A presentation about developing WOMM and increasing sales at dropzones.

1. EXCEEDING EXPECTATIONS

4. Antigua

5. MY PHILOSOPHY

7. WORD OF MOUTH
MARKETING
#PIA2015

8. CUSTOMER SERVICE
IS YOUR BEST MARKETING PLAN

9. THE POWER OF THE SMARTPHONE

18. SKYDIVING IS EVOLVING

20. CAN WE AFFORD NOTTO
AMAZETHE CUSTOMER?

22. A CUSTOMER SERVICE
COMPANY
• GETTING A REFUND
• 2+ HOUR PHONE CALLS
• 9 HOUR PHONE CALL
• BECKY JOHNS @ SXSW
• CALL AT MIDNITE

23. YOUR DREAM DATE
SCENARIO:

25. INTERACTIONS
• Website
• Parking
• Cleanliness of restaurant
• Greeting by Host / Hostess
• Length of time to get a table
• Time it takes to place drink
order
• Cleanliness of Bathrooms
• Time it takes to place an
order for food.
• Time it takes to receive food.
• Quality of food
• Interactions with server
• The Closing

26. #PIA2015
20 DZ CUSTOMER TOUCH POINTS
Road Signs Parking Lot Check-In Training
Website PhoneSocial Media
JumpsuitsInstructor Videographer Plane
Ascent Free Fall Wait Time for Media
Media Closing
Wait Times Bathrooms Hangar Snack Bar

27. TAKE OWNERSHIP
• Everyone is on stage - put on a show!
• Appearance
• Handling problems professionally
• Non verbal communication
• Language
• Never focus on negative!

32. We have the PRIVILEGE to give someone a GREAT DAY
that will last a lifetime. Sear yourself in their memory as being
the best you can be.

34. Passionate People
"Uninspired people rarely do inspired work. Passionate
people in an organization are different. They do ordinary
things extraordinarily well......."
"Customers don't have relationships with organizations; they
form relationships with individuals. Passionate employees,
whether they are salespeople, technicians, or service reps,
constantly show their commitment to customers. They do
this by demonstrating their passion about what they do."

35. CUSTOMER SERVICE
IS YOUR BIGGEST MARKETING PLAN

36. Closing
3Takeaways
3 ImprovementsYou Can Make
3Values

37. FRIEND ME ON FACEBOOK!
DropZone Marketing
facebook.com/DropZoneMarketing