Quality and Service are Quality and Service are the keys to a great campthe keys to a great camp

Delivering Great Program Delivering Great Program Quality, Customer Service and Quality, Customer Service and

Exceeding Expectations Exceeding Expectations

What do we mean? What do we mean?

• Quality = Essential Character Quality = Essential Character

• The word “essential” means “of The word “essential” means “of utmost importance or indispensible” utmost importance or indispensible” while “character” means “attributes while “character” means “attributes that distinguish an individual.” If we that distinguish an individual.” If we put them together, quality is the put them together, quality is the indispensible attributes that indispensible attributes that distinguish us from others. distinguish us from others.

How Do You Define Quality?How Do You Define Quality?

• I know what I am I know what I am gettinggetting

• I am a repeat I am a repeat customercustomer

• There is lasting There is lasting valuevalue

• I tell someone I tell someone about itabout it

What Does Quality Look Like In What Does Quality Look Like In Your Program Area? Your Program Area?

How Do You Measure How Do You Measure Quality?Quality?

The Quality Equation...The Quality Equation...

What do we mean?What do we mean?

• Customer Service = provision Customer Service = provision of service to customers of service to customers beforebefore, , duringduring and and afterafter a purchase. a purchase.

• Anticipation of the needs of a Anticipation of the needs of a customer before they askcustomer before they ask

How Do You Define Customer How Do You Define Customer Service?Service?

• They make sure I They make sure I have what I need have what I need and wantand want

• They think about it They think about it before I dobefore I do

• Great staff + Great Great staff + Great training + Great training + Great Processes = Great Processes = Great service service

How Did These Companies Get How Did These Companies Get It?It?

• Listened to Listened to customerscustomers

• Process Process improvement planimprovement plan

• Right Fit HiringRight Fit Hiring

• Staff development Staff development plans plans

Wrap Up! Wrap Up!

“Good marketing can’t fix bad program delivery!” – Dave Bell, Director of Association Programs

YMCA of Greater Charlotte