A presentation that outlines the basics of why customer service is so vital in today's economy, as well as a few simple steps to move it along. Delivered by Scott "Q" Marcus on behalf of Hospitality 101 in Del Norte County.
Scott "Q" Marcus inspires businesses facing challenging times as to how to get through them -- and then to celebrate the successes that come from doing that.
6. So far today, God, my employees have been just great!
They haven’t grumbled, lost tempers,
gotten grumpy, nasty, sel sh, over-indulgent,
or told any customers to mind their own business and
“ gure it out for yourself!”
I really am glad about that!
3
Management’s Prayer
7. But, in a few minutes, God, we’re going
to open the store,
from then on I'm probably going to
need a lot more help.
3
Management’s Prayer
11. Is a Small Customer Worth the Hassle?
Example #1
The Coffee Shop
5
12. 1 Cup $1.82
Days per Week 3
Income per week $5.46
Income per year $284
Five Year $1,420
Happy Index $7,098
Unhappy Index ($18,455)
Is a Small Customer Worth the Hassle?
Example #1
The Coffee Shop
5
13. 1 Cup $1.82
Days per Week 3
Income per week $5.46
Income per year $284
Five Year $1,420
Happy Index $7,098
Unhappy Index ($18,455)
Is a Small Customer Worth the Hassle?
Example #1
The Coffee Shop
5
14. 1 Cup $1.82
Days per Week 3
Income per week $5.46
Income per year $284
Five Year $1,420
Happy Index $7,098
Unhappy Index ($18,455)
Is a Small Customer Worth the Hassle?
Example #1
The Coffee Shop
5
15. 1 Cup $1.82
Days per Week 3
Income per week $5.46
Income per year $284
Five Year $1,420
Happy Index $7,098
Unhappy Index ($18,455)
Is a Small Customer Worth the Hassle?
Example #1
The Coffee Shop
5
16. 1 Cup $1.82
Days per Week 3
Income per week $5.46
Income per year $284
Five Year $1,420
Happy Index $7,098
Unhappy Index ($18,455)
Is a Small Customer Worth the Hassle?
Example #1
The Coffee Shop
5
18. Is a Small Customer Worth the Hassle?
Example #2
The Video Store
6
19. 1 Rental $2.99
Rental per Week 2
Income per week $5.98
Income per year $311
Five Year $1,555
Happy Index $7,774
Unhappy Index ($20,212)
Is a Small Customer Worth the Hassle?
Example #2
The Video Store
6
20. 1 Rental $2.99
Rental per Week 2
Income per week $5.98
Income per year $311
Five Year $1,555
Happy Index $7,774
Unhappy Index ($20,212)
Is a Small Customer Worth the Hassle?
Example #2
The Video Store
6
21. 1 Rental $2.99
Rental per Week 2
Income per week $5.98
Income per year $311
Five Year $1,555
Happy Index $7,774
Unhappy Index ($20,212)
Is a Small Customer Worth the Hassle?
Example #2
The Video Store
6
22. 1 Rental $2.99
Rental per Week 2
Income per week $5.98
Income per year $311
Five Year $1,555
Happy Index $7,774
Unhappy Index ($20,212)
Is a Small Customer Worth the Hassle?
Example #2
The Video Store
6
23. 1 Rental $2.99
Rental per Week 2
Income per week $5.98
Income per year $311
Five Year $1,555
Happy Index $7,774
Unhappy Index ($20,212)
Is a Small Customer Worth the Hassle?
Example #2
The Video Store
6
25. Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant
7
26. 1 Meal $34.92
Meals per week 1
Income per week $34.92
Income per year $1,816
Five Year $9,079
Happy Index $45,396
Unhappy Index ($118,030)
Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant
7
27. 1 Meal $34.92
Meals per week 1
Income per week $34.92
Income per year $1,816
Five Year $9,079
Happy Index $45,396
Unhappy Index ($118,030)
Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant
7
28. 1 Meal $34.92
Meals per week 1
Income per week $34.92
Income per year $1,816
Five Year $9,079
Happy Index $45,396
Unhappy Index ($118,030)
Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant
7
29. 1 Meal $34.92
Meals per week 1
Income per week $34.92
Income per year $1,816
Five Year $9,079
Happy Index $45,396
Unhappy Index ($118,030)
Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant
7
30. 1 Meal $34.92
Meals per week 1
Income per week $34.92
Income per year $1,816
Five Year $9,079
Happy Index $45,396
Unhappy Index ($118,030)
Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant
7
31. Why They Leave
“Lessons from the Field” by Howard Feiertag and John Hogan
8
32. Why They Leave
“Lessons from the Field” by Howard Feiertag and John Hogan
8
33. Why They Leave
death 1%
“Lessons from the Field” by Howard Feiertag and John Hogan
8
34. Why They Leave
death 1%
move 3%
“Lessons from the Field” by Howard Feiertag and John Hogan
8
35. Why They Leave
death 1%
move 3%
friend 5%
“Lessons from the Field” by Howard Feiertag and John Hogan
8
36. Why They Leave
death 1%
move 3%
friend 5%
competitor
9%
“Lessons from the Field” by Howard Feiertag and John Hogan
8
37. Why They Leave
death 1%
move 3%
friend 5%
competitor
9%
product
14%
“Lessons from the Field” by Howard Feiertag and John Hogan
8
38. Why They Leave
death 1%
Attitude move 3%
68% friend 5%
competitor
9%
product
14%
“Lessons from the Field” by Howard Feiertag and John Hogan
8