Creating a Total Service Tennis Facility Jeff Hawes & Pat Whitworth USPTA Master Professionals Defining Total Service Meeting / Exceeding needs Satisfying wants Most Valuable Traits (MVT) 1) Attention / Awareness 2) Promptness 3) Communicator 4) Foresight How Far Will You Go For Total Service? And You Thought That Was Total Service? Margarita Mixer Communication is simply… the transfer of information Total Communication = 10% verbal + 90% nonverbal Forms of Nonverbal Communication OBVIOUS less obvious My Favorite Mornings ITS ALL ABOUT COMMUNICATION… Communication Tools The Importance of TS Training Recognition of Staff/Team Clarification of Purpose Emphasizing Priorities Servicing The Staff Internal Customers Don’t we all want staff that will take charge of a situation, handle a complaint, follow thru, and complete tasks?? Lets look at ways to lead your staff in this direction Providing Opportunities Staff wants to feel trusted & valued, not just a worker The people who deal with customers must have the authority to resolve problems. PRICE CHECK & The Ritz Managers Actions shape staff actions “Systemize everything then everyone can do it” - Pat Whitworth Red Rules/Blue Rules Don’t break the bank Standards Rule Don’t let the creed overshadow the message There are no steps leading to customer satisfaction Reasons to Keep the Staff Informed Knowledge is power and empowers Feel like an important member of the team because you know & understand Appears more important to customers Looked to for information from customers Ripple effect across all employees Staff will feel involved & part of the team because they are in the KNOW Matching Tasks to Abilities Casting Is Everything NOW MATTER HOW LONG THE RUNWAY, THAT PIG IS NOT GOING TO FLY! The Great Manager Mantra People don’t change that much. Don’t waste time trying to put in what was left out. Try to draw out what was left in. That is hard enough Search, Search, and Fit Define the right outcomes and let each person find his own route towards those outcomes The most efficient way to turn someone’s talent into performance is to help him find his own path of least resistance toward the desired outcome Look to fit, not fix people 7 Revealing Questions Is Your Staff Prepared to Provide TS? 1. Do I know what is expected of me at work? 2. Do I have the materials and equipment I need to do my work right? 3. At work, do I have the opportunity to do what I do best everyday? 4. In the last seven days, have I received recognition or praise for doing good work? 5. Does my supervisor or someone at work seem to care about me as a person? 6. Is there someone at work who encourages my development? 7. At work, do my opinions seem to count? Monitoring Performance Manage by walking around Catch people doing things right Do it right the first time Learn from everyone’s mistakes. Log them, discuss them, resolve them. Celebrate & share success stories Regular Reviews Developing Team Spirit Lunches together Trip to the lake/beach End of a busy season party Play tennis in a family mixer w/handicaps Golf outing Special shirts for the staff Share what companies provide to you!! Others Ideas?? EDUCATION You set the importance/example Is your staff here? At the division convention? Motivation & Rewards – Low Cost Certificates Thank you notes – post in an open area Have your GM or committee head call & thank a staff person Put a note in the newsletter Tell other people & let them congratulate Create a Hall of Fame wall Showcase on a web site Business cards Add responsibility – but not the tasks everyone hates to do!! 10 Best Ways to Reward Good Work Michael LeBoeuf “The Greatest Management Principle in the World” 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Money Time Off Favorite work Freedom Fun Recognition A piece of the action Advancement Personal Growth Prizes Servicing the Customer 5 Keys to Great Customer Service Reliability Assurance Tangibles Empathy Responsiveness Servicing the Customer 9 Ways to project a more Professional Image to Customers Proximity Eye Contact Silence Gestures Posture Facial Expressions Physical Contact Smell Overall Appearance Dirty Don’ts Stand behind the counter Continue a conversation . . . Ignore customers Address angry customers in public Answer your cell phone . . . Speak Badly about others Be pushy Be rude Be negative Close your door Break promises Lie Be late Chastise in public And Definite Do’s Smile Recognize Customers Shake hands Ask Friendly ?? Mention Upcoming Events Update Info Board Call & Email Provide dazzling lessons Run first class events Call after stringing Write ‘thank you’ notes Be creative & proactive Be helpful Be prompt Praise in public Handling Member Situations Customer Complaints What percentage of customers are dissatisfied with the way their complaint was handled? 