CHANGING STAFF ATTITUDES TO SERVING

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CHANGING STAFF ATTITUDES TO SERVING
SELLINGHow to Deliver an Outstanding Customer
Experience Make Stacks More Sales!
www.bigdave.com.au
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THE LOVE BUCKET
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TOP ER UP!

• PRAISE Compliments / Affirm
• APPRECIATION Thanks!
• REWARDS - Recognition Stuff
• TOUCH Pats and Hugs!
• YOU! Quality Time Attention

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BUSINESS BACKGROUND
2000 weddings over 15 years 56 W.O.M. 99
Satisfaction Best Reception Centre in Vic. 3
years in a row.
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SALES is the icing on the Cake
SALES
SERVICE
STRUCTURE
STAFF
SYSTEMS
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PERFECT CUSTOMER SERVICE

• ?

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THE CLEAN TEST
Is it REALLY Clean?
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THE STAFF TEST
Are they Friendly?
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THE COFFEE TEST
REPEAT SALE Would you like another one?
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THE CAKE TEST
ADD ON SALE Would you like a slice of CAKE with
that today?
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• HAVE A CLOSE LOOK AT
• THIS PICTURE

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WHAT DID YOU SEE?

• Old People
• Two Mexicans
• Golden Goblet
• Young lady in doorway
• Tequila Bottle

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You find what youre looking for
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Just1 in 15,000
Mismatchers
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Have you ever been looking for a new car ?
You can set your mind to find what YOU really
want!
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What you focus on EXPANDSYou get what you
genuinely expect
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ENGAGING YOUR TEAM
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ENGAGING YOUR TEAM
30-70 MORE PRODUCTIVE
ENGAGED EMPLOYEES work with passion and feel
profound connection to their company. They drive
innovation growth
NOT ENGAGED employees are essentially Checked
out. Theyre sleepwalking through their workday,
putting in time but not energy or passion -
into their work
200-300 MORE PRODUCTIVE
ACTIVELY DISENGAGED employees arent just unhappy
at work. They are busy acting out their
unhappiness. Every day they undermine what their
engaged coworkers accomplish
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We become who we hang out with!
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?
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Its really simple. Hire for ?s, and, above
all, promote for ?s.
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DEAL WITH FERAL BERYL!

• "I don't mind coming to work, 
• but that eight hour wait to go home is a bitch."

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Daily B.R.E.A.D.

• Blame
• Reasons
• Excuses
• Attitude (-ve)
• Denial (Fatal)

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Mood Contagion!
LEADERSHIP COUNTS
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A Fish Rots from the Head
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Its all about ATTITUDE
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Love Goggles or B.U.G. EYES?
SEEK PLEASURE Praise/Appreciate
AVOID PAIN Criticize/Unappreciative
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THREE HOUSES

• APATHY

PAIN
LOVE
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Monitor your Positivity!
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Re-ENGAGEMENT STRATEGY

• Monitor Staff Engagement (Culture Survey)
• Relationship with Managers
• More Flexibility/Choices
• Clearer Expectations Purpose Plan !
• Opportunities to Grow/Develop
• Feeling Valued/Appreciated Team Praise

LISTENING CHOICES POSITIVITY GROWTH -
QUESTIONS - ACTIONS
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ASK QUESTIONS for Reframing - Shift Happens

• Shift the FOCUS from
• me Vs you us/them (less I more we)
• the past to the present or future
• from the impossible to the possible
• fixed positions to be more flexible
• from being STUCK to UNSTUCK
• What we CANT DO to what we COULD DO

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THE POWER OF POSITIVITY

• Focus on the Positives Ask Positive Qs
• VENTING - The WCMO/WHIRL Process
• TEAM PRAISE SESSION
• What do you like about your job?
• What are you looking forward to?
• What are you Grateful for in your life?
• Using I am Affirmations

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Managing Young Staff

• Generation Why?

