1. Since 1985 over 500 of the world’s leading organizations
have relied on FreemanGroup to develop, train and
implement their hospitality service solutions.
Hotels, casinos, government tourist boards, retailers,
airlines, airports, cruise lines and hospitals have all
worked with FreemanGroup to establish standards of
excellence to transform the quality of their guests’
experience.
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2. A selection of FreemanGroup clients:
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3. A selection of FreemanGroup clients……
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4. In preparation for the launch of “Mint”, JetBlue’s premium cabin
experience, FreemanGroup designed and implemented a
sequence of service training program for 250 JetBlue staff.
The reception from passengers was so overwhelmingly positive
that the actual occupancy increased to 60% higher than budgeted
and the service was expanded from 2 routes to 16.
FreemanGroup was subsequently retained to develop customer
training programs for all JetBlue employees, as well as
establishing a JetBlue hospitality training team to continue
implementing the service standards in house .
JetBlue sees these programs as a fundamental strategic initiative
that will play a crucial role in differentiating them from their
competitors and multiplying the returns on their business.
Case study: JetBlue Airways
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5. Although nationally ranked as a top 10 cardiovascular surgery center, The
Heart Hospital partnered with FreemanGroup to implement programs
designed to further increase their levels of overall patient satisfaction.
Following strategic sessions with the hospital’s senior leadership, service
standards, improvement expectations, outcomes and timeline assumptions
were agreed upon. Customized Standard Operating Procedures were then
developed for all departments and training programs, including for
physicians, implemented.
This initiative is also being rolled out at Baylor’s sister hospital in Denton.
Additionally FreemanGroup will develop an in house training team to
ensure these standards are continuously maintained at both facilities going
forward.
Case study: The Heart Hospital Baylor
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6. Delivering an outstanding customer experience is….
…. not about what we want people to do.
…. not about what we want people to say.
Delivering an outstanding customer experience….
…. is about how we want people to think.