|
GREAT CUSTOMER SERVICE FOR LEISURE PROFESSIONALS!
by Ruby Newell-Legner, CSP
Info@RubySpeaks.com
http://www.RubySpeaks.com
"You become successful by helping others become successful."
Ruby Newell-Legner, CSP
IN THIS ISSUE
1. The Handoff
2. YOU can develop an Effective Employee Training Program!
3. Using The Handoff as a training tool
4. A Free Quiz to measure your Guest Relations program!
5. Teleseminars are almost here!
6. On the Road with Ruby
1. The Handoff
In every organization there is a handoff of some kind. It is a
time when one employee finishes their responsibilities with the
customer and then 'hands off' the patron to the next staff
member. These specific moments can either paint a positive
picture or set the customer up for multiple disappointments. Here
are the key steps in a handoff, using the example I used while
presenting the Guest Relations Training Program for Heinz Field,
home of the Pittsburgh Steelers:
Selling the Ticket
The first step probably involves the purchase of an event ticket.
If the ticket agent is positive, friendly, and enthusiastic about
their job, not only do they sell the ticket, they offer insight
in making seating choices. They ask questions like, 'Do you like
seats in the middle of the field or do you prefer to be in the
shade?' An astute sales person will prepare for the handoff by
explaining the best place to park and the best gate to enter
based on the seat location. Offering a detailed map of the
stadium when the ticket agent hands the customer their ticket is
a nice touch. If the ticket seller offers a fan guide to the
purchaser, even better!
Parking at the Event
When the sports fan arrives at the game, they enter the parking
area with a smile because they already know the best place to
park. When the parking attendant greets them with a smile and
directs them into the assigned space in a pleasant manner,
impressions are on a positive role. If the parking lot attendant
notices the guests carrying a large bag of goodies and a big
thermos of liquid as they leave their car, it is appropriate for
the parking lot attendant to warn the guest of the guidelines for
what fans can take into the stadium using a positive demeanor to
explain them. Adding 'I thought you would want to know before you
got all the way up there.' Can help avoid an ugly confrontation
after the fan has walked from the parking lot all the way to the
stadium. Once again, the handoff has been positive and promoted
a positive experience for the fans and the employees.
Entering the Venue
When the fans reach the gate with a long line, a preventive
action can be for security personnel to clarify bottle guidelines
with fans before they get up to the gate. This allows a patron
time to drink whatever they have in a glass bottle or make
decisions on how to dispose of it without feeling the pressure of
everyone when they hold up the line at the gate. This also makes
the process run smoother for the ticket takers.
Being Seated
Once inside the stadium, ushers can begin positive relationships
with those in their section by offering assistance to find their
seat. Simple reminders for fans to take their tickets with them
if they leave the section will help avoid delays or a possible
altercation after a quick dash to the restroom!
Assistance with Concessions
When merchandise vendors know where specialty foods can be
purchased and can direct fans to the correct location,
refreshment stand workers often return the favor. Food venders
can direct their customers to a specific cart or store selling
specific sports paraphernalia. One good turn deserves another.
When this kind of synergy is not in affect, the entire experience
becomes a nightmare for the fan. Let's look at the other option
for each stage of the handoff. Imagine the decrease in ticket
sales with just one encounter like this...
The ticket seller doesn't explain where to park or where to enter
the stadium so the fan misses kick off because they were lost.
When they finally get to the gate with all their stuff, security
tells them they can’t bring it in and they have to take it all
back to the car. Grrrr. After finally getting to their seats,
little Johnny decides he wants Dippin' Dots so dad takes Johnny
up to the snack bar. No one on the concourse knows were Dad can
buy Dippin' Dots and after settling for regular ice cream, the
'ticket police' won’t let dad and Johnny back into their section
because 'Mom' has their tickets.
What are the chances of that family becoming season ticket
holders or even coming back to a game? Probably slim!
Whether you are running a special event or managing a recreation
facility, there is always a handoff from teammate to teammate.
Are your players aware of the importance they all play in this
process?
2. YOU can develop an Effective Employee Training Program!
Create a Training Program for your Employees that GETS RESULTS!
How to Develop an Effective Employee Training Program - A Digital
Training Manual
This is a must have for any manager! Using her 20 years
experience as a professional Trainer, Ruby has put together a
Digital training Manual to help you develop training programs in
your organization that GET RESULTS! This is a 45 page Ebook in
PDF format that can be printed or read directly from your
computer. Easy to follow instructions will be included when the
book is purchased.
The ebook normally sells for $17. We've decided to extend our
offer to this last issue so as a recipient of this email,
you have the opportunity to purchase the Digital Training Manual
for $13.60 - a 20% Discount!!
Don’t miss this great opportunity to create Powerful Training
Programs in your own organization that WORK!
To purchase 'How to Develop an Effective Training Program-
Digital Training Manual' and receive your discount, follow this
link: http://www.kickstartcart.com/app/adtrack.asp?AdID=66674
(you may need to cut and paste it into your browser)
3. Using The Handoff as a training tool
Facility managers often ask me for advice on how they can teach
their staff customer service skills. Since Guest Relations
training is my specialty mostly what I say is 'Hire me to do
that!' Of course I offer other solutions too, like setting aside
some time during a staff meeting for an activity. Involve the
staff in outlining 'The Handoff' process to raise their level of
awareness. It's not that they don’t know what customer service
is when they see it; it's just that they don't know how to
specifically bring those skills into their role.
An example of how you could bring home the point about 'The
Handoff' is to ask staff to outline what they wish patrons knew
when they came to them and what they think the next staff person
would benefit from if patrons were informed. Have staff reflect
on frequently asked questions or on areas where their guests are
confused.
Then compare and compile lists for each area. This activity
becomes educational and can work miracles around developing team
awareness.
Once the lists are compiled, ask staff for their buy-in and
commitment to focus on the areas of weakness. Pre-event meetings
are a great time to review specifics like this.
At Ritz-Carlton, they have what is called 'The Morning Line-up'
where all the staff gathers at the beginning of their shift and
the group is reminded of one key focus area for the day.
Everyone agrees to work especially hard on that area in his or
her delivery of service for every patron. Maybe that is why they
have such a stellar reputation for outstanding customer service.
Give it a shot and let me know how it works for you!
4. A Free Quiz to measure your Guest Relations program!
What if you had a tool to tell you what you're doing well in your
Guest Relations program and where you need to improve?
Well, you're in luck! Ruby has developed a Guest Relations
Program Assessment to help you rate your current programs.
The characteristics outlined on the assessment have been
identified by Ruby, a Customer Satisfaction Expert, as key
components to a company with Great Customer Service. A few
moments spent on this quiz could mean hours of saved time! Take
the quiz, share it with your staff, share it with your manager -
find out what you’re doing well and where you need to improve.
And best of all - it's FREE!!!
Let us be your NUMBER ONE resource for Raising the Bar in your
Guest Relations Staff Training Program!
To recieve the quiz, give us a call at 303-933-9291!
5. Teleseminars will be here in March
We've been talking about them for months - and now they're almost
here! A chance for you to learn from Ruby with out having
to leave your desk (or arm chair!)
Ruby finally has time off from her busy traveling schedule in
March so be watching for an email coming out very soon with a
great deal - one you wont be able to refuse!!
5. On the Road with Ruby
Here’s where Ruby’s going in the next month:
Mar. 8, 2004 Keynote Presenter - Annual Navy Personnel Command
Youth Program Training San Diego, CA
Mar. 9, 2004 Trainer - County of San Diego, Department of Parks
& Recreation San Diego, CA
Mar. 13, 2004 Presenter - California & Pacific SW Recreation &
Park Training Conference Anaheim, CA
Mar. 21-22, 2004 Keynote Presenter - New England Training
Institute & Exposition Portland, ME
Apr. 6, 2004 Keynote Presenter - Iowa Park & Recreation
Association Annual Conference Des Moines, IA
Apr. 19-20, 2004 Keynote Presenter - Wyoming Governor's
Hospitality & Tourism Conference Casper, WY
Visit this link to see Ruby’s entire schedule:
http://www.rubyspeaks.com/schedule.asp
To subscribe to Great Customer Service for Leisure Professionals
visit http://www.rubyspeaks.com/ezinesubscribe.asp
For Back Issues visit:
http://www.rubyspeaks.com/ezinepastissues.asp
==============================================
Vol. 1 Number 4 March 1,2004
(C) RubySpeaks, Inc. 2004 All Rights Reserved
Making Great Customer Service a way of life!
RubySpeaks, Inc.
9148 W. Vandeventor Dr.
Littleton, CO 80128
(303) 933-9291, fax (303) 904-2966
mailto: Info@RubySpeaks.com
http://www.RubySpeaks.com
|
