EXCEEDING EXPECTATIONS

Antigua

MY PHILOSOPHY

WORD OF MOUTH MARKETING

#PIA2015

CUSTOMER SERVICE IS YOUR BEST MARKETING PLAN

THE POWER OF THE SMARTPHONE

SKYDIVING IS EVOLVING

CAN WE AFFORD NOT TO AMAZE THE CUSTOMER?

A CUSTOMER SERVICE COMPANY

• GETTING A REFUND

• 2+ HOUR PHONE CALLS

• 9 HOUR PHONE CALL

• BECKY JOHNS @ SXSW

• CALL AT MIDNITE

YOUR DREAM DATE

SCENARIO:

INTERACTIONS• Website

• Parking

• Cleanliness of restaurant

• Greeting by Host / Hostess

• Length of time to get a table

• Time it takes to place drink order

• Cleanliness of Bathrooms

• Time it takes to place an order for food.

• Time it takes to receive food.

• Quality of food

• Interactions with server

• The Closing

#PIA2015

20 DZ CUSTOMER TOUCH POINTS

Road Signs Parking Lot Check-In Training

Website PhoneSocial Media

JumpsuitsInstructor Videographer Plane

Ascent Free Fall Wait Time for Media

Media Closing

Wait Times Bathrooms Hangar Snack Bar

TAKE OWNERSHIP

• Everyone is on stage - put on a show!

• Appearance

• Handling problems professionally

• Non verbal communication

• Language

• Never focus on negative!

We have the PRIVILEGE to give someone a GREAT DAY that will last a lifetime. Sear yourself in their memory as being

the best you can be.

Passionate People

"Uninspired people rarely do inspired work. Passionate people in an organization are different. They do ordinary things extraordinarily well......."

"Customers don't have relationships with organizations; they form relationships with individuals. Passionate employees, whether they are salespeople, technicians, or service reps, constantly show their commitment to customers. They do this by demonstrating their passion about what they do." 

CUSTOMER SERVICE IS YOUR BIGGEST MARKETING PLAN

Closing 3 Takeaways

3 Improvements You Can Make3 Values

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DropZone Marketing

facebook.com/DropZoneMarketing