I love sharing my wisdom on service excellence and on the importance for management to motivate and train front line staff. Over the last month, I have been facilitating interactive training seminars all over the region, to rooms full of executives, managers and front line employees. Although the type of business can frequently change, the topic of conversation does not. Residential managers were given suggestions on how to “lead by example,” a private country club executive team learned ways to “deliver personalized service,” and front desk agents, employed by a security company, walked away with insider tricks on “small things that make a big difference” as a front line employee.
It only takes one “wow” to create a customer for life, so CONTACT ME to give your employees the proper service training necessary to make a memorable impression!
I also had the good fortune this month to attend a lecture given by Chris Gheysens, CEO of Wawa. Delaware County Community College served as the host and this experience proved to be one of the many perks of being affiliated with an academic institution. As a Delaware County native and competitive athlete, I have eaten my fair share of Wawa hoagies. The product is always consistent, the in-store experience is always efficient and the service provided is warm. I was curious to hear from Chris on what differentiates the customer experience at a Wawa. The store associates, he said, prove time and time again to be the brand’s No. 1 competitive edge. You hear this sentiment often – that it is the people who drive the success of a hospitality business, and Wawa is no different. Chris hopes that his store associates are consistently making the Wawa experience the best 3 minutes of someone’s day, thereby sustaining the emotional connection that many customers already have with the cherished brand. If you employ people who genuinely want to help a customer in a very authentic way, you will be successful.
Want to learn how to exceed the needs of your customers? Join me on Wednesday, June 17 and June 24 from 6-9 pm at Temple University Center City campus, located at 1515 Market Street, as we learn to define and deliver the art of “Five Diamond” service. *The first 5 new customers who attend the seminar and subsequently book additional services with me (exceeding $500) will be refunded their $125 registration fee!
Click here for more information and to register.