Service that rocks   nebrcul[1]
Upcoming SlideShare
Loading in...5
×
 

Service that rocks nebrcul[1]

on

  • 289 views

 

Statistics

Views

Total Views
289
Views on SlideShare
289
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Service that rocks   nebrcul[1] Service that rocks nebrcul[1] Presentation Transcript

  • Service That RocksCreating/Maintaining a World-Class Service Culture Jim Knight
  • The Set List•  External Service Philosophy (Public, Members, Customers, Guests, Clients)•  Internal Staff Delivery (Employees, Staff, Team Members, Associates)•  Top Take Aways (to create “Service That Rocks”) @KnightSpeaker
  • I Look at Business This Way… Members/Guests/Customers/Clients Staff/Employees/Team Members Supervisors/Managers General Manager Regional/Multi-Unit VP’s CEO
  • Create “Raving Fans” = Sustainability1.  Decide What You Want2.  Discover What the Guest Wants3.  Deliver Plus One
  • 1. Decide What You WantThe most successful companies have a shared mindset amongst all employees!
  • The Mission“To spread the spirit of Rock‘n’Roll by creating authentic experiences that rock.”
  • Your Mission?“To spread the spirit of __________by creating ___________________________________.”
  • Top Take Aways to Create Service That Rocks1.  Create a clear, inspiring, guest-obsessed purpose to the business (for all stakeholders)
  • The Differentiated Service Experience•  Technical side = Predictable results
  • Technical = PredictabilityFundamentals •  Right people are in the right place •  Properly scheduled & staffed •  Effectively trained & indoctrinatedEmployees are Technically great •  Consistent systems and metrics are in place to ensure standards are met •  Employees are consistent in their delivery of the standardsWell-Managed Environment •  Everyone is held accountable at all levels •  Everyone is coached & supported •  Everyone treated with respect Things go right!
  • The Differentiated Service Experience•  Technical side = Predictable results•  Emotional side = Unpredictable moments
  • Emotional = UnpredictabilityPersonalized & Authentic •  Emotional attachments are created with individualized service •  Behaviors are not canned or fakeLoose & Fun Atmosphere •  Leadership sets the tone & standards •  Hard Rockers have “permission slips” to create unforgettable momentsUnique & Memorable Experiences Must Be Created “____________happened while I was there!”
  • Where the Rubber Meets the RoadPUBLIC Product Price Service Moments
  • Top Take Aways to Create Service That Rocks1.  Create a clear, inspiring, guest-obsessed purpose to the business (for all stakeholders)2. Service trumps Product, Price & Convenience every time – always has, always will
  • 2. Discover What the Guest WantsInternal: –  Member Surveys (Phone or Online) –  Comment Cards –  Customer Service Line –  Mystery ShoppersExternal: –  Focus Groups –  Consultants –  In-Person Clipboard Surveys
  • The Experience EconomyMore than ever, consumer expectations revolve around Price per Value.
  • Price per Value Price toConsumer Commodities Goods Services Experiences
  • Price per Value Price toConsumer Commodities Goods Services Experiences
  • Menu
  • Merchandise
  • Music
  • Memorabilia
  • Multi-Media
  • Monuments
  • The Amplifier
  • Memories = Raving Fans
  • Value Matters “Companies that fail to provide consistently engaging experiences, overprice their experiences relative to the value perceived.” - The Experience EconomyTo drive repeat business: • Consistency must be achieved first (technical side) • Experiences must blow away the perceived value (emotional side)
  • People Only Repeat What They Like
  • Top Take Aways to Create Service That Rocks1.  Create a clear, inspiring, guest-obsessed purpose to the business (for all stakeholders)2.  Service trumps Product, Price & Convenience every time – always has, always will3. Value matters – people only repeat what they like
  • Perception is RealityGuests Have 1 of 3 Perceptions of Your Brand when they Interact with You:
  • Why People Stop Coming Back in Hospitality:1% Die3% Move from the area5% Develop better business relationship elsewhere9% For conflict of interest14% Dissatisfied with product68% Upset with the service – the way they were treated Bu-Bye
  • Perception is RealityGuests Have 1 of 3 Perceptions of Your Brand when they Interact with You: O
  • Four Letter WordsThese words will put us out of business: FINE GOOD OKAY
  • Acceptable Mediocrity “People expect bad goods and rude service.” “If the abuse isn’t worse thanexpected, they’ll be back for more.”
  • Vanilla is Cool…
  • Perception is RealityGuests Have 1 of 3 Perceptions of Your Brand when they Interact with You: O
  • Mental Shelf Space The area of memorystorage from which you make decisions THE MENTAL ROLODEX
  • Top Take Aways to Create Service That Rocks1.  Create a clear, inspiring, guest-obsessed purpose to the business (for all stakeholders)2.  Service trumps Product, Price & Convenience every time – always has, always will3. Value matters – people only repeat what they like4. Be the chocolate - create as many +’s as possible to make Mental Shelf Space
  • 3. Deliver Plus One
  • The Differentiated Service Experience•  Technical side = Predictable results•  Emotional side = Unpredictable moments
  • 3. Deliver “The Vision” Plus OneFirst Date Theory
  • Top Take Aways to Create Service That Rocks1.  Create a clear, inspiring, guest-obsessed purpose to the business (for all stakeholders)2.  Service trumps Product, Price & Convenience every time – always has, always will3. Value matters – people only repeat what they like4. Be the chocolate - create as many +’s as possible to make Mental Shelf Space5. Treat each member like you’re on a First Date (or 1st Day of Work, CEO) every time
  • Seth Dechtman 1-877-245-8692 seth@thespeakeragency.comJim@KnightSpeaker.com@KnightSpeakerJim KnightJim Knight