The key role for upper management in delivering excellent service is to realize that when you treat people well they have a tendency to treat others well. The better a manager makes the work environment for employees, the better the employees will deliver excellent customer service. If they work for an organization they enjoy, they have a vested interest, pride and positive attitude in their workplace and in their delivery of service.

 

Obviously developing a “Goals and Objectives” program for the organization is critical. One such goal should obviously be providing “Excellent Customer Service.” Goals and objectives should be established with the input of all department heads and business partners. In many cases a review of these should take place with the supervisors and representative line employees. A mission statement should be developed that is simple and to the point. Standards should be developed at all levels of management. A Business Plan, Marketing Plan and Sales Plan should be developed along with an Operational Manual describing procedures for all departments. Once this is done meetings should be held with all departments and business partners (outside contractors such as food service, telephone, audiovisual etc. as a beginning to a full training program for all employees. A clear-cut “Level of Expectations” statement should be developed and discussed with all employees. New employees should go through an orientation program spending time training and learning these materials and spending time in each department to gain a better understanding of how all the departments fit into the whole picture. This process should also include as many part-time employees as possible.

 

These guidelines, standards and expectations should be constantly taught and practiced. A standard of attitude, services and acceptable practices should be included in the overall plans. Authority should be delegated and empowerment must be relied upon. Each employee should understand that when a client comes to him or her with a problem, that problem is theirs to solve and follow through as necessary to get it resolved. Employees should be taught that a question from a client or attendee should be handled with the employee walking with the customer to put them in contact with the person who can solve it for them, and not just tell them where someone’s office is located. An environment that allows empowered employees the ability and the authority to make binding decisions is essential. Later a better solution can be discussed prior to the problem arising again. Employees should be taught that constructive criticism is designed to get to the right way of solving a problem. Additionally employees should be taught that there is more than one right way to solve a particular task.

 

Employees should be told that a task however performed reflects on the organization and them as an employee. As mentioned earlier managers should practice Management By Walking Around and be “ Good Finders” instead of just problem finders. Employees should be constantly reminded that they are a team and each plays an important role in producing successful events. Constant and frequent monitoring should be practiced to assure delivery of error free events. Constant and frequent “Thank You” to the staff will assure excellent customer service.

 

A good measurement of a successful event would be that a patron should find parking easy. He should be well directed to his event without having to search. Food and beverage should be on time, presented well, attractive and flavorful. A patron should not have to stand in long lines before service is rendered. The event should start on time, be well-orchestrated and free of technical errors. The patron should leave the event satisfied that he got value for his dollar. At the conclusion of the event they should find their car easily and traffic flow adequate for easy exiting. All this should be supplemented at every level with courtesy, grace, a smile, a good attitude and an informed and helpful staff.