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Gen Y - A Generation of Gamers
10,000 Hours Games 250,000 SMS
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Meet Your New Staff Member
DIFFERENT VALUES REGARDING Appearance Spelling
Grammar Punctuality Discipline Effort v
Reward Accuracy (Mistakes) Customer Service
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GEN Y NEEDS DISCIPLINE!
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HOW TO REALLY ENERGISE YOUR TEAM

• MAKE IT A GAME!
• Use lots of Competitions with
• Recognition small Rewards
• RESPECT THEM!
• Ask for their Ideas Help
• Find Remove whats De-motivating them
• Use Lots of Praise Compliments

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Use FAMILY Values to manage Young Staff
F Fun make the job fun A Applaud Your
People Recognize, Reward Thank-yous M Model
walk your talk. Set an example. I Involve
Others Ask for use their ideas. Explain
Why. L Lead, Train Develop people Y Yield
to requests. Be Flexible - esp. when
Rostering Wendys Restaurants USA
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The Top 10 Things Employees WantResults of
Multiple Surveys

• Full Appreciation (8)
• Feeling in on things (10)
• Sympathetic help
• on personal problems (9)
• Job Security (2)
• Good Wages (1)

• Interesting Work (5)
• Promotion/growth opportunities (3)
• Personal loyalty to workers (6)
• Good working conditions (4)
• Tactful discipline (7)

Note The number in brackets is what EMPLOYERS
think the employees want
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SPREAD THE LOVE Appreciate More !

• More Rewards Recognition
• Thank you Cards Notes
• Gifts Flowers Chocolates
• Tickets Movie Events
• Experiential Rewards
• Find out whats really important to them
  Phone, Music?
• Show them that you really care
• What gets REWARDED
• gets REPEATED!

SAVE Say THANKS
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RECOGNITION RULES!

• Day to Day Recognition (Specific effort)
• Above Beyond Recognition (Super effort)
• Milestone Recognition (Special events)
• Celebrations! (Company events)

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A GREAT INDUCTIONFEEL WELCOME ON DAY 1

• Did you know? new employees decide whether they
  feel at home or not in the first three weeks in a
  business and 4 per cent of new employees leave a
  job after a disastrous first day.
• Did you know? New employees who go through a
  structured induction program are 58 per cent more
  likely to be with the company after three years.
•  

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AGREED HOUSE RULES

• Lateness
• Sick Notification (not SMS)
• Mobile Phone Use
• Friend Visits Freebies
• Uniforms Badges
• Hair Hygiene Standards
• Theft Lie, Cheat Steal!
• Drugs Hangovers
• Internet Use?

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Delivering an OUTSTANDINGCUSTOMER EXPERIENCE
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The Ultimate QuestionNPS Net Promoter Score
RAVEABILITY On a scale of 0 to 10 - How likely
are you to recommend us to others?
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F.L.O.W. Your Customers Experience


GREAT
FIRST Impression
LAST Impression
Get the BUGS Out!
BAD
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DEVELOP A SYSTEM FOR GREAT CUSTOMER SERVICE
Your Service Standards Checklist

• Signage
• Entry
• Tables Floor
• Greetings
• Staff - Hair!
• Complete Order

• Uniform Badges
• Response Times
• Toilets
• Farewell
• Refund Policy

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OUCH!IMPROVING SERVICE RECOVERY
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A COMPLAINT IS A GIFT
For every ONE COMPLAINT that you get there are
8-10 others that you dont
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www.Eatabillity.com.au www.urbanspoon.com.au www.y
ourrestaurant.com.au www.my247.mobi Blogs
Twitter
THE RISE OF REVIEWERS
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BEST IMPROVEMENT IDEASfrom REQUESTS COMPLAINTS
Listen to the weird ideas from your customers,
complainers staff
JUST LISTEN!

• Chapel Music
• Bridal Skirt
• Dessert Buffet

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WHAT PEOPLE REALLY WANT- THE 5 BIG Es

• ENLIGHTENMENT - Being
• ENVIRONMENT - Green
• EXPERIENCE Painless
• EASY - Effortless
• ENVIRONS - Comfort

• QUALITY
• VALUE
• SPEED

Customer Experience is the next competitive
battleground CIO Dell - J.
Gregoire
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• SELLING MORE!

