Training that Sticks

Dave's Fables: The 3 Second Rule

Dave Hamilton — Tue, 07 May 2013 14:57:00 GMT

Dave Hamilton provides a training tip that he calls, "The 3 Second Rule".

Dave's Fables: On the Streets of Macau, China

Dave Hamilton — Wed, 24 Apr 2013 20:47:00 GMT

Dave films live from Macau, China with a tip on improving the customer's experience.

Dave's Fables: Pricing Isn't Everything

Dave Hamilton — Fri, 05 Apr 2013 19:31:00 GMT

My budget is not realistic – my equipment isn’t as new – the market is tough…how often do you make excuses these days for underperformance?

Given the multitude of communication channels available to consumers these days to make inquiries and decisions, the telephone still remains the life blood for most businesses. Your team members are the key to finding out what is most important, and then offer a personalized solution.

Managers, take a moment out of your day to listen to your team interact on the telephone. Specifically focus your attention to these four “Do They” and two “Do I” questions:

“Do they” have the tools to quickly gain trust within the first few seconds?
“Do they” effectively identify needs?
“Do they” create a customized value offering, created specific to those needs, before quoting opportunity?
“Do they” ask for the commitment and have the tools to effectively manage resistance?
“Do I” only get involved when there is a problem?
“Do I” have a plan to help my team become more successful?

If adherence to these sales basics is a struggle for your team, you’re leaving money on the table. What's the excuse for that?

Dave's Fables: Almost Free Marketing!

Dave Hamilton — Fri, 22 Mar 2013 20:19:00 GMT

The old saying, “A picture is worth a thousand words”, rings especially true in today’s competitive marketplace. Creating a gallery of visuals is a great place to start.

Here are Three Steps that are very easy to do – especially on a non-existent marketing budget!

Step One – If you don’t currently have images from past projects or events, the time is now to make it part of your daily routine. Digital images play a huge role for decision makers.

For years during my training events or speaking engagements, I took photos only when I felt it was an important moment – very random and certainly not consistent! In retrospect, all I was doing was filling my personal scrapbook with memories. I’ve found far better results by taking consistent “Before”, “During” and “After” shots from the same angle. (Buy yourself a tripod)

The best, or most valuable photos often happen when least expected, especially the “during” shots, as these often become photographic evidence of the little things that produce legendary results. When leveraged correctly, these photos not only help decision makers choose who to partner with, but they can also assist in perfecting your trade.

Step Two of the almost free marketing plan – You must now display these photos for all to see. Start by utilizing or “posting” to the world of social media. If you are not familiar with the social ecosystem, start with the basics like Facebook or Twitter… ask anyone under the age of 20 who has a smart phone and they will get you started!

Important Note – Step Two of this marketing plan is where the wheels often come off. Many with the best intentions start working very hard to find ways not to do this step...but it’s critical to keep regular postings high on your priority list. Over time it will pay off.

The final step is what really sets you apart from your competition – Start Blogging. Video or written, everyone likes “proof to success” testimonials, “how to” or “how it’s done right” information. You will quickly find your ever-growing catalog as digital proof of why you are the right expert or provider and it can be utilized in many ways. This library is especially effective when turning prospects into sales opportunities. Hmm… (How to turn prospects into sales) there’s another blog that will soon be posted in my library…see how it works!

Would love to hear your thoughts or suggestions on how you or your organization gets the word out!

Dave's Fables: Relationship Starting Point

Dave Hamilton — Thu, 14 Mar 2013 18:44:00 GMT

One Split Second! That’s how long it takes someone to form a “relationship starting point” or RSP.

From a distance, customers start forming or assuming all kinds of opinions about you and the organization that you represent. At the bank, grocery store, the mall – I’m sure you have heard a friend say…“That person had a good vibe!” or “I was creeped-out from the start!”

There’s not a standard science used when forming an RSP…there’s some instantaneous logarithmical formula we humans use. We somehow weight our past on experiences: approachability, the environment, confidence, even smell plays a part. In a flash, we have our relationship starting point.

My advice for relationship success is to remember you are always on stage and you never know who is around you. I have seen positive change happen to many, when they least expect it! Stand up straight and look opportunity in the eye.

Do not forget – body language is a two-way street! Focus your senses on the customer. Their body language will give you information you can use to provide better assistance to them. Use this unspoken language to your advantage – a “relationship starting point” only happens once!

It’s the little things that give you the competitive advantage…both personally and professionally.

Dave's Fables: Napkins Shouldn’t Be Bibs

Dave Hamilton — Tue, 05 Mar 2013 20:16:00 GMT

Napkins Shouldn’t Be Bibs…This was the headline in today’s paper. Well, at least it was the headline on the page where the crossword and Sudoku puzzles live. Monday is my favorite day to tackle the daily puzzles – for those of you who regularly turn to the newspaper to exercise your mind know that the puzzles will get harder as the week progresses.

I read the headline again…“Hogwash”, I grumbled, “Napkins can be bibs.” I know for a fact that on airplanes if you look closely at the cloth napkins, they actually have a buttonhole for proper “bib alignment.” That article should have been titled, “A Napkin Worn as a Bib at Times May Not Be Cool…but at Times It’s the Perfect Solution.”

You can quote me: “Making an assumption or sweeping statement that anything should be done one way or this way only…is definitely wrong!” or…to be more politically correct, “might be wrong most of the time!”

