Great Online Measurement Tools for Surveying Guests

1
Great Online Measurement Toolsfor Surveying
Guests

• Byron Hill
• National Director
• LifeWay Conference Centers
• Email byron.hill_at_lifeway.com
• [phone]

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Why Customers Quit

• 1
• 3
• 5
• 9
• 14

3
Why Customers Quit

• 68 quit because of an ________ ___
• __________on the part of an employee.

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Service Triangle
GUEST
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Service Triangle

• Service Strategy defines the focus, or mission,
  of the organization as it relates to service. It
  directs the attention of the organization towards
  the real priorities of the guests.

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Service Triangle

• Service Systems Systems and procedures should
  be guest friendly. Always ask the question, Am I
  going to make this easy for myself or easy for
  the guest?.

7
Service People

• Pinpoint those behaviors every employee should
  exhibit.
• Train all employees to know what these behaviors
  are.
• Watch for these behaviors and reward them when
  they happen.

8
Keys to Excellent Service

• Be Available and Approachable - SMILE
• Speak First and Last
• Look Sharp
• Know Your Job
• WOW our Guests
• Be a team member that S.H.I.N.E.S.

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Be Available and Approachable - SMILE

• Observes the 10-foot rule
• Looks everyone in the eyes and smiles
• Exhibits enthusiasm when dealing with guests
• Interacts with guests in a friendly and courteous
  manner
• Maintains a positive and willing servant attitude

10
Speak First and Last

• Observes the 5-foot rule
• Proactive when approaching guests
• Positive attitude is exhibited
• Engaging in dialog with guest using the guests
  name whenever possible
• Words are easy to understand
• Volume of speech is appropriate and pleasant tone
  of voice is used

11
Look Sharp

• Uniform or clothing is fitted appropriately
• Clean and well pressed attire
• Work area is neat and clean
• Name tag is displayed
• Jewelry standards are consistent with policy
• Grooming and hygiene standards are met

12
Know Your Job

• Knowledgeable of individual tasks and
  responsibilities in your job function
• Knowledgeable of individual department (schedule,
  services, etc.)
• Knowledgeable of Conference grounds and amenities
• Knows history of Conference Center
• Knows where to go for answers to guests
  questions
• Knowledgeable of LifeWay Christian Resources

13
WOW our Guests

• Offers to help others instead of waiting to be
  asked for assistance
• Willingly exceeds the needs of guests and team
  members
• Supportive of team members
• Flexible attitude in dealing with guests and team
  members
• Asks questions to understand concern
• Personalizes guest interactions by using guests
  name whenever possible

14
A LifeWay Conference Center Employee S.H.I.N.E.S

• Say you are SORRY
• Hear the concern and HELP
• Respond IMMEDIATELY to make it right.
• Resolve the issue by meeting their NEEDS.
• EXCEED their expectations.
• SHARE with your supervisor.

S
H
I
N
E
S
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A Manager's Responsibility

• Provide initial training and additional training
  if/when necessary
• Provide regular feedback on performance
• Provide coaching when needed
• Give regular reviews
• Share guest feedback
• Use corrective action when necessary
• Recognize and reward service that goes above and
  beyond what the guests require.

16
Your guests are out there
talking about you.

• Do you know what kinds of things
• they are saying?

17
Quick Stats

• Over 90 of unhappy guests never complain.
• Unhappy customers tell at least nine other
  people!
• 50-74 of those who complain will do business
  again if complaint is resolved.
• Jumps to 95 if resolved quickly!

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How do you seek out unhappy guests?

• Ask them
• Make it easy to complain

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Benefits of In-room Surveys

• Easy and convenient for guests to give feedback.
• Feedback is more immediate.
• Feedback is actionable.

20
How can you get feedback after guests have
departed?

• Group leader evaluations
• Individual evaluations

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Individual Guest Evaluations

• Web based
• Email, with link, sent to guests within 2 weeks
  of stay
• Results compiled monthly

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Benefits of Online Surveys

• Solicited feedback (statistically more valid than
  unsolicited)
• More in-depth questions/responses
• Able to track service trends over time
• One more customer touch

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SurveyMonkey.com

• Customizable online survey tool
• Basic Subscription Free (unlimited of
  surveys, but limited to 10 questions and 100
  responses per survey)
• Professional Subscription 19.95/month
  (unlimited of surveys, up to 1000 responses per
  month included)

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LifeWay Camps Usage

• Camper surveys
• Parent surveys
• Staffer surveys
• Miscellaneous marketing surveys