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  • The Top 5 Tips - Motivating The Team-Jonathan Winchester

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    judy2464
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    This document provides 5 tips for rural businesses to improve customer service: 1. Recruit employees who have a background in customer service and properly train them on products, service, and monitoring. 2. Ensure the customer experience is positive at every touchpoint, from the website and phone to parking, queuing, and exiting. 3. Identify your most important customers and focus your service on meeting their needs. 4. Move beyond small talk with customers to building rapport by discussing products, events, changes and how-tos with enthusiasm. 5. Use mystery shopping and feedback to benchmark service, reward employees, and improve profits.

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    Presentation - Farm Shop Conference South East Sept 2013

    Original Title

    The Top 5 Tips- Motivating the Team-Jonathan Winchester

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    This document provides 5 tips for rural businesses to improve customer service: 1. Recruit employees who have a background in customer service and properly train them on products, service, and monitoring. 2. Ensure the customer experience is positive at every touchpoint, from the website and phone to parking, queuing, and exiting. 3. Identify your most important customers and focus your service on meeting their needs. 4. Move beyond small talk with customers to building rapport by discussing products, events, changes and how-tos with enthusiasm. 5. Use mystery shopping and feedback to benchmark service, reward employees, and improve profits.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    28 views21 pages

    The Top 5 Tips - Motivating The Team-Jonathan Winchester

    Uploaded by

    judy2464
    This document provides 5 tips for rural businesses to improve customer service: 1. Recruit employees who have a background in customer service and properly train them on products, service, and monitoring. 2. Ensure the customer experience is positive at every touchpoint, from the website and phone to parking, queuing, and exiting. 3. Identify your most important customers and focus your service on meeting their needs. 4. Move beyond small talk with customers to building rapport by discussing products, events, changes and how-tos with enthusiasm. 5. Use mystery shopping and feedback to benchmark service, reward employees, and improve profits.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 21

    5 Service Tips for Rural Business

    Jonathan Winchester

    Perception is King

    The 80% - 8% Rule

    Rule 1 - Recruiting My 33% Rule


    Upbringing Parents Experience service Drama Working P/T Leaders at school

    Induction Product Service Monitoring and


    rewards

    You dont have a great business without great service

    No 2. Where is the Wow?


    Website
    Phone Car Park

    Queuing

    No 2. Where is the Wow?


    Website
    Phone Car Park

    Queuing

    Inside the Park

    Exiting the Business

    No 3. Who is your most important customer?

    Recruiting Tips

    WARNING - relatives and friends Interview properly Mystery shop them Good recruitment = good systems Work On not In E-Myth

    Simple Communication

    Managers meeting Roles and responsibilities Walk the floor Managers brief staff every day Reward and recognition

    And You Thought Strawberries Were For Eating!

    No. 4 - Chit Chat vs Rapport

    Weak

    Strong
    Confidence

    Weather Weekend Whats


    going on

    EASY

    Products Events Changes How tos. The Team ENERGY

    No 5. Feedback - Breakfast of Champions


    Weak Strong

    Mystery Shopping
    Galvanising the Team Benefit 1. Third Party Feedback Benefit 2. Reward the Team Benefit 3. Your Bug Bears Benefit 4. Benchmark within the Sector Benefit 5. Profits Improve

    Booths Supermarkets

    What should you measure?


    The whole Experience
    Service in the Tea Room

    Selling in the Gift Shop

    Our manner on the phone In hours

    Getting attention through the web experience

    What happens after hours?

    The team is up to YOU..... and only YOU!

    Questions?
    Jonathan Winchester

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