Here is my reasoning: In today’s business world, everywhere you look it is protocol after protocol. Protocols are fine if they are squarely focused on the product’s standards – what it is and how it works. Where a protocol falls short is when you add ever-changing variables like human emotion. Then your product or procedure must be customized to meet or exceed the customer expectations. It is a blend of the two! The product’s protocol + the individual’s unique needs = “Legendary Result”.

Examples: a water pump you order today – part No. 23462, should be the same as part No. 23462 you bought last week. A spa treatment called the Wrap-Wrap you enjoyed last month and the month before…you should be able to sing along during your next treatment.

It makes better sense to treat your potential revenue opportunities the way they want to be treated – “no protocols.” The world is just changing quicker than ever before – what worked yesterday is definitely old news today.

If someone wants to wear a napkin as a bib, embrace the idea. It all boils down to this common denominator – do what is right by the customer, make the experience worthy of a repeat performance. If wearing a bib enhances the outcome – why not!

Dave's Fables: A 70 Second Tip, The Robot (video)

Dave Hamilton — Wed, 27 Feb 2013 21:48:00 GMT

Catch Dave's 70-second tip on customer service – presented in a way that only Dave can deliver.

Dave's Fables: Signature's Demands Rap

Dave Hamilton — Fri, 22 Feb 2013 17:12:00 GMT

Dave utilizes a sick rap beat to explain Signature's core values, purpose, and brand promise.

Click here to check it out!

Dave's Fables: Pecha Kucha

Dave Hamilton — Mon, 18 Feb 2013 17:27:00 GMT

Dave demystifies Pecha Kucha, a quick and simple strategy for presentations.

Dave's Fables: Going Back to the Basics

Dave Hamilton — Thu, 14 Feb 2013 19:25:00 GMT

There has been an accelerated increase in consumer expectations over the past few years. Yes, today’s economical climate has been a driving factor, but certainly not the only reason that our customers are now focused on perceived value. The waste-not want-not mentality, so very visible and practiced by the traditionalist generation that was discarded by following generations, seems now to be the new status quo. It’s been said that all things run in cycles.

This consumer shift or change of perspectives is very visible in most all businesses where the customer has the opportunity to say on the phone or face to face, “do you have?” Or, “how much?” The only thing that has remained constant and will remain constant is our “human capitol quotient”; we still are at the mercy of our people. As the old saying goes – “our business will only be as good as our people; if we don’t move our people forward we can’t move our business forward”. Amid all the restructuring and “corporate leaning” that has occurred the past couple of years, it is obvious that management’s focus has shifted from the motivation and reinforcing of core service beliefs to a compliance mentality focused on the multitude of reporting platforms that monitor every aspect of productivity. The customer can quickly become a statistic.

A simple truth is that the phone is ringing and there is still demand. Business owners and managers just can’t be lucky anymore. They actually have to be better than their competition and have a contemporary plan that touches everyone on a daily, weekly and monthly basis. Face it, the world has become a yard sale.

My message is simple: Before you struggle to change technologies and processes to compete in these challenging, opportunistic, economic times, first take a long hard look at your human capital. Retooling your sales and service processes ensures your people a comprehensive selection of “how should I react in this situation” tools, so they can focus on the customer not on the product as our first priority. Secondly, combine this new culture with an ongoing reinforceable and coachable plan in place that continues to give your staff additional tools they will need to be successful from the “hello” at the start of a relationship, to the “thank you, is there anything else?” at the end. Without a doubt this is the most important business decision you can make, insuring a solid service platform that is focused on Loyalty.

Dave's Fables: Prospecting Revenue Strategies for Territory or Market Segment Salespeople

Dave Hamilton — Tue, 05 Feb 2013 17:21:00 GMT

Top two sources for finding new revenues:

Identify and research new customers
New contacts within existing customers

If finding new revenues were this easy…I’d be writing this blog from my new boat.

Common statements sales professionals say over and over to me during training… You don’t understand Dave…“My territory is already saturated” or “I have a highly, competitive market”. If you face the same challenges…here’s some proven tips to help you meet and exceed your sales goals.

Important: Knowing the difference between sales (or selling) and prospecting (finding new business) is a big shift in thinking for many. Many top sales professionals that attend my prospecting for new revenue classes are asked to bring a list of their top prospects. Often, what they bring are leads and contact information from organizations of their existing relationships.

Prospecting is not selling! – If you are approaching an individual and are in the habit of saying, “I’m here today to see if you need…, my company has a special on…” – that’s selling. Don’t do that! Prospecting is simply getting someone’s attention and quickly sparking interest. If you walk away with an internal referral or 10-minute advancement, you did well. (Don’t worry; you will have plenty of time to sell later.) Another way to look at prospecting is…If your opening interest building statement is focused on your product and not focused on the person you are talking to…that’s sales. It’s all about the person when prospecting.

Prospecting for new relationships can and should occur both up and down an organization’s food chain. I’ve heard it said many times, “Always start at the top of an organization when prospecting.” This is often true…however… I prefer to have collaboration.

Here are some examples of prospecting collaborations (second opinions) that have saved me time. The prospect that is not the decision maker but the end-user…often will tell you the whole truth and nothing by the truth.

Selling food products and paper goods: Prospect a restaurant’s manager, then seek out and have a chat with the dishwasher or member of the utility staff! (Honestly, of these two positions, who really knows what’s being eaten and what’s not. Who can give you insight towards a competitive advantage?)
Selling or renting construction materials or support equipment: Your current relationship is with the general contractor – start digging within that organization for other project or department personnel. See what they have to say – talk to someone in the trenches or a subcontractor on the project site. Compