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Shaping Our Future. Know your customer. Empower Innovative Thinking. How you THINK about your students and your teammates is how you will treat them. Expect Excellence. ....of yourself ….from your teammates ….from your supervisor ….from your students. Signs of Profit and Growth. - PowerPoint PPT Presentation
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Shaping Our Future
Know your customerExternal•Those who buy your
goods and/or services
Internal•Those with whom
you work every day – your teammates
Empower Innovative Thinking
How you THINK about your students and your teammates is how you will treat them.
Expect Excellence....of yourself….from your teammates….from your supervisor….from your students
Signs of Profit and Growth• Increased graduates, transfers, completers• Increased numbers of students receiving
aid/scholarships• A raise in cumulative gifts and grants• Successful fundraising opportunities• Increased awareness to the region
The Service-Profit Chainby James Heskett, Earl Sasser, Jr., and Leonard Schlesinger
Profit and growth are stimulated primarily by customer loyalty.
Loyalty is a direct result of customer satisfaction.
Satisfaction is largely influenced by the value of services provided to customers.
Value is created by satisfied, loyal and productive employees.
Service-Profit ChainWhen management focuses ondeveloping the talent of the employee…
and the employee focuses on developingthe relationship with the customer…
then the company succeeds!
Turning Talent into Performance
The true measure of a leader is not how high he climbs up the mountain, but rather how
many people he brings along with him.
Become Brilliant at the Basics!
The most important thing is to serve hot food hot and cold food cold.
--J W Marriott
Incivility Lowers Performance
• 48% decreased their work effort• 47% decreased their time at work• 38% decreased their work quality• 66% said their performance declined• 80% lost time avoiding the offender• 78% said their commitment to the
organization declined Harvard Business Review
April 2009
SERVICE
Example is not the main thing in influencing others -- it is the ONLY thing.
--Albert Schweitzer
ATTITUDE
The greatest discovery of my generation is that a human being can alter his life by altering his attitude.
--William James (1842-1910)
HappinessHappiness is when
What you ThinkWhat you Say and
What you DoAre in Harmony
--Ghandi
Employee Morale
24% feel a sense of commitment -----
43% feel trapped -----
33% are considered high-risk --
Hudson Research Institute
3 Faces of Customers
*Advocate ---
*Apathetic --------------
*Assassin -----*Satisfaction Chris Denove and James D. Power IV
7 out of 10 complaining customers WILL do business with you again IF you resolve the complaint in their favor.
_______________________
If you resolve it on the spot, 95% will do business with you again.
Can You Hear Me Now?
The Variations of Body Language
Improve Your Listening Skills• Be ready to listen• Ask the right questions• Show you are listening• Restate• Express empathy• Emotion is sometimes more important
than fact
Service Recovery
• Thank your customer for communicating with you
• Apologize for the mistake or misunderstanding
• Promise to fix the problem• Take Action• Follow up to ask if the customer is satisfied
TEAMWORKNot finance. Not strategy.Not technology.It is TEAMWORK that remains the ultimate competitive advantage, both because it is so powerful and so rare.
Patrick LencioniThe Five Dysfunctions of a Team
CONSISTENCY
We are what we repeatedly do. Excellence then is not an act, but a habit.
--Aristotle
Bobbie WalkerPartnership Marketing Education Director
Virginia Tourism Corporation804.545.5582