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SALES RESULTS

• 1. MINDSET
• 2. PROCESS

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Q. WHY are we in Business?
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Dont Show Me the MONEY - SHOW ME THE PROFIT!
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Things YOU can do that increase PROFIT

• Sell More!
• - Upselling Add-On Selling
• - Promote Fill up Off Peak times
• Get Customers to Come Back More Often
• Sell Higher Margin Products
• Reduce Wastage Breakage

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PLASMA TV WEB
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FISH TANK MODEL OF BUSINESS
Why do they leave?
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WHY CUSTOMERS LEAVE

• 1 Die
• 3 Move Away
• 5 Develop other Relationships
• 9 Leave for Competitive Reasons Better Deal
• 14 Are Dissatisfied with the Product or Service
• 68 An Attitude of INDIFFERENCE towards the
  Customer
• Nobody cared enough

TWO-THIRDS OF CUSTOMERS LEAVE FROM INDIFFERENCE
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Whats the Acquisition Cost of a Customer?
EXERCISE Discuss with Buddy
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PRICE LIST for NEW CUSTOMERS

• 50 Street Signs
• 100 Website
• 100 Telemarketing
• 150 Direct Mail
• 150 Catalogue Drop
• 200 Yellow Pages
• 250 Local Paper
• 250 Magazine Ads
• 250 PR Articles
• 300 Budget TV

• 400 Mobile Billboard
• 500 Radio
• 700 Fixed Billboard
• 800 Daily Paper
• 1,000 Promotional Products
• 1,000 Promotional Event
• 10,000 Hot Air Balloon
• 10,000 Helicopter Banner
• 20,000 Cinema Advertising

8 hours of time plus 100 via Networking 4
hours of time plus 100 - E-Newsletters ALMOST
FREE via Referral Word of Mouth
Note EXACT CUSTOMER PRICE varies by type of
Business, Industry, Ad, Offer and over Time.
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A NEW CUSTOMER 50
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How much is a Customer actually WORTH?
LIFETIME VALUE OF A CUSTOMER - L.V.C.
100
2,000
500
1,000
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EVERYBODY CAN SELL!

• An Order taker or
• Service-oriented
• Salesperson?
• Why say it
• What to Say
• When to Say it
• How to Say It
• Sell More, Make More!

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7 SIMPLE STRATEGIES FOR SELLLING MORE

• Suggest Sell - Extras
• Upsell - Better/Bigger
• Use Language that Sells
• Give Recommendations
• Know your Products 5 Ps
• Use Sales Aids Props
• Use Body Language - The Secret NOD

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USE SALES MANTRAS
1 in 3will buy something extra from me!
ADD-ON SELL
1 in 4 will buy some more
REPEAT SELL
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THINK STRAWBERRIES
Would you like some sweet, freshly-picked
Strawberries?
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WHAT YOU FOCUS ON EXPANDS!

• Daily FOCUS FEEDBACK
• of results targets can add 10 to sales
• Set BOTH team individual goals
• Sales budgets, Conversion Rates
• Measure Everything
• Web Visits, Inspections Bookings, Avg Sale,
  Items/Sale
• Analyse Review your results regularly
• WHAT GETS REWARDED GETS REPEATED!

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FINANCIAL FEEDBACK- THINK VISUAL!
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• Where the ATTENTION GOES,
• the MONEY FLOWS!

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BODY LANGUAGE SELLS

• First Impressions
• Palms Up
• Eye Contact
• THE SECRET NOD

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TRAINING STAFF TO SELL MORE
The Sales Trainers Toolkit
USING SALES GAMES TO TEACH
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• REMEMBER
• WHATS
• REALLY IMPORTANT!

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FAMILY
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FRIENDS
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Life is Short.
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I should have spent more time at work
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Be Grateful
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DIED WITH HIS POTENTIAL STILL INTACT
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YOUR ACTION PLAN

• What 3 Things
• are you going to do differently?

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GOSpread theLOVE!
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PLEASEFILL IN FORMS
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NEXT STEPS WITH BIG DAVE

• Speak to your team on Sales Service
• Speaking at Conferences
• Training Workshops
• Facilitation of Strategy
• www.bigdave.com.au
• Email bigdave_at_bigpond.net.au
• Phone [phone]

STAFF, SERVICE , SALES STRATEGY