Keep Smiling: Keep Your Business Strong During Difficult Times

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A presentation that outlines the basics of why customer service is so vital in today's economy, as well as a few simple steps to move it along. Delivered by Scott "Q" Marcus on behalf of Hospitality 101 in Del Norte County.

Scott "Q" Marcus inspires businesses facing challenging times as to how to get through them -- and then to celebrate the successes that come from doing that.

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Keep Smiling: Keep Your Business Strong During Difficult Times

  1. 1. Keep On Smiling! Keep Your Business Strong During Difficult Times Presented by Scott “Q” Marcus on behalf of Hospitality 101 1
  2. 2. Making Change 2
  3. 3. If I Always Do What I’ve Always Done… I’ll Always Be Where I’ve Always Been. Making Change 2
  4. 4. If I Always Do What I’ve Always Done… I’ll Always Be Where I’ve Always Been. Making Change 2
  5. 5. 3 Management’s Prayer
  6. 6. So far today, God, my employees have been just great! They haven’t grumbled, lost tempers, gotten grumpy, nasty, sel sh, over-indulgent, or told any customers to mind their own business and “ gure it out for yourself!” I really am glad about that! 3 Management’s Prayer
  7. 7. But, in a few minutes, God, we’re going to open the store, from then on I'm probably going to need a lot more help. 3 Management’s Prayer
  8. 8. 4
  9. 9. 1 5 13 The Numbers 4
  10. 10. 5
  11. 11. Is a Small Customer Worth the Hassle? Example #1 The Coffee Shop 5
  12. 12. 1 Cup $1.82 Days per Week 3 Income per week $5.46 Income per year $284 Five Year $1,420 Happy Index $7,098 Unhappy Index ($18,455) Is a Small Customer Worth the Hassle? Example #1 The Coffee Shop 5
  13. 13. 1 Cup $1.82 Days per Week 3 Income per week $5.46 Income per year $284 Five Year $1,420 Happy Index $7,098 Unhappy Index ($18,455) Is a Small Customer Worth the Hassle? Example #1 The Coffee Shop 5
  14. 14. 1 Cup $1.82 Days per Week 3 Income per week $5.46 Income per year $284 Five Year $1,420 Happy Index $7,098 Unhappy Index ($18,455) Is a Small Customer Worth the Hassle? Example #1 The Coffee Shop 5
  15. 15. 1 Cup $1.82 Days per Week 3 Income per week $5.46 Income per year $284 Five Year $1,420 Happy Index $7,098 Unhappy Index ($18,455) Is a Small Customer Worth the Hassle? Example #1 The Coffee Shop 5
  16. 16. 1 Cup $1.82 Days per Week 3 Income per week $5.46 Income per year $284 Five Year $1,420 Happy Index $7,098 Unhappy Index ($18,455) Is a Small Customer Worth the Hassle? Example #1 The Coffee Shop 5
  17. 17. 6
  18. 18. Is a Small Customer Worth the Hassle? Example #2 The Video Store 6
  19. 19. 1 Rental $2.99 Rental per Week 2 Income per week $5.98 Income per year $311 Five Year $1,555 Happy Index $7,774 Unhappy Index ($20,212) Is a Small Customer Worth the Hassle? Example #2 The Video Store 6
  20. 20. 1 Rental $2.99 Rental per Week 2 Income per week $5.98 Income per year $311 Five Year $1,555 Happy Index $7,774 Unhappy Index ($20,212) Is a Small Customer Worth the Hassle? Example #2 The Video Store 6
  21. 21. 1 Rental $2.99 Rental per Week 2 Income per week $5.98 Income per year $311 Five Year $1,555 Happy Index $7,774 Unhappy Index ($20,212) Is a Small Customer Worth the Hassle? Example #2 The Video Store 6
  22. 22. 1 Rental $2.99 Rental per Week 2 Income per week $5.98 Income per year $311 Five Year $1,555 Happy Index $7,774 Unhappy Index ($20,212) Is a Small Customer Worth the Hassle? Example #2 The Video Store 6
