I was invited by the Leavine Family Racing (LFR) NASCAR team and one of their sponsors Procore to the New Hampshire Motor Speedway on Sunday, September 24th to watch the Monster Energy NASCAR Cup Series race. The crowd was very large, probably close to 100,000 people who were avid race fans and had traveled from near and far to see the race. While the race was a fabulous event with parachutists, Navy jets, screaming race cars and lots of racing celebrities I took away some important lessons. NASCAR and Team LFR have a relentless focus on the customer and it results in a huge fan base and enormous events that are wildly profitable. Somehow by focusing on the customer they allow tens of millions of dollars of cars, parts, and tools to mingle with tens of thousands of fans without any apparent problems.
Relentless, Attitude, Team, Flexibility were some of the traits I saw and learned about from the entire LFR racing team during my visit. Often we think about improving our processes to improve our businesses and thus improve our customer’s satisfaction but that is backwards. NASCAR has it right, they focus on the customer and the customer experience making that the center of everything else they do. The result is a great business with large revenues and zealous fans who bring more and more people into the sport.
I think we can all learn something from NASCAR.
About the Author:
Don Henrich is an accomplished technology veteran in both the MCAD and the AEC industries. As President and CEO of Assemble he brings an distinguished track record of innovation, winning strategies, team building, and the ability to quickly grow revenue and market share. Don and his wife Noel have three children, reside in Marblehead, MA and spend as much time as possible sailing on Massachusetts Bay.