2. This might make you cringe
Have you ever felt sick to your stomach when
you overheard a front desk clerk tell a customer,
“There’s nothing to do around here.”?
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
3. It’s a challenge most CVB’s have
• You spend a lot of time and money promoting
everything there is to do at your resort and in
your community.
• But frontline staff members don’t always use
the information you’ve given them.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
4. A devastating effect
• The only things as important as bringing
guests to your resort is getting them to come
back again and tell others about their great
experience.
• But when frontline employees are unable to
make recommendations and promote a great
experience, your guests are less likely to come
back.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
5. A simple solution: Certified Community
• It’s online training and all of the
lessons are on your website or
training materials
• Participants get “certified” by
learning about the things your resort
and community have to offer.
• It’s convenient and simple to
participate.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
6. What’s the goal?
Empower frontline staff with useful information.
“Enhance the visitor’s in-state travel
experience.”
–2012-2017 Michigan Tourism Strategic Plan
Bring visitors back for another great experience.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
7. This is how it works
• RjM builds an online quiz platform, exclusive to your
business.
• You customize quizzes to give employees the most
relevant and up to date knowledge about your
business and surrounding community.
• RjM provides sample tools to introduce the program
to employees.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
8. This is how it works
• Employees register and take an
“open book” test using information
found on your website or training
materials.
• You can track employee progress
through real-time data online.
• Front line staff use their
“Certification” when interacting with
your guests.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
9. It all started in our home town
• Certified Community was first designed for Experience
Jackson, the Jackson County Visitors Bureau.
• And it was a success!
Jackson Certified
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
10. Others soon caught on
• Traverse City liked what they saw and followed suit.
TC Certified
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
11. And the success continues
• In the first month TC had over 260 people
participating.
• Over half of them were“Certified” in two weeks.
-
“Customer service is a huge priority with this
area and this program helps to increase the
staff member's knowledge about the area
and to better serve the guests.”
- Melanie Olsen
TC Certified Administrator
Owner, Lake ‘N Pines Lodge
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
12. What’s in it for you?
• Increase engagement with your employees.
• Receive progress reports and notifications to
monitor employees training.
• Increase employee knowledge with convenience.
• Promote positive referrals for your resort and other
local businesses.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
13. This includes:
• Online quiz platform
• Training manual
• Promotional material
• Ongoing support/maintenance
$5,000 One-time setup charge
+
$50/month licensing fee
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
14. Getting started is simple
• In 2-3 weeks you can have a Certified Community
platform designed exclusively for your business.
• Contact Bill Bailey:
1-800-837-2637
Bill@rjmichaels.com
• Get started and turn your front line employees into
brand advocates.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
