Imagine: You have been engaged to integrate Disney customer service elements a ski resort settings.
Task: Develop one strategy to enhance the customer experience at your resort.
Example:
SHOW: I believe that one simple way that we could enhance the customer service experience is to instill in our staff that when they are in front of guests, they are on stage:
In Costume; name tags and uniform
Playing the part; role model behaviors, consider the impact on the customer when walking onto resort property and seeing three employees out front smoking.
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15 comments:
“Put a little Disney at your resort”
Task: Develop one strategy to enhance the customer experience at your resort.
I think a useful strategy to use at my resort would be to provide a better experience for school kids. They show up almost every morning during the week and our responsibility is to provide them with a fun but safe time on the hill.
The first person to spot the yellow buses screams “Buses are here!” everyone scrambles into position, wolfing down their breakfast sandwiches, chugging there hot chocolate and scurrying to the front door ready to greet them at the front door.
When they arrive bright and early; instructors, rental shop techs and anyone else present puts their smile and young attitude on. But do we really treat them they way young children are supposed to be treated?
There are books written about parenting and how to teach children, so maybe a little research and experience will help us better understand how to get the children to listen and learn, for their safety and enjoyment on the hill.
I think improving the interaction with the kids with smiles, jokes and high fives makes all the difference. When they kids are sitting down; the speech and safety rules are said.
The best way to grab their attention and actually sink the information into their brain is to start off with something like a joke or attention grabber. If possible; use the speaker system and microphone to really have all eyes on you.
Then move on with introducing yourself and the staff. Who is who and what each staff member is doing and how they can help you. Move on with the runs that are open and those which are closed. Even provide a reason, and even exaggerate to make sure the kids understand that there should be no one on that run. Lay down the rules with some sarcasm and in a language that kids will understand and can share with their friends and then family when they arrive back home.
Once this is all taken care of, move on to the rental shop and let them know who they are and who they can ask for help. Once they are finished in here, guide them to their instructor so you don’t have anyone getting confused. This may discourage them or even have them think they can just go out on their own.
A usefull way to develop new customer service strategies is to talk to the employee. Employees deal with customers day to day and have a very good idea of what is not right for the customer and what is not right for the employee, which are often the same thing. At calabogie peaks resort many customers were unaware of the rules and how a terrain park works. This lack of knowledge lead to a few minor accidents that could have been prevented. The entrance and exits of the terrain park where the problem. people in the terrain park got the message to stay clear of landings and exits due to the signage posted within the park. Passers by whom did not enter the park, but traveled down the runs beside it, were being constantly hit or cut off by people leaving the terrain park, as well as entering it.So there is the problem. The solution is to spread awareness of terrain park rules around the resort. This means information posters and park rules signs at the lifts, in chalets, while going up the lift, as well as on the ski runs where the signs are applicable. these actions clearly state the rules of the terrain park for everyone to see and acknowledge. "Awareness is the best prevention"
- Christopher Tite
A usefull way to develop new customer service strategies is to talk to the employee. Employees deal with customers day to day and have a very good idea of what is not right for the customer and what is not right for the employee, which are often the same thing. At calabogie peaks resort many customers were unaware of the rules and how a terrain park works. This lack of knowledge lead to a few minor accidents that could have been prevented. The entrance and exits of the terrain park where the problem. people in the terrain park got the message to stay clear of landings and exits due to the signage posted within the park. Passers by whom did not enter the park, but traveled down the runs beside it, were being constantly hit or cut off by people leaving the terrain park, as well as entering it.So there is the problem. The solution is to spread awareness of terrain park rules around the resort. This means information posters and park rules signs at the lifts, in chalets, while going up the lift, as well as on the ski runs where the signs are applicable. these actions clearly state the rules of the terrain park for everyone to see and acknowledge. "Awareness is the best prevention"
- Christopher Tite
I believe that a great way to use the Disney philosophy would be to introduce it to the school group coming in to the resorts. I find that in the resort I have been to the school group are often not treated as well as other customers. That’s not right for the reason that they are our tomorrow market, if they had a good time then they will request to their parents to go back bring the family along and they might even become a loyal customer over many years to come. I believe that school group should have one first welcome once they come off the bus then have a meeting room with a fun video presentation about the rules in relation to the resort and have 1 or 2 instructor, one ski and one snowboard, to answer any questions that the kids may have then have these instructor come down with them into rentals and help out with setting everyone up with equipment so over the course of their day they will know these instructor even if they get a lesson with other instructor they will recognized these 2 key instructor and they see them over the course of the day. It is really key to have happy and alive key instructors for these positions. The fact of having a movie and a presence of instructor means a lot to the kids, for the reason that some student have never been on a ski hill and they key items can make it feel safer for them. To also have a lesson time chart outside for the parent and the student to refer to during the day for advance lesson and incoming lesson (last minute students).
