Creating a world-class guest experience is a process that best begins with a deep and revealing analysis. How might each touchpoint become more sales-oriented in a manner that enhances service? The Friedman Group begins every project with a comprehensive Discovery Phase. Our objectives are:
- Identify and understand the perceptions of front-line staff, middle management and upper management
- Assess the organization’s ability for strategic and tactical implementation
- Learn as much as possible about your corporate culture
- Make our own assessment of each touchpoint and the overall guest journey
- Assess the current processes for onboarding front-line and management personnel
- Review the processes and standards in place for hiring
- Gain an understanding of your customer base and its expectations and values
- Agree upon the level and type of guest experience that will result in higher revenues and repeat business
Once the Discovery Phase is complete, The Friedman Group develops a solution and presents a strategic and tactical plan within a formal proposal. This includes specific methodologies with all of the tools, processes, training and guidance needed to elicit changes in culture that can drive potentially dramatic increases in revenue. Elements may consist of live training, ELearning, blended learning, written coursework, audio/video programs and other appropriate deliverables. We will reveal our findings when presenting the proposal and provide detailed explanations of how the plan addresses those findings. This is the first step of the Strategy Phase.
The second step begins by working with the appropriate personnel within your company to develop a production schedule and/or timeline for project implementation, as well as the metrics and benchmarks for measuring progress. Depending on the scope and objectives, the best strategy may be to begin with a small pilot group in order to identify obstacles to success and make necessary changes and refinements before rolling out the implantation schedule on a much wider scale.
The Execution Phase differs the most from organization to organization, based on the findings from the Discovery Phase, deadlines for completion imposed by the company we’re working with and/or the capability of the management and training teams. However, three commonalities exist no matter the organization or circumstance.
Major Change is driven primarily through front-line managers and middle-management.
Engaging participants, regardless of position or level, to actively come up with solutions to problems we have already identified.
We always use a synergistic or or holistic approach to implementing solutions. This is particularly critical when trying to raise the bar on the guest journey.
Creating a world-class guest experience doesn’t end in the execution phase. There must always be a plan for sustaining and continuously improving the experience. The Friedman Group provides powerful input on creating a Cultural Change Team with an executive as part of the team to ensure valuable gains are not lost over time.
The intention is not to have this team in place permanently; in fact, their mission is to make the team unneeded. However, some companies see enough long-term value to keep this position within the organization forever.
Lastly, and of utmost importance, upon completion of the process we will help to ensure that the training department team at your company is up to the task of maintaining the solutions we have put in place and continuing the progress we have set in motion. This includes the development of a metrics scorecard that will track success rates throughout the guest experience, as well as enhanced coaching and accountability methodologies to provide a robust support system for compliance with new standards and behaviors.