66% What percentage of those dissatisfied customers will not patronize that store again? 90% How many others is each dissatisfied complaintant likely to tell of their bad experience? 9 Personal Stories Drug Store Dummy Handling Member Situations Acknowledge Complaint / Listen In private with no interruptions. Use direct eye contact. Restate your Understanding Thank them. “Let me see if I understand you correctly…” Ask questions. Investigate Become a good detective. Get both sides of the story. Obtain facts. Brainstorm Solutions Discuss possible solutions with Head Pro and/or staff. Plan for the future. Take Action Remedy the situation. Follow up and Keep a Record Promptly contact complaintant with remedy for approval. Keep a record. Handling Member Situations Interactive Discussion of Actual Member Situations Clueless at the Tennis Desk Why are so many employees clueless at the tennis desk? Is it bad training, a bad trainer, or just a careless employee? No matter what the problem, it doesn’t help me when inquiring about a clinic or event. Are all employees trained on the details? Do you make sure they stay busy? Do they keep the desk clean? Is everyone kept “up to date”? 1. 2. 3. I really do appreciate you caring enough to come & talk to me about this. If you don’t mind, could you be more specific about your frustration Briefly explain training of desk staff We will do better…I guarantee it. Do you have any suggestions? 4. 5. Handling Member Situations Acknowledge Complaint / Listen In private with no interruptions. Use direct eye contact. Restate your Understanding Thank them. “Let me see if I understand you correctly…” Ask questions. Investigate Become a good detective. Get both sides of the story. Obtain facts. Brainstorm Solutions Discuss possible solutions with Head Pro and/or staff. Plan for the future. Take Action Remedy the situation. Follow up and Keep a Record Promptly contact complaintant with remedy for approval. Keep a record. Strike three!? This is the third time this month that my pro has been late for our lesson. He/She is a great teacher, but I want my money’s worth. 1. I agree…there is no reason for consistently being late for your lesson. Have you talked with (the pro)? Let me investigate. Thank them for supporting the program and reiterate importance of being on-time for lessons. Provide options… Maybe a different pro or a clinic. 2. 3. I’ll show you… If my child doesn’t get moved up to the next higher clinic, we’re going to take him/her somewhere else. 1. We really appreciate your support & don’t want to see you go. Why do you feel so strongly that your child should be promoted? Explain player evaluation process. (objective measures) Suggest a conference to discuss child’s strengths and weaknesses. 2. 3. It’s just a couple beers… I agree that employees shouldn’t drink “on the job”. However, what’s wrong with the head pro having a couple beers with us after the evening court time (or during a social). 1. I totally agree that our pros should be able to socialize w/the membership… Its part of our job. Explain the club’s policy / your policy. Give example or explain reasoning. Be careful not to offend anyone. 2. 3. The Billing Dilemma I was billed for a clinic my daughter dropped out of after the first week. The pro said he would pro-rate…I called the club accountant, who has to take the complaint to the head pro who has to check with the assistant who took roll who gets back to the accountant. Meanwhile, the club secretary (who is unaware that a dispute is in progress) has sent a 30-day past due notice because the bill hasn’t been paid and the member calls again, furious…all because the pro didn’t take care of the matter in the beginning. How many incorrect billings can one member take before becoming very nasty?? 1. Apologize for their inconvenience. Agree that this should not have happened. Investigate the situation and get back to the member ASAP. Make it up to them. Assure member that the situation is being addressed. Review attendance and billing procedures with staff…explain situation. 2. 3. 