Moving from Good to Great: Developing Standards of Service

1. Moving from Good to Great: Developing Standards of Service Cheryl Burkhart-Kriesel University of Nebraska-Lincoln Extension MarketPlace Conference West Point, Nebraska February 2013

2. Developing Service Standards

3. Developing Service Standards Service Standards: priorities and criteria that ensure consistent delivery of customer service

4. Developing Service Standards Service Standards: • Set organizational and employee guidelines for decision-making • Prioritize the details of service delivery • Allow consistent measurement of service delivery

5. A. Developing Service Standards What words & phrases describe the ideal level of service you provide? What words & phrases describe the kind of service your customers expect from you?

6. A. Developing Service Standards What words & phrases describe the ideal level of service you provide? What words & phrases describe the kind of service your customers expect from you?

7. A. Developing Service Standards What words & phrases describe the kind of service your customers expect from you? What words & phrases describe the ideal level of service you provide?

8. B. Developing Service Standards Choose a word that best describes / defines each group. Take the two lists and cluster similar words in boxes below. Prioritize these words. They become your quality standards. Note: #1 Is not negotiable! Personal touch Guest as VIP Assertively Friendly Smile #1 Courtesy Safety Security Prevention Procedure Safety #2 Safety Courtesy Guest flow Use of space Speed of service Ready to serve #3 Efficiency Show Staff appearance On stage/off stage Consistent theme Authenticity #4 Show Efficiency

9. B. Developing Service Standards Choose a word that best describes / defines each group. Take the two lists and cluster similar words in boxes below. Prioritize these words. They become your quality standards. Note: #1 Is not negotiable! Respectful Helpful Courteous Accommodating #1 “Meet them where they are” __________________ ___________________________________________________ #2 __________________ __________________ ___________________________________________________ #3 __________________ __________________ ___________________________________________________ #4 __________________ __________________

10. B. Developing Service Standards Choose a word that best describes / defines each group. Take the two lists and cluster similar words in boxes below. Prioritize these words. They become your quality standards. Note: #1 Is not negotiable! ________________ ________________ ________________ #1 __________________ __________________ ___________________________________________________ #2 __________________ __________________ ___________________________________________________ #3 __________________ __________________ ___________________________________________________ #4 __________________ __________________

11. C. Developing Service Standards How can you communicate/ integrate these behaviors into your business? Your prioritized service standards. What behaviors characterize these standards? For employer: history training; mirrors at stage entrances; location for changing into costumes; train for roles AND service • Mirror use • Cast appearance • Performance • Costume matches behavior • 2 minutes 2 bites • Eye contact & smile • Assertive friendly • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ _3rd_ (Priority) For established employees : reminder for on stage/off stage (mirrors); consistent performance/mentor; encourage cast member suggestions (2 bites -2 min) Show Title) For new hires: role expectations (use mirrors); become part of the cast/use mentor; basic service standards – smile/ eye contact; act “assertively friendly” Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.

12. Developing Service Standards • Brainstorm behaviors… • Are there actions where everyone has a role? • Are there ways to get employees input? • How can you reinforce behavior?

13. C. Developing Service Standards How can you communicate/ integrate these behaviors into your business? What behaviors characterize these standards? Your prioritized service standards. • For you as an employer: implement customer reservation training that reassure potential customers that beginning skills are acceptable • Demonstrate flexibility to assist • Show empathy__ • Share experience • Share knowledge • Instill confidence • Answer questions • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ ________ (Priority) • For established employees: to develop a scripted list of riding “do’s and don’ts” that help ensure a safe and successful ride “Meet them where they are” (Title) • For new hires: respond confidently to top five questions customers ask about horse riding , actively seek answers to questions they don’t know Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.

14. C. Developing Quality Standards How can you communicate/ integrate these behaviors into your business? What behaviors characterize these standards? Your prioritized service standards. For you as an employer : • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ • ______________ ________ (Priority) For established employees : _________________ (Title) For new hires : Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.

15. Developing Service Standards “You can dream, create, design, and build the most wonderful place in the world, but it requires people to make the dream a reality.” …Walt Disney

16. Developing Service Standards Video: Johnny the Bagger http://www.stservicemovie.com/ Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.

17. Moving from Good to Great: Developing Standards of Service Cheryl Burkhart-Kriesel University of Nebraska-Lincoln Extension MarketPlace Conference West Point, Nebraska February 2013