POWER ON PRINCIPLES
the doors open...when the first guest arrives...when the lights go
up... how do you make sure that you and your team are powered on?
You implement and activate each of the 100 proven and successful POWER ON Principles.
In this issue -
"I will be right with you right after I update my facebook page"
PRINCIPLE #5 -
The Five Basics of Great Customer Service
When is the last time you had fantastic service?
Yesterday? Last month? Five years ago?
If you are like most people on the planet, your expectations are
increasing at the same rate as your frustration level with today's
quality of service! Service staff are less engaged, less motivated
and less likely to put down their IPhone to greet you with a
smile. You will likely get better service from your laptop than
your agent when you book a vacation.
If your team has lost its winning momentum, it might be time to go back
to CS school and remember the five basics to great customer service!
we greet our customer by name and welcome the customer to our
establishment is the first step for success. A warm and genuine smile,
good posture and if the opportunity arises, a firm handshake. A
greeting that says "Welcome and thank you for coming in... we have been
waiting for you"
we clarify the customer request is critical to delivering what they
want. Have we determined exactly their needs, offered up-selling
options and clarified that 'what we think they want' is actually 'what
they are asking for'?
we communicate the time it will take to satisfy their needs, and what
we do if we can’t. In today's time-stressed environment people want to
know 'when' before they are told 'how'. By letting people know when we
will deliver the goods we will reduce customer stress significantly.
do we ensure they are satisfied and that we have met their needs, and
what steps do we take if we haven’t? Have we asked the probing
questions and really given them a chance to respond honestly, or are we
just going thru the motions to get them out the door? Are we
resolving complaints and finding ways to turn 'chicken littles' into
like a great greeting, how we thank the customer for their patronage
and invite them back again soon is the most important opportunity to
create loyalty and to have customers celebrate our business instead of berate it!
If you do just one thing well... make sure they leave happy!
you need help getting your people plugged in, give us a call. We
will help you power on your people and we guarantee your return on
investment within twelve months. www.cronkgroup.com.
you aren't already...then you know it's coming...You...and many of your
team...will likely be exhausted, stressed and wondering how come it's
already July...So, to keep your team motivated and powered on throughout
the busy summer season, try implementing some simple and inexpensive
tools such as...
WEEKLY UPDATES FROM
with your team a successful sale, or a positive guest comment, or an
important upcoming event.. and be hip by using twitter and facebook or
MONTHLY BBQ/SOFTBALL GAME
your staff committee (you have one right?) organize an off-site, casual
and booze-free event for all team members to join in
FREE ICE CREAM
Arrange for your food vendor to show up one day with free ice cream for everyone... better yet, you hand them out!
BOSS FOR THE DAY
a contest asking for the best idea to generate new revenues or reduce
expenses. The winner becomes 'boss for the day' and, not surprisingly,
comes in at 11am, parks by the front door, takes a long lunch, makes a
few calls and then heads out for a round of golf.
Just like your typical day right?
For information about our coaching programs, call us at 604-986-1824
GET POWERED ON
Cronk presentations in May include-
Golf Links PEI
Prince Edward Island
Wascana Country Club
Cardinal Golf Club
University Golf Club
Cardinal Golf Club
Sunningdale Golf Club
Canadian Golf Club
Heatherglen Golf Club
To have James to speak at your next event, call us at 604-986-1824
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