Sky Zone’s Post

🤝 Get out there and learn from those you serve and your front-line teams first hand to truly understand what will set your organization apart! Need some inspiration? See ⤵️ #customerexperience #customerengagement #differentiation

Summer Store Execution Booster – Make the Most of the Most Critical Long Weekends.   Summer is almost here, and the holiday weekends are coming! Be sure your products and promotions are set for selling success during your busiest time of year! If you don’t currently have a dedicated team or only partial coverage our Summer Store Execution Booster that covers the three major long weekends in Canada during the summer, is the solution to ensure you maximize revenue potential on those very important weekends. See the PDF link for complete program details and how you can take advantage of group pricing based on all our client’s coverage. https://lnkd.in/gAjz89NR You can also reach out to me here by replying or emailing me at sara.clarkson@marketsupport.ca so we can set-up a quick Zoom to understand coverage and pricing. https://lnkd.in/gAjz89NR

Summer Store Execution Booster – Make the Most of the Most Critical Long Weekends.    Summer is almost here, and the holiday weekends are coming! Be sure your products and promotions are set for selling success during your busiest time of year! If you don’t currently have a dedicated team or only partial coverage our Summer Store Execution Booster that covers the three major long weekends in Canada during the summer, is the solution to ensure you maximize revenue potential on those very important weekends. See the PDF link for complete program details and how you can take advantage of group pricing based on all our client’s coverage. https://lnkd.in/gAjz89NR You can also reach out to me here by replying or emailing me at sara.clarkson@marketsupport.ca so we can set-up a quick Zoom to understand coverage and pricing. https://lnkd.in/gAjz89NR

ADAPTING to your customer/market needs ⬇️ No question that the hospitality industry's been rapidly changing over the last few years, both on the employee and customer side. Adapting to these changes is critical to maintain good relationships on both sides and is overall key to success 🚀 To adapt to today's needs, Marshell J. Richards and the Zaxby's Franchising LLC's team are delving into DEI initiatives. It's just one of the key ways they're shaking up their operations and hiring strategy. Learn their latest strategies on Late Checkout, airing now: https://hubs.ly/Q02pxBXw0

#service_or_sales Yesterday I visited a leading retail superstore to get a strolley serviced. What I thought of as a slam dunk kind of job, took me almost 30 minutes (just to deposit strolley, service would take 30 days). Here’s the reason: 1. There were 3 service counters but only one attendant. AND Murphy’s law has a special relationship with me. Now you know, why that one customer (who was being attended) took longer than longest 🤣 2. Lot of staff members were milling around, but none bothered to check with me. The case would be different if I was looking for shopping. 3. One person even suggested me to even shop till the service executive finished with the existing customer. God bless! 4. I was made to wait in a fancy lounge area where a few goodies were displayed, in case you (a disgruntled customer) wanted to shop while waiting. 😣 After a long wait, I followed the standard protocol of summoning the store manager, luckily she was kind enough to help me with a new service executive, who after some (understatement) struggle was able to steer me to the shore. Question is - Why do we take service for granted? - Why are we not greeted as warmly at service counters, as in showrooms? - Why are there no service helpers but so many product pushers? The answer is : We think sales is active and service is passive. Just as there are no listening competitions but so many debate competitions. Customers seeking service are considered to be burdens, while new customers are cash cows 🏦 Harry Beckwith in his legendary book “selling the invisible” says, “Service is Marketing.” Hope we learn this lesson before the “Cows come home”. This reminded me of a definition of Customer - जो कष्टों से मर जाता है, वो customer kehlata hai. I went to a restaurant after that, another harrowing service experience but that’s for next weekend 😊 LinkedIn Shoppers Stop CIEL - Center For Investment Education and Learning #servicedesk #serviceindustry #servicedesign

In my reckless and (otherwise) misspent youth, I got a job at HMV, the biggest, baddest music store at the mall. I thought I was going to get paid to hang out and talk music with the cool kids -- I had no idea I was about to receive some invaluable lessons in sales and customer service... As it turns out, the HMV at the Saint-Bruno mall where I worked was the second-largest HMV store in Canada. As a result, the manager there was extremely sales-oriented. For instance, our store had a policy which everyone followed rigourously: when three or more people are waiting in line to pay, we must open another cash register. This is such a simple policy, but the underlying lesson is simple: 👉 When someone lines up to give you money, TAKE IT! 👈 When you close a sale, close it for real. Get the money, make the trade, close the loop. Don't make it hard, boring, or frustrating for your customers to complete the transaction. Don't complete it "in theory", and leave the customer to figure out the final steps. Don't frustrate them into putting their CD back on the shelf and walking out of the store. This sounds painfully obvious, but sometimes even the painfully obvious gets overlooked. In the world of commerce, we often talk about a #salesfunnel, which captures as large an audience at the broad end of the funnel as possible, and then shepherds them through the decisional process until some are ready to buy your goods or services. That's all well and good, but the reason the funnel gets progressively smaller, is that not everyone who is interested in the product will end up purchasing it. You will not convert everyone along the way. I like to think of the sales funnel as a kind of oversized amusement park ride: it should be fun, easy, automatic -- even rewarding! -- for your customers to slide down and through it. If you're making your customers queue up or jump through hoops to check out, you're throwing glue on the slide, and I don't think anyone wants to take that ride. What makes you walk away from a sale? Be sure to comment with your experiences and anecdotes below! 👇 #sales #checkout #funnel #operations #hmv #manager

