OUR CUSTOMER SERVICE MODEL. George Kutchins June 13, 2017
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1 OUR CUSTOMER SERVICE MODEL George Kutchins June 13, 2017
2 George Kutchins ~ 30 years with the San Diego Symphony Manage front of house operations and volunteer program (multiple venues) 1,000+ volunteers / 150+ events per year Helped develop and administer interactive usher website (sdusher.org) 25+ years Marketing Director/Municipal Services Manager for multi-disciplined consulting engineering firms (national/ international) serving public agencies
3 Topics 1 Organization background 2 Usher program 3 Customer service
4 San Diego Symphony Oldest orchestra in California (107 years old) Tier 1 Orchestra $24 million annual budget 82 full-time musicians / 38 administrative staff Various venues (indoor / outdoor) Provide event staffing
5 San Diego Symphony - Venues 2,200+ seat Jacobs Music Center / Copley Symphony Hall
6 San Diego Symphony - Venues Bayside Summer Nights Venue (scalable up to 7,500+ capacity)
7 Diverse Offerings San Diego Symphony Classical (orchestral / chamber) Jazz Movies City Lights / Pops Series Rentals Music (classical, pop/rock, jazz, etc.) Dance comedians TedX Networking / lectures Comic-Con MLB All-Star festivities IMAX Body building, etc.
8 How Does the Symphony Utilize Volunteers? Office assistance Special events Musician hospitality Usher Program
9 The Usher Program Quick Facts 1,000+ ushers in database Staff 150+ events/year Labor cost savings of $750,000+/year Interactive, password-protected dedicated usher website, sdusher.org In 2000 created pro-bono by volunteer (webmaster is volunteer) 24/7 access Manage your account in real-time Reporting interface to track metrics, schedules, etc. Age range (18 -???) Strengths vs. challenges
10 The Usher Website
11 The Usher Program How to Get Involved Register on-line Assigned to an usher team (9 teams) Attend a formal orientation Team Captains confirm scheduling of their team members for 70-80% of events Wait List vs. Confirmed List
12 Front of House Staffing/Event EMPLOYEES On-Site House Manager (1) Ticket Staff (3-5) Facilities Engineer (1-2) Box Office personnel VOLUNTEERS Floor Captains (2-4) Ushers performing diverse functions (30-65) CONTRACT / VENDORS Concessions Cleaning / Porters
13 The Usher Program Training All-Hands orientation before each season (winter / summer): hours each Detailed usher handbook and quick reference guide (hardcopy and posted online) Specialized Floor Captain training Pre-event briefings (15 long) 1-1 mentorship Facility tours Seating chart aids
14 The Usher Program Training: What We Cover Policies / Procedures (standard, emergency, etc.) Usher account / schedule management Expectations Dress code, toolkit Customer service Communication / chain of command Scenarios (how to, what if, etc.)
15 The Usher Program Our Customer Service Commitment & Philosophy Provide the formal training, mentorship, and ongoing support to provide a seamless and exceptional customer service experience based on professionalism, close communication, empathy, awareness, mutual respect, engagement, and empowerment We are solution-finders
16 Understanding the Experience Patrons Before Website, Ticket purchasing, Transportation / Parking On-site Welcome, entry, directions, concessions, programs, inserts, interactions, restrooms, late seating, re-entry, photography, needs/concerns, hot buttons, cleanliness, merchandise sales, autographs, departure After / Follow-up After Before During
17 Understanding the Experience Patrons
18 Understanding the Experience Ushers Before Before On-site After / Follow-up After During
19 Understanding the Experience Ushers
20 Customer Experience Establishing Expectations Defining Good vs. Bad experiences Goal: Create THE BEST experience possible Embrace your role Scenarios - Do s and don t s Challenge: Effectively managing the gray areas Patrons Engage, aware, attentive, serve, royalty Ushers Respect, flexibility, extend grace, constructive feedback, mentorship, receptive to feedback
21 Customer Service What is Important People Communication Knowledge Uniformity Safety The Event / The Experience We look for PASSION
22 Customer Service People - Why Positive environment Patron retention / expansion Usher retention / expansion Minimize stress Create sense of community
23 Customer Service People - How Smile Show empathy / enthusiasm Be accessible / helpful / nice Follow the Golden Rule Proper etiquette Exhibit graciousness Encourage patrons to return
24 Customer Service Communication - Why Efficiency Shows we are proactive Instills teamwork
25 Customer Service Communication - How Ask questions of / inform management Actively listen Proactively talk to you co-workers Process/retain training information
26 Customer Service Knowledge - Why Consistency Confidence Enhances a safe environment
27 Customer Service Knowledge - How Under / retain information Take ownership Communicate
28 Customer Service Uniformity - Why Looks professional Differentiate ushers from patrons Promotes positive image
29 Customer Service Uniformity - How Adhere to dress code / toolbox Follow policies and procedures Work together / teamwork Take turns / share workload
30 Customer Service Safety - Why Promote health Avoid liability Maintain security
31 Customer Service Safety - How Adhere to policies and procedures Use flashlight correctly Do what is reasonably expected Keep aisles clear Pay attention Communicate
32 Customer Service The Event / The Experience - Why Enjoyment Entertainment Respect to the artists Respect to the patrons Respect to each other Respect to the surroundings
33 Customer Service The Event / The Experience - How Seat only at designated times Minimize disruptions Follow policies and procedures Be flexible Use proper judgement Communicate Be the solution
34 Customer Service Attributes of a Great Volunteer Mindful and purposeful Aware of surroundings Live in the moment Helpful, happy, and friendly Efficient / Solution finder Gracious / A servant spirit / Selfless Personal pride of ownership Rapid communication Flexible / Team player Dependable / Know your duties Buy-in to organization's expectations
35 Customer Service Management s Role Listen / Ask / Assess Quick response Empathy Consistent messaging Professionalism / Leadership / Mentorship Acknowledgement / Encouragement Action / Resolution
36 QUESTIONS? George Kutchins
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