The document discusses various topics related to business and customer service, including the importance of having a good attitude towards customers, maintaining consistency in service levels, focusing on teamwork, and prioritizing customer service. It also provides quotes about the importance of marketing, perception being more important than reality, and ensuring all customer touchpoints deliver a positive experience. The overall message is about strategies for running a successful business with an emphasis on customer service.

4. Brains, like hearts, go
where they are
appreciated.

8. Walt Disney said;

11. brandStrategy.co.za

12. Mike & The Mechanics
Michael Said
brandStrategy
brandStrategy.co.za

13. twitter.com/mike_said_what
#Fancourt
slideshare.com/mikesaidwhat
FancourtMOT!
brandStrategy.co.za

14. brandStrategy.co.za
Help, It Feels Like I Am
Drowning!

16. brandStrategy.co.za
7 Rules Of Work
Be On Time
Don’t Steal
Don’t Screw The Crew
Don’t Swear
Have Respect For All
Make Money
Have Fun

17. brandStrategy.co.za
There are
FOUR
questions that
every customer
asks
themselves…

18. brandStrategy.co.za
Question 1 – Can I Afford This?
Question 2 – Will This Work?
Question 3 – How Will This Make Me Feel?
Question 4 – How Will I Feel I When My
Friends See Me There?
1+2+3+4=

19. brandStrategy.co.za
“Anyone who does not
make money selling food,
should be locked up!”
“Food Cost, the last
controllable expense!”

20. brandStrategy.co.za
“Owning a business
without marketing is like
winking at a girl in the
dark…”
“You know exactly what
you are doing BUT nobody
else does.”

21. brandStrategy.co.za
“Perception is more
important than reality…”
“It is more important what
people think you are than
what you actually are.”

22. brandStrategy.co.za
“Your Moments Of Truth”
“There are thousands of
TOUCH POINTS within
your restaurant every day,
are you delivering on all of
them?”

23. Opportunity The
To Compete Reinvestment
Moment Of
Delivery

24. Website
News Marketing
Opportunity
PR Reputation
Publications Social Media

25. The Phone
Call
The The Email
Departure Confirmation
The Checkout The Airport
Experience
The First
The Parking
Meal
The
The First Call
Reception
The Room The Check In

26. Pre
Checkout
Follow
Checkout
Up
Opportunity
Email Greeting
Phone
Invitation
Call

27. brandStrategy.co.za
Let’s Get This Thing Back On
The Road Already!
“SERVICE.”
“Making Serving Others
Your Number One
Priority!”

28. brandStrategy.co.za
Let’s Get This Thing Back On
The Road Already!
“ATTITUDE!”
“How you think about
your customer is exactly
how you will treat them!”

29. brandStrategy.co.za
Let’s Get This Thing Back On
The Road Already!
“CONSISTENCY”
“Set high service levels
and maintain them each
and every day!”

30. brandStrategy.co.za
Let’s Get This Thing Back On
The Road Already!
“TEAMWORK!”
“Look for ways to make
each other look good.”

31. Wishing You Every Success
brandStrategy.co.za

32. Twitter: mike_said_what
Facebook: brandstrategy-consulting
Facebook Personal: mikesaidwhat
LinkedIn: mikesaidwhat
YouTube: mikesaidwhat
Website: www.strtgy.co.za
Email Me: info@mikesaid.co.za
brandStrategy.co.za
Call Me: 082 449 7367

33. brandStrategy.co.za