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A presentation done for Hospitality 101 in Crescent City, CA to remind business owners how important -- and profitable -- is good customer service.
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1
Presented by Scott “Q” Marcus
on behalf of Hospitality 101
Keep Your Business Strong During Difficult Times
Keep On Smiling!
3
Management’s Prayer
So far today, God, my employees have been just great!
They haven’t grumbled, lost tempers,
gotten grumpy, nasty, selfish, over-indulgent,
or told any customers to mind their own business and
“figure it out for yourself!”
I really am glad about that!
But, in a few minutes, God, we’re going
to open the store,
from then on I'm probably going to
need a lot more help.
Example #1
The Coffee Shop5
1 Cup $1.82
Days per Week 3Income per week $5.46Income per year $284Five Year $1,420Happy Index $7,098Unhappy Index ($18,455)
Is a Small Customer Worth the Hassle?
Example #2
The Video Store6
1 Rental $2.99
Rental per Week 2Income per week $5.98Income per year $311Five Year $1,555Happy Index $7,774Unhappy Index ($20,212)
Is a Small Customer Worth the Hassle?
Example #3
Family Restaurant7
1 Meal $34.92
Meals per week 1Income per week $34.92Income per year $1,816Five Year $9,079Happy Index $45,396Unhappy Index ($118,030)
Is a Small Customer Worth the Hassle?
death 1%
move 3%
Why They Leave
8“Lessons from the Field” by Howard Feiertag and John Hogan
friend 5%
competitor9%
product14%
Attitude68%
Albert Mehrabian [Nonverbal Communication (Chicago: Aldine-Atherton, 1972)]
11
93%Non Verbal
55%
Use of Voice38%
Verbal7%
Attitude Talks