In today’s competitive world of customer service, consumers expect to be wowed.  With this knowledge, we need to deliver memorable service every day of the year, especially if we want repeat customers!  One way to increase the passion of your people and the satisfaction of your guests is to become the Producer, Director and Lead Actor in your own business.  By doing so, you and your team will create Oscar-winning performances.

Benefits

Session participants will be educated and entertained by this ‘performance’ on customer service. You will learn specific methods for improving the service at your business and leave with tools such as; ‘how to identify your guest profile’, ‘how to write a designed guest experience’, and most importantly, ‘how to implement daily scene stealers’.

Industry

Golf / Resort / Retail

Target Audience

Business Owners, Managers and Supervisors of all departments

Outline

Scene One– Understand Your Audience - Who are your Customers and what do they want?

Scene Two – Write a Great Script  - Smiles are not enough. You need ‘Great Guest Experiences’ so that every employee can exceed your member/guest expectations.

Scene Three – Hire Great Actors - How do you find the right ones, lose the wrong ones and keep the best ones coming back?

Scene Four – Be a Great Director - As the ‘Director’ of this experience, you must be a service leader.

Scene Five – Deliver Box-Office Hits  - Great staff, a great script and a great boss won’t guarantee success – you also need ‘service systems’ in place to ensure that you’re delivering blockbuster performances every day.

Presentation Formats

Keynote (60 minutes up to 2 hours) and Facilitator (Half Day up to Full Day - which includes break-out sessions, exercises and audience participation)

Have you designed your brand? Are you who your customers think you are? How do you separate yourself from your competition? In today’s tough economic times, it’s important to set yourself apart. To be successful – you need to be what your customers want you to be while staying true to who you are. In this session you’ll learn basic principles of defining your brand and your product, and how this very important process can help you grow into a more profitable business.

Benefits

Session participants will be educated in some of the basic elements of branding, and how that applies to their business and how effective branding can increase their sales. The session will also focus on the four key areas where a business can effectively communicate their ‘brand’; customer service, external marketing, internal messaging and employee development. In addition, participants will take away methods for creating their own club’s brand power.

Industry

Golf / Resort / Retail

Target Audience

Business Owners and Senior Managers

Presentation Format

Keynote (60 minutes up to 2 hours) and Facilitator (Half Day up to Full Day - which includes break-out sessions, exercises and audience participation)

In today’s competitive service industry, consistently delivering great experiences to your guests is critical for success. Managers at all levels will learn the five steps implemented by successful facilities to keep them ahead of their competition. From motivating your people to developing your business brand to being a better manager, you’ll learn practical and inexpensive methods to create more consistency and increase your member/guest/employee satisfaction and, as such, your profits.

Benefits

Session participants will be exposed to the best practices being used by successful clubs to create consistency in their operations.  In addition, the session will review many of the tools that every club should have, including:  mission statements, designed guest experiences, unique selling propositions and motivation techniques.

Topics

Make Your Brand - Great businesses have defined ‘who’ they are ‘what’ they offer.  Learn how to define our story.

Methods in Place - Consistency comes from hiring the right people for the role. Learn how to hire for success.

Manage Well - Great leaders can be made. Learn how to spot talent and create loyalty.

Measure Often - If it isn't being measured it isn't being managed. Learn how and what to measure.

Motivate Always - What motivated employees five years ago no longer applies. Learn how to get them excited every day.

Industry

Golf / Resort / Retail

Target Audience

Business Owners, Managers and Supervisors of all departments.

Presentation Formats

Keynote (60 minutes up to 2 hours) and Facilitator (Half Day up to Full Day - which includes break-out sessions, exercises and audience participation)