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

bwalker@virginia.org