Enhancing Customer Service using Backyard Ingredients

CONSULTING

SEE THE DIFFERENCE?

“I would recommend you go to the Hungry Fisherman Restaurant on Main

Street. I heard their food was delicious.”

“You HAVE to try the fish and chips at the Hungry Fisherman

Restaurant on Main Street. Best I have EVER had!”

VS.

TOPICS TO COVER

• What are some key tourism trends?• What do you mean…“backyard”?• Why is this important?• How will it enhance customer service and my customer’s experience?

• Ambassadors: It needs to be in everyone’s job description! • The Ultimate Goal• The Power of Partnerships• Training Strategies• GROUP ACTIVITY: What would you recommend…..?

CURRENT TOURISM TRENDS

KEY MARKETS• Baby-boomers• Multi-generational travel• Millennials

WHAT ARE THEY LOOKING FOR?• Authentic Experiences• Learning Experiences• Hands-on Activities• Engage with locals• Getting off the beaten path

BACKYARD INGREDIENTS

• Do not take the products, services, attractions and experiences in your local area for granted• What you see, do and experience every day is a brand new world to your

customers!

• Take an inventory of products, services and experiences in your local area.• Polish up on your local history and culture• Stay current on local events and festivals

AMBASSADOR: Everyone’s Job

Business Owners

Front Line Staff

Local Residents

Managers / Supervisors

THE ULTIMATE GOALGreat Customer

ServiceAWESOME

EXPERIENCES!

Spend more $$

Stay longer!

Local Knowledge

Local Experience

THE POWER OF PARTNERSHIPS

• Communicate and collaborate• Offer discounts• Host an open house early in the season• Offer in-house staff incentives• Know your staff

TRAINING STRATEGIES• Incorporate a training session on the local area in your training plan• At random times, quiz employees on the knowledge you gave them• Listen in on employees engaging with customers• Have reference sheets and guide books they can use when customer’s

have questions• Plan an activity for staff to experience the local area – have this as part

of the training plan (i.e. attend someone’s open house)• Have a guest speaker (historian, storyteller, etc) speak to your staff• Consider a small incentive for staff to explore the area on their days off

(at the start of the season)

GROUP ACTIVITY

What would you recommend…?• If it is a rainy day• You have a multi-generational family looking for a unique experience

everyone will enjoy• An older couple with some evident mobility issues would like to view

some scenery and take in the outdoors• A baby-boomer couple wants to have an authentic experience, interact

with local residents and do a hands-on / educational activity• A solo-traveler wants to take part in a group activity• For locally sourced foods and restaurants that can accommodate special

diets

SOMETHING TO CONSIDER

Are you going to be an Ambassador for a local business that:• Has bad customer service?

• Over-promises & under-delivers?• Does not offer top-notch experiences/products/services?• Is not a local “team player” (AKA: Fellow “Ambassador”)?

WRAP-UP• It is critical you and your employees are knowledgeable about the

local area and everything it has to offer!• Determine which training strategies work best for you and make them

part of your training program• Work together to promote each other• Make sure your business comes to mind for other Ambassadors

because you offer awesome customer service and experiences!

QUESTIONS?