I would like to see personalized nammed tags. Company Issued ones say Zackary instead of zack or Bethany istead of beth. People are so much more approchable and comfortable when spoken to with their real name. This increases ease of customers approachability to employees. I will demonstrate the effictivness of this: "can I get my second rental ski" "hey Jim would you be a darling and toss me that second ski of mine" retorke "Sure thing radster."
Using a strategy that i would develop at my resort would be the task to utilize several tens of employees that would travel around the resort: who are approachable and frienddly and they will help any guest who is lost or who doesnt know what they are doing. By means of they would approach guests and ask them how they were, where the ywere from and what they want to do today. Almost as if they were qualitiy checking, like a waitress. At disney world they hire employees to stand around doing relativly the same thing, like a guest would be looking at a map and they employee would approach them and direct them in the correct direction. By using this at my resort, i will make sure that the guests are getting the full experience and the experience that they desire. When a guest travels to a resort it can become very over whelming espically if its a large resort, therefore my task of developing "quality check employees throughout the resort" it will benefit the customers experience at my resort!
One way i would enhance the customer experience at my resort would be to have many mini events and tents set up to create action on the resort. I feel like when people are put in an event situation they are more likely to come out of their shell. If there is music playing, people socializing and having a good time on your resort everyday they are more likely to get what they came for and more. I think the best way to improve the customer experience is to create more action at the base of your resort.
One strategy that would be useful to a resort would be customer service riders. A couple people will be paid to ride around your resort either on skis or a snowboard, and talk to the customers. Every time they take a chair up they have to approach at least one customer and tell them that you work for the resort and if they had any questions at all that you were glad to help them out. This strategy prevents any customers from being lost or disoriented at all throughout the day and they will be glad to have employees approach them to see how their day is going.
Enchancing customer service at your resort could be as simple as having all employees versed in all the aspects of the resort. Such as knowing where all the restrooms are located, so when a customer asks they can be helpful. Another way to enhance customer service would be to develope maps that list everything available to visiters of the resort like price points of the various snack places and restaurants. Have themed areas of the resort like Children's Kingdom for the little ones and Snowboarders dream for the teens so that adults can relax as their children are entertained. Have photo oportunities available with designated photographers for souvineer photos. Or you could just Disney your resort with shiny happy "Cast members", charge enourmous amounts for rentals and lift tickets and have Mickey Mouse as your ski patrol.
A strategy that I would Use to enhance Customer service would be hiring people to walk around giving out free cheep items to my customers. Whenever there is free stuff up for grabs people come running and will do anything to get somethings. Thats when people can get comfortable and have a good experience its not about what you get for free but its about the enjoyable state your in after. As long as the employees are approachable and making a big deal about the stuff there handing out.
I think that there are lots of resort that need to enhance there costomer experiance. Like at snow valley many people do not get the best costomer experiance becasue some employees just do not care enough to put the work out. Like when kids would break there board in a lesson or if they did not have gloves i would alway personally help them or get someone else to personally help them but some people dont even think about it. So i think that it is not always based on the resort but mostly the employee.
Task: Develop one strategy to enhance the customer experience at your resort.
I believe a way to enhance customer experience at a resort would be to essentially implement the snow resort version of the Wal-Mart greeter. Have these new employees situated at the main entrances of the resort ready to greet resort patrons with information, promotional material, and complimentary hot beverages and/or treats.
This job would be ideal for individuals who possess strong communication and customer service skills. Elderly members of the community (a la wal-mart greeters) would be ideal candidates for these positions… just imagine, you are entering a snow resort on a snowy morning and as soon as you enter the resort you are greeted by a warm, grandmother-like figure who can answer your questions and give you reading material and warm cookies!
Further, providing employment opportunities to people who could not otherwise work at a snow resort would serve to create POSITIVE public relations.
I believe a usefull strategy to use at a resort to enahnce customer service would be to offer a designated seating area for family season pass holders. When I used to go to the resort with family and friends it was sometimes difficult to find a spot to put all of our stuff or find a place to eat even.
One strategy I can think of to enhance the customer experience at Silver Star Mountain Resort would be to implement a more thorough grooming report for the guests to take a look at. Currently, there is only a sheet of paper saying which trails were groomed the night before. I think that the ski patrol could come up with a short description of what to expect as far as snow conditions on each run after their morning inspections. The conditions could be displayed on a white board at the base of each lift.
i think that a good idea would be for every employee to be sure to welcome each customer and ask them something not related to the resort. for example, how is your day going, or if their kids first timme skiing. this way the customer feels like they conect with you on a personla level creating favourtisim and hopefully bringin the customer back again and again.
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