Going above and beyond in customer experience, why does it seem like a lost in so many businesses? Yesterday as my wife and I were walking into the In-n-Out on Guadalupe St in Austin, the doors opened for us before I could open them... It wasn't someone eating there that opened the door... It was employee. This employee was probably 20 years old. He didn't just open the door; he welcomed us into an experience. Once we were in, he ran behind the counter to greet us with the warmth of "Sir" and "Ma'am," ensuring our order was taken with care. As soon as we ordered, there was nobody in line, so he immediately began detail cleaning the place. I've been to 5-star restaurants where I didn't get this level of experience, or even see employees who took their job so importantly. This employees name is Jeremiah L. In-N-Out Burger, great job on hiring the right people and building the right culture. Also, this kid deserves a raise/promotion or something. In an age where true hospitality can sometimes feel like a lost art, Jeremiah is a reminder of its timeless value. It's not just about the food/product, but how you make people feel. This is what sets apart the good from the great. In business, no matter what business, we are all in the people business. The impact of genuine, heartfelt service always leaves a lasting impression. Don't forget it, no matter what your job, position, or pay is. #CustomerExperience #ServiceExcellence #InNOut #culture #people

Working on My Own on a Saturday When we opened this store 18 years ago, my mom and I could hardly take a day off. There were no systems or processes to get anyone through a day without us. I'm sure there are many a past employee who could vouch for this. Was a new business thrilling? Yes. Was it terrifying? Absolutely! We were the lifeline of our fledgling venture, doing our best to ensure every detail was perfect and every customer was satisfied. Back then, the idea of taking a Sunday off was a distant dream. It took us years to learn how to step away, first on Sundays, then on weekdays, and eventually even on the occasional Saturday. We poured our hearts into this business, and for a long time, it felt like we couldn’t miss a single day. Owning a business means you get the pleasure of setting your own schedule, but it also means being the person where the buck stops. Today, I am here manning the store. It needs to be done, especially for our clients who can’t come in during the week. Summers are for vacations—I just had one—but they are also for colds and COVID, which pick up this time of year. So, life has brought me here today to open the doors, turn on the lights, and start the music. As I spend my Saturday at work, I can’t help but think back to those early days. We were constantly on edge, worried that missing a day would mean missing an opportunity. But over the years, we’ve learned so many lessons, both good and bad. We’ve put systems in place, developed processes, and hired the best and brightest. Our team knows our culture inside and out, and we truly feel the business is in great hands when we are off for a day or away for a week. It’s great to not work in chaos! Today, instead of being overwhelmed, I enjoy the quiet of the store, the familiar tasks, and the confidence that comes with experience. I can appreciate the journey we’ve taken and the stability we’ve built. We’ve come a long way from the days of fearing a single day off. Now, we have a well-oiled machine that can run smoothly even when we step away. So, while I’m here on a Saturday, I’m not stressed. I’m grateful. Grateful for the growth, the lessons, and the team that supports us. It’s a different kind of thrill now, one that comes with the satisfaction of knowing we’ve built something strong and lasting. And that’s a pretty great way to spend a Saturday. 🦋

🤠 Howdy, partners! We're back in the saddle to help y’all elevate your business game with what I like to call ⭐ The Lone Star Standard ⭐ . Now, we all know the legendary hospitality of the Ritz Carlton, but here in Texas, we do things with a bit more swagger and a whole lotta heart. So, let’s dive into three key points to apply The Lone Star Standard to your business and turn every customer interaction into a five-star experience. 1. 👋 Greet with Genuine Texas Hospitality First impressions are everything, folks. Just like a friendly wave and a “Howdy!” at the ranch gate, make sure every customer feels genuinely welcomed the moment they step into your business. Train your team to offer a warm, sincere greeting that sets the tone for a memorable experience. A smile and a kind word go a long way in building a lasting connection. 2. 😎 Personalized Service, The Texas Way Here in the Lone Star State, we pride ourselves on treating everyone like family. Take the time to get to know your customers and personalize their experience. Whether it’s remembering their name, their favorite product, or a special occasion, these small gestures show that you value them as individuals, not just as dollar signs. A little extra effort can turn a one-time visitor into a lifelong loyal customer. 3. 🛣 Go the Extra Mile, Like a True Cowboy A cowboy never shies away from hard work, and neither should you. Show your customers that you’re willing to go above and beyond to meet their needs. Whether it’s handling a special request, resolving an issue promptly, or simply offering a bit of unexpected kindness, these actions speak volumes about your commitment to excellence. Strive to exceed expectations and create an experience that customers can’t help but rave about. 🧠 Remember, applying The Lone Star Standard is about blending genuine hospitality, personalized service, and a relentless dedication to excellence. By embodying these principles, you’ll not only meet the bar set by the likes of the Ritz Carlton but raise it higher with a touch of Texas charm. So saddle up, partners, and let’s show the world what real customer experience looks like! Adios y'all. 🤠 #CXCowboy #CustomerExperience #BusinessExcellence #TexasCharm #HospitalityHeroes #ServiceWithASmile #CustomerFirst #GoTheExtraMile #SouthernHospitality #FiveStarService