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NAPKINOMICS
NAME: OUR CUSTOMERS HATE...
FEELING I NVISIBLE LACK OF MANNERS PURPOSE (OUR WHY) ORG: TO SHARE OUR PASSION FOR REMARKABLE HOSPITALITY
CORE VALUES SERVICE STRATEGY (WHAT)
The things that make us GREAT!
NAPKINOMICS * Not sure what your customers hate? Type your venue’s YOU GOTTA WAN NA! START & name into Yelp or another review site.
* If your service strategy doesn’t fit on here,
FINISH STRONG BE BRILLIANT AT THE BASICS EXCELLENT COMM U NICATORS AVID STUDENTS, PATIENT TEACHERS DON'T SERVICE JUST GO THROUGH THE MOTIONS OFFER COM RECOVERY PENSATION, NOT EXCUSES W E ARE THE Five simple steps (or less)
YOU DON’T HAVE ONE
BRAN D! 1. ACKNOWLEDGE THE COM PLAI NT
2. SI NCERELY APOLOGISE * Traits or qualities that you consider not just worthwhile, but representative of your organisation’s highest priorities. 3. TAKE ACTION TO PLEASE YOUR GUEST OUR CUSTOMERS LOVE... 3 X 3 MATRIX (HOW) VALUE FOR MONEY 1. MAKEEXPERIENCE NEW OPTIONS A TAILORED 2.ENCOURAGE ‘EM SMILE A FEELING 3. RAN LIKEANAN INSIDER DOMAACTS OF KIN DNESS PROVIDE OPTIMAL SPEN D REASON TO RETU RN 4. ALERT MANAGER OF ISSUE i. MAKE THEM FEEL i. ALWAYS PROVIDE OPTIONS i. CHIVALRY (YOU) IMPORTANT ii. GO OUT OF YOUR WAY TO BE HELPFU L ii. BE AN ORDER MAKER ii. AN ALTERNATIVE EXPERIENCE 5. THANK THEM FOR THE CHANCE TO MAKE IT RIGH (OUR OFFER) PROVIDE A UNIQUE MAKE IT EASY TO START AN U PCOMING ATTRACTION i EXPERIENCE i AND STAY i (EVENT)
