This is a presentation on guest services I gave at FLOAT ticketing conference in June, 2011

1. Evolving Service
Survivor to Thrivor

2. Who is (are) the Guest(s) or
“Customers”?
Internal
Staff
Partners and Providers
Media / Performers
Legislators / Police / Fire /
Power / Telecommunications
Essentially, Anyone that we touch b2b who can directly or
indirectly affect our reputation and ability to deliver

3. Who is (are) the Guest(s) or
“Customers”?
External
Single Ticket Buyers
Groups
Season Ticket Holders
Complimentary

4. Do You Remember
Great Service Stories
What Made the
Experience Great?
Attributes of
Listening, genuine care, personalized,
Benchmarking the disproportionate conclusion from your
memory anticipated results, distinctive –
to the next experience, sharing the
story

5. When It Rains…
Why do bad experiences have more
power than good occurrences?
The impact of poor or neutral service
A Hammer
80% Energy Reduction Exercise… Get
‘em to say, “yeah”

6. Brands That Deliver High Customer
Service

7. What is Average or Just Good
Enough?
Answer the phone in two rings
Serve everyone in order of their place in line
Cleanliness
Safety
Open the Doors On Time
Charge the Right Price
Give the Correct Change
…

8. What Makes You Great?
Training
Experience
Attitude
Empowerment
Desire
Consistency
Awareness

9. Recipes For Customer Joy
Expectations
Listen
VOC
VOP
VOS
DMAIC

10. Now What Makes You GREAT?
“I” Statements
Begin and End with “Yes”
Anticipate – The JW Marriott Way
The Power of One Person – Everyone
Matters!
Take “You” Out of the Equation
Never, Never, Ever State the Policy