  23. 23. 1 Rental $2.99 Rental per Week 2 Income per week $5.98 Income per year $311 Five Year $1,555 Happy Index $7,774 Unhappy Index ($20,212) Is a Small Customer Worth the Hassle? Example #2 The Video Store 6
  24. 24. 7
  25. 25. Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7
  26. 26. 1 Meal $34.92 Meals per week 1 Income per week $34.92 Income per year $1,816 Five Year $9,079 Happy Index $45,396 Unhappy Index ($118,030) Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7
  27. 27. 1 Meal $34.92 Meals per week 1 Income per week $34.92 Income per year $1,816 Five Year $9,079 Happy Index $45,396 Unhappy Index ($118,030) Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7
  28. 28. 1 Meal $34.92 Meals per week 1 Income per week $34.92 Income per year $1,816 Five Year $9,079 Happy Index $45,396 Unhappy Index ($118,030) Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7
  29. 29. 1 Meal $34.92 Meals per week 1 Income per week $34.92 Income per year $1,816 Five Year $9,079 Happy Index $45,396 Unhappy Index ($118,030) Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7
  30. 30. 1 Meal $34.92 Meals per week 1 Income per week $34.92 Income per year $1,816 Five Year $9,079 Happy Index $45,396 Unhappy Index ($118,030) Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7
  31. 31. Why They Leave “Lessons from the Field” by Howard Feiertag and John Hogan 8
  32. 32. Why They Leave “Lessons from the Field” by Howard Feiertag and John Hogan 8
  33. 33. Why They Leave death 1% “Lessons from the Field” by Howard Feiertag and John Hogan 8
  34. 34. Why They Leave death 1% move 3% “Lessons from the Field” by Howard Feiertag and John Hogan 8
  35. 35. Why They Leave death 1% move 3% friend 5% “Lessons from the Field” by Howard Feiertag and John Hogan 8
  36. 36. Why They Leave death 1% move 3% friend 5% competitor 9% “Lessons from the Field” by Howard Feiertag and John Hogan 8
  37. 37. Why They Leave death 1% move 3% friend 5% competitor 9% product 14% “Lessons from the Field” by Howard Feiertag and John Hogan 8
  38. 38. Why They Leave death 1% Attitude move 3% 68% friend 5% competitor 9% product 14% “Lessons from the Field” by Howard Feiertag and John Hogan 8
  39. 39. 9
  40. 40. Attitude Contagion 9
  41. 41. 10
  42. 42. I bet living in a nudist colony takes all the fun out of Halloween. -Age 13 10
  43. 43. 11 Attitude Talks Verbal 7% Use of Voice 38% Non Verbal 93% 55% Albert Mehrabian [Nonverbal Communication (Chicago: Aldine-Atherton, 1972)]
  44. 44. 12 Attitude Talks
  45. 45. 12 Attitude Talks
  46. 46. 13 Attitude Talks
  47. 47. 13 Attitude Talks
  48. 48. Attitude Talks
  49. 49. Attitude Talks
  50. 50. 15 Attitude Talks
  51. 51. 15 Attitude Talks
  52. 52. Attitude Talks
  53. 53. Attitude Talks
  54. 54. Attitude Talks
  55. 55. Attitude Talks
  56. 56. Attitude Talks
  57. 57. Attitude Talks
  58. 58. 19 Attitude Talks
  59. 59. 19 Attitude Talks
  60. 60. Attitude Talks
  61. 61. Attitude Talks
  62. 62. Questions 21
  63. 63. Questions Open Inquiry 21
  64. 64. Questions Open Inquiry Closed Confirmation 21
  65. 65. Conflict! L A S T 22
  66. 66. Conflict! L isten A S T 22
  67. 67. Conflict! L isten A pologize (acknowledge) S T 22
  68. 68. Conflict! L isten A pologize (acknowledge) S olve T 22
  69. 69. Conflict! L isten A pologize (acknowledge) S olve T hank 22
  70. 70. Why Wait? 286 M Street Crescent City, CA 95531  707-464-8347 x 266 (ask for Mary) www.Hospitality101.biz 23

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