NAPKINOMICS

NAME: OUR CUSTOMERS HATE...

FEELING I NVISIBLE LACK OF MANNERS
PURPOSE (OUR WHY)
ORG: TO SHARE OUR PASSION FOR REMARKABLE
HOSPITALITY

CORE VALUES SERVICE STRATEGY (WHAT)

The things that make us GREAT!

NAPKINOMICS
* Not sure what your customers hate? Type your venue’s
YOU GOTTA WAN NA! START & name into Yelp or another review site.

* If your service strategy doesn’t fit on here,

FINISH STRONG BE BRILLIANT AT THE
BASICS EXCELLENT COMM U NICATORS
AVID STUDENTS, PATIENT TEACHERS DON'T
SERVICE
JUST GO THROUGH THE MOTIONS OFFER COM RECOVERY
PENSATION, NOT EXCUSES W E ARE THE Five simple steps (or less)

YOU DON’T HAVE ONE

BRAN D!
1. ACKNOWLEDGE THE COM PLAI NT

2. SI NCERELY APOLOGISE
* Traits or qualities that you consider not just worthwhile, but
representative of your organisation’s highest priorities.
3. TAKE ACTION TO PLEASE YOUR GUEST
OUR CUSTOMERS LOVE... 3 X 3 MATRIX (HOW)
VALUE FOR MONEY 1. MAKEEXPERIENCE
NEW OPTIONS A TAILORED 2.ENCOURAGE
‘EM SMILE A FEELING 3. RAN
LIKEANAN INSIDER DOMAACTS OF KIN DNESS
PROVIDE
OPTIMAL SPEN D REASON TO RETU RN 4. ALERT MANAGER OF ISSUE
i. MAKE THEM FEEL
i. ALWAYS PROVIDE OPTIONS i. CHIVALRY (YOU)
IMPORTANT
ii. GO OUT OF YOUR WAY TO
BE HELPFU L
ii. BE AN ORDER MAKER ii.
AN ALTERNATIVE EXPERIENCE 5. THANK THEM FOR THE CHANCE TO MAKE IT RIGH
(OUR OFFER)
PROVIDE A UNIQUE MAKE IT EASY TO START AN U PCOMING ATTRACTION
i EXPERIENCE i AND STAY i (EVENT)

* Best way to find out... Ask your regulars!

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