Experiencing World Class Service Excellence
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development process
Only recently introduced wine section which has been very successful
Disney style entertainment a feature
Staff Management
Department managers introduced their respective areas with walk-throughs
We were able to talk to customers and floor staff – good eye contact
Front line staff encouraged to deliver outrageous service (see story)
Hire for attitude – use bespoke psychometrics – three interviews
Focus on self supporting teams; close attention to under performance
Promote from within
Handwritten notes recognising exceptional performance – ‘a moo to you’
Fund of stories which make staff heroes & demonstrate exceptional customer service
Strive to create an atmosphere of smiles
Staff given time off to visit competitors but must implement one improvement in 72 hours
Use tours as income stream but also energises
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