Delivering Service Excellence - Learning From the Best

Delivering Service Excellence – Learning from the Best!

Rebecca TemplemanMaster Connection Associateswww.masterconnection.com

+1 949-589-6137

http://www.masterconnection.com/

Remarkable = Excitement!• Objectives to Discuss

– How do you differentiate yourself in a world of too many fitness centers?

– How do you provide the highest level of service when others are competing with you to provide similar services?

– Excellent service skills take Practice – Practice – Practice– How do you check in Everyday to ensure you are committed

to service excellence?

Copyright 2009 Master Connection Associates 2

The argument for a service culture in the world of Fitness…

No matter how good we are substantively, what a client remembers and the value that they perceive is likely derived from how they are treated in the process of joining our gym, fitness center or club

This treatment is more likely to come from the client's interactions with staff than with the representative who signed them up

We all play a significant role in a service culture

• Helps retain100% of clients• Increases current client base• Increases client spending (Personal Training)• Improves efficiencies• Creates the environment that encourages

innovative services, products and ideas for the future

• This all starts and ends with employees and leaders working together

Employee Engagement: What matters most falls below the water line

Public Perception: WHAT we promise to deliver

What makes our promise a reality? Our People


“Service doesn’t live in the name of a fitness club or a logo. It lives in the mind of the client. It is created instantly and also over time.

It is hard to build and easy to destroy. At its best it arises from a seamless presentation; at its worst, from the wreckage of yesterday’s ideas.

Done correctly, service can create a moment when a company and their customers walk in perfect step.” -Anonymous

• Founder of The Ritz-Carlton Hotel Company…Learn from the architects who developed the quality process for hotels

• Learn how to create the “passion” of customer service excellence that took their first company to the top and is now taking their next company even farther!

• Benchmark their practices…


Follow the Path of theBest….Horst Schulze

• Changing the Perception of Joining a Club• Teaching people to Provide “Service”• Improving Client Retention • Increasing Client Spending


Crunch Fitness

People…• Service oriented

employees• Passionate about their

jobs • Updated on client needs

and trends• Client focused


Training• Comprehensive • Standards of Excellence• Orientation• Analytical and Robust

Measurement


Tools• The “right” equipment• Tools to get “the job

done”• Tools to support the

service standards

– Line Ups– Quality – Feedback– Leaders that walk

the talk


Communication

• Line Ups• Service Meetings• Meetings with customers • Focus Groups• Positioning to represent

the brand


• Experience Rules as Expectations Rise… Keep it continuously new and fresh

• Customer-Centric…their needs and their preferences, attention to detail, create individual experiences

• Enhanced Employee Interaction…Engaged employees = delighted customers


Closing the Customer Service Gaps…

• Remarkable Leadership• A Drive to “Win”• Hard Work• To Communicate without ANY Fear of

Repercussion!


Remarkable Service Organizations…


Behind the Behind the MystiqueMystique of of Service - Service -

Processes that Work!Processes that Work!

• Customers• Employees• Owners• Brand


The Constituents


IT’S NOT WHAT YOU DO,

IT’S HOW YOU DO IT.


Quality and Excellence = Success

Quality Employee

Experience

Quality Customer

Experience

Quality BusinessPractices

+ +

= Your Future Success

The Results…

• Higher Productivity• Increased Customer Satisfaction• Increased Customer Loyalty• Better Teamwork• Less Employee Turnover• More Profit


• Decide on a Vision• Select the Right Talent• Orientation of Customer Service

Philosophy• Develop Customer Service Basics• Create Accountability through Line Ups


Our Process…

• Caring• Exactness• Empathy• Learner • Persuasion• Positivity

• Relationship Extension• Self Esteem• Service Orientation• Team• Work Ethic


Don’t Hire….Select The Right Characteristics

1. Warm Welcome2. Anticipate the Guests Needs3. Fond Farewell


Three Steps of Service

• It is the first two days of employment for a new employee

• The main focus is on your Standards, your philosophy

• Orientation is conducted by the Senior Leaders

• It is a “significant emotional event”


Orientation of Philosophy

• A reunion from Orientation• Why 21 days later?• A time to find out how things are going and to ensure that

everyone is “getting it”• HUGE amount of feedback from this session• Information is communicated back to leadership for follow

up and action plans


Day 21

• Standards that create consistency throughout all of your offices worldwide are critical

• Together, these standards ensure that you meet your customer service standards and expectations


Customer Service Standards

• 15 minutes per shift, everyday, every office• Discuss one of the standards each day• Philosophical or informative line-up topic• Allows for open two-way communication• Serves to keep employees informed• Time to review customer feedback• Creates alignment everyday


Daily Quality Line Ups


Compass Approach to Service TrainingCompass Approach to Service Training

N

S

EW

• Are your processes in place for the customer or for your company?

• How do you hold people accountable?• Who is responsible for quality and training?• How is creativity fostered in your organization?• How do you measure excellence?• How do you handle conflict?


Take a Good Look at Your Processes

• Being “interested” in quality service will no longer work• Each person on your team must be committed and aligned

with your philosophy• Each person that works for you should contribute daily…what

have they contributed?• This obsession with service will define your outcome


Commitment to Quality Service

• Start with a Passion for Service – Vision• Select the Right Talent• Orient them to your “Passion”• Develop your Customer Service Standards• Train on these Standards• Conduct Daily Line Ups


Take This With You…

“There is a difference between interest and Commitment. When you are interested in doing something, you do it only when it is convenient. When you are Committed to something, you accept no excuses…only results.”


Make the Commitment Forever

Master Connection Associates

+1(949) 589-6137www.masterconnection.com

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Delivering Service Excellence - Learning From the Best