great articles on blogs.magicjudges.org
• Customer Service by Billy San Juan (L1)• Why Do Judges Exist? by Jason Flatford (L3)