Whatever your organization calls the process of driving changes or behaviors in the pursuit of a positive outcome or result must have one nonnegotiable ingredient to ensure success: A training reinforcement process that validates and measures.
Signature recently completed our 2015 annual client survey. Getting our survey results is much like it was for me back in college, when I knew my exam had been graded. I was excited. I was nervous. How did I do? Based upon the exam results, what did I need to do now?
“Let’s do lunch” is a phrase or continuance tactic that most sales people have uttered more than once at the end of a sales call during their career. I’m secure enough to admit that over the years I have in fact created several original continuances –soon to be clichés– to convey the same message. “Call me sometime”, “let’s get together in the new year” or often: “take some time to think about it and I’ll follow up”. A sales message focused on vague next steps is certain to net you vague results. There is a BIG difference between potential and actual, wouldn’t you agree? I’ll call you next Tuesday at 3pm is an actual plan.
Objective – Aim – Intent – Purpose – whatever your organization calls it, is what separates good sales people from those that can’t seem to get their fair share. I like to think of it as starting your “new” revenue generating cycle with the end in mind. What really needs to happen as a result of your efforts to move this opportunity forward?
We’ve got some very exciting news coming out of the Legendary Hotel Makeover! Starwood Hotels and Resorts Worldwide announced that Four Points by Sheraton Biloxi (our Legendary Hotel Makeover winner) has climbed to be the third best in Guest Loyalty Composite scores out of the 107 hotels in the Four Points by Sheraton brand! Before we began working with them, they were ranked as low as 15th across the brand only two months prior.
I was happy to be part of the hotel makeover project and work with the Four Points by Sheraton in Biloxi. In doing research about the hotel, I went to their website prior to my training session. This hotel is right on the Gulf of Mexico! What struck me right away is that when you walk in the front door, you can look straight through the lobby to the Gulf.
The second part to our service training is what we refer to as skill kit training. We provide managers and supervisors the tools to have a conversation about service with their staffs every day. Service isn’t something you can focus on for a day and move on, it needs to stay alive long after the class has ended.