Remind you of anything?

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2 Remind you of anything?

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5 The HIGHEST grossing revenue food store per square foot.

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7 What is the Lifetime value of a customer? Stew Leonard wrote this in an employee newsletter: We have 3 Locations, each serves 100,000 customers per week. Each customer spends and average of $100 per visit. If we lose 1/100 th of 1 percent of our customers a week. (No big deal right?) If this happens our stores lose $2.5 million per year. Over a 10 year period that amounts to $25 million dollars. Losing fewer than 2 customers a day can amount to a multi million dollar loss most of the customer s reasons for leaving can be traced to one moment of rudeness by one unthinking employee.

8 It s times more expensive to get a new customer than it is to keep one.

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10 Ice Berg Straight ahead!

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15 Uploaded 7/6/09 Today s date 6/10/13

16 June 10, 2013 United Breaks Guitars back again in spotlight.

17 A Service Culture starts with Task Mastery Owner Founder What s most important Executive. Management Meaningful service stories Lay the groundwork with Core Values Core Service values Everything is in alignment from the top down Vision Story Virtually defines the service theme when it s done perfectly Create Service Values Performanc e agreement headers Core & and service values become Performance Standard headings Write a Customer Service Journey Path Generate Service Standards Install in Service tools Vision Story, performance agreement & measurement Define Service tasks Uncover and define service Standards and leaks Appearance Process manuals Handbook What they do Define Guest Expectations Defines Performance Guest Centric Employee policies given before accepts job Appearance & uniform standards Communicat e win - win From Their perspective Employee s can now choose to perform Ongoing management and Leadership tools Department manuals & Training quiz

18 Build Your Culture From the Top Down! With all due respect the fish stinks from the head down!

19 What s most important to you in your life? (founder or owner) #1 #2 #3 #4 What s most important to you about the guest s experience at your business? What has to happen in order for that to happen?

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21 Front Desk Customer Journey Map Expectation Smile Identify and meet my needs Specials / discounts explained Attraction locations and updates Listen, empathize TASKS immediate, attentive, helpful Explain good deals Sell me only what I need Program descriptions Fix it now Just right amount of energy - Explain how they work, Speedy, accurate, pleasant Daily schedules Mistakes compensated not obnoxious what's best for me No delays Friendly - Small talk Clean, organized, Responsive, informative, helpfulget them to where they want to go Personalized conversation Give me reasons to remember you Quick and simple accessible, identifiable Move to correct department, Smooth process, understandable packages Eye contact Give me reasons to come back Transparent information updated and accurate Quick and simple Get to know me Make me feel important A means of 2 way communication message returned promptly A means of 2 way communication Eliminate my frustration Acknowledge my visit Visual Greeting Phone Promotion Check in $ Transaction Interaction Directions Exit point Service Data base impression knowledge Check out Reservation Information Recovery Failure What would failure look like?

22 Standards are the required minimum level of performance or the pre-agreed upon level of quality. They are the foundation of any business s experience

23 Pssst You want to know who we are, what we do and why we are so much better?

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26 So What Story are your Guest s Telling?

27 Let me tell you my story

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38 Becoming an Experience Destination

39 To push or not to push

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43 Eliminate Frustrations

44 Add in thetlc Show you care!

45 Evolving to an Experience Destination Starts with your Service Foundation and Core Values Add Emotional Touch points Describe the Experience Journey Path Add Experience and Environment Standards Create A New Performance Agreement Owner Founder Executive Mangt. Guest Desires Define Emotions Add these emotions to the Vision Story Update performance agreement Communicate win - win Process manuals Emotions aligned with core values Meaningful guest and personal experience stories Guest Journey Redefined Look the Brand Match emotions to the Brand Personality Virtually elevates to an experience theme When it s done perfectly with emotional connection. Constantly evolving Used as an ongoing Leadership tool Update Department manuals & training quiz Emotional touch points defined Appearance & Uniform freshened Defines Performance

46 Front Desk Customer Experience Journey Map Treat like Add Emotion Long lost friend Signature Move Ask who they Sing your promotions want to be Acknowledge their disappointment Tell personal story Queue line game Expectation Smile Identify and meet my needs Specials / discounts explained Attraction locations and updates Listen, empathize TASKS immediate, attentive, helpful Explain good deals Sell me only what I need Program descriptions Fix it now Just right amount of energy - Explain how they work, Speedy, accurate, pleasant Daily schedules Mistakes compensated not obnoxious what's best for me No delays Friendly - Small talk Clean, organized, Responsive, informative, helpfulget them to where they want to go Personalized conversation Give me reasons to remember you Quick and simple accessible, identifiable Move to correct department, Smooth process, understandable packages Eye contact Give me reasons to come back Transparent information updated and accurate Quick and simple Get to know me Make me feel important A means of 2 way communication message returned promptly A means of 2 way communication Eliminate my frustration Acknowledge my visit Visual Greeting Phone Promotion Check in $ Transaction Interaction Directions Exit point Service Data base impression knowledge Check out Reservation Information Recovery

47 Peak and end times are the most memorable!

48 Value is the measure of Was it worth I paid for it and will I come back?

49 Interacting everyday Make a game of everything Create a show for everyone Personalize Each Experience

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