4. Where’s “so and so” been? If I don’t live and breathe tennis for a few months, I still like it! Even if I haven’t been at the club, it doesn’t mean I don’t want to participate…call me!!! I feel unimportant. My kids didn’t take their lessons this winter and didn’t get any calls to participate on a team for team tennis…Does participation in events or on teams require participation in clinics? 1. Absolutely not ! We want to give everyone a chance to participate (all the time). Thanks for bringing this to my attention. It is very important that we stay in touch with all of our members. We will make it a priority. “Walk the Lobby”… Make concerted effort to encourage participation… 2. 3. Return to Sender Hey “Pro”, I know I didn’t buy this racquet from you, but it has cracked. Would you send it back to the company for me? 1. I’ll be happy to send it back for you. 2. Please understand that we always take care of our customers that purchase racquets from our shop. Since you are a valued customer, we want to also take care of you. However, since you did not purchase the racquet from us, there will be a $10 postage & handling fee. We really appreciate the opportunity to earn your business in the future. 3. Welcoming Member Complaints Customer complaints are one of the best opportunities you have for keeping your customers loyal. Your most dissatisfied customers can actually become your best ambassadors - if their complaints are handled properly. At some time or another you have probably experienced a problem with a business. When they dealt with your complaint reasonably, it felt good. You were taken seriously. A balanced, reasonable response to customer complaints builds customer loyalty. Let's face it, customers sometimes get it wrong. The problem doesn't lie with your business. But no matter what the circumstances, customers should always be properly and politely dealt with by your business. Psychologists and business service experts agree that the best way to diffuse a hostile situation is to acknowledge the person's anger and frustration, and offer a resolution to it. In other words, a customer is often happy simply to have their position acknowledged. Why should my business welcome complaints? For every one dissatisfied customer whose complaint you handle well… 83% will become loyal + They will recommend you to 5 other people Handling Member Situations Make it easy for your customers to complain. It will pay big dividends in the end... loyalty reliability trust reputation $$ praise honesty The Value & Benefit of Total Service Loyalty & respect Job security Increase chances of raise/bonus/promotion Increased participation Increase chances of attracting new customers Creating a Total Service Tennis Facility Jeff Hawes & Pat Whitworth USPTA Master Professionals What’s wrong with a little extra PCT? My group has a Permanent Court Time (PCT) on Tuesday night from 7:30-9pm. However, there is never anyone playing on the court when we arrive at 7 or 7:15. What’s wrong with us starting at 7pm if no one is using the court? (or playing a little longer than 9pm)? 1. I see no problem with your group playing at 7:15 if no one is currently playing on the court when you all arrive. If we allow everyone to do this… 2. 3. Careful not to have two sets of rules…perception. Where’s the Big Cheese? Why are we paying a Director of Tennis when we never see him/her? The head pro and other assistants are always available but… Where’s the “so-called” leader? 1. I agree the Director of Tennis should be visible and available to members. How often do you visit the club? / When do you visit the club? Please feel free to talk to the Director about this. He/she would be happy to address your concerns. 2. 3. A guest fee? You’ve got to be kidding me! After all the dues I pay and the other support I provide this club through court time, social events, and purchasing merchandise, you’re actually going to charge me for bringing a guest? That’s truly ridiculous… 1. Talk in private (allow member to calm down…no scenes). Recognize their patronage and thank them for their support of the club. Calmly explain club policy. (mention exploitation and incentives to join) Thank them again for their support and…do something nice in appreciation. 2. 3. 4. Tennis Report Card No feedback is given to parents when their children are in clinics/classes. They cost a lot of money and people have no idea how the kids are doing. 1. I agree…Parents need feedback both verbally and inwriting. Do you feel your child is improving? (SSV Score) Have you received a Junior Evaluation Form from us? Do you have any suggestions on how we could do better? 2. 3.
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