Client Relations & Service Flashcards

An AD wants to strengthen alumni engagement with the athletic program. The MOST sustainable long-term strategy is to:

Answer: Create ongoing alumni engagement programs tied to student-athlete mentorship

Mentorship programs create meaningful alumni connections while benefiting student-athletes, sustaining engagement beyond fundraising cycles.

A student-athlete publicly criticizes the athletic department on social media. The AD's BEST response is to:

Answer: Address the concerns privately and review if the criticism identifies legitimate issues

Private engagement respects the student-athlete relationship while allowing the AD to assess whether the criticism reflects a real problem.

Which ADA accommodation is an athletic department REQUIRED to provide for spectators with disabilities?

Answer: Accessible seating with equivalent sightlines at comparable prices

The ADA requires accessible seating with equivalent sightlines integrated throughout the venue and available at comparable price points.

A high-profile coaching search is generating intense media interest. To manage stakeholder expectations, the AD should:

Answer: Establish a communication timeline and stick to scheduled updates

A scheduled communication timeline manages expectations without creating constant pressure or leaking sensitive information.

When evaluating vendor contracts for athletic department services, the AD should prioritize:

Answer: Alignment of vendor values, service quality, and cost-effectiveness

Balanced evaluation of values alignment, service quality, and cost ensures sustainable, effective vendor relationships.

A parent group demands that the AD remove a coach mid-season due to interpersonal conflicts. The AD should:

Answer: Conduct a proper review process before making any personnel decision

Personnel decisions must follow established review processes to ensure fairness and protect the institution from liability.

Which aspect of service quality is MOST critical in creating loyal, long-term relationships with athletic program stakeholders?

Answer: Reliability and follow-through on commitments made to stakeholders

Reliability and follow-through on commitments consistently rank as the strongest driver of trust and long-term loyalty across all stakeholder types.