This document discusses managing customer expectations and experiences. It emphasizes that owning the "voice of the guest" is key to success in highly competitive markets where customers have high expectations. It stresses that reliability, assurance, empathy, responsiveness and tangible factors determine customer experience. The document advocates creating memorable experiences and caring interactions with guests to exceed their expectations and ensure their satisfaction. It argues that engaged and satisfied employees are critical to delivering excellent customer service and experiences.

1. Expectation v.s Experience

2. PERFORMANCE
FOOD GROUP
Regional Director
Human Resources
1700 Associates
4 Billion Annually
A little about me:
Jonathan “JJ” Jarrell

4. OUR CUSTOMERS

6. Customer Decision
Price Location Referral
Experience
Past/Present

7. Reliability: The ability to provide what was
promised, on time, dependably and
accurately. (Honesty)
Assurance: The knowledge and courtesy of
employees, and their ability to convey trust
and confidence. (Competence)
Empathy: The degree of caring and
individual attention provided to customers.
(Concern)
Responsiveness: The willingness to help
customers and provide prompt service.
(Attitude)
Tangibles: The physical facilities,
equipment, and appearance of the
personnel. (Professionalism)

8. Strong competition
Difficult to differentiate
Highly informed consumers
Exceedingly high expectations
Cost of acquisition of a
targeted customer is high
Cost to satisfy is higher
Cost to replace is 5x higher !
Opportunity #1

9. O V O G
Own The Voice of the Guest
Everything you do has to center around the guest,
whoever owns the VOG owns the marketplace

10. Value of a delighted
Guest ... Priceless

11. Reservations Front desk Maintenance
Housekeeping Laundry Rental Services
Rhonda
Samatha
Peyton
Victoria

12. Spouse/partnerGrandkids
Children
Unique Memorable Experience's

13. Experience=Gems
Caring = Greet Everyone
Trustworthiness = Tell the Truth
Empowerment = Have Fun
Sensitivity = Communicate clearly
Thankfulness = Thank you

15. What do we do right?
What can we improve on?

16. MOT The Process Creates Success

17. Personal Elements
To create the experience

18. AIIAThe action is in the interaction
with your guest/family
Authentic-ness

19. Experience
Mediocrity
Mediocrity
Average

20. I own it!
I'm sorry!
I will do it!
Accountability
Above the line
Below the line Not my job
Its your fault
No one told me
I own it!
I'm sorry!
I will fix it!
E + R = O

21. Model your best
Mentor

22. The number one
factor in increasing
the level of highly
satisfied and
engaged GUEST in
your business is…
The level of highly
satisfied and
engaged
EMPLOYEES in your
business.

23. You wouldn’t fail to
greet a guest in your
own home would you
The guest falls in love with the experience and the
way Resort Collection made them feel

24. For a copy of this presentation visit
www.kiwilive.com use keyword JJ
Twitter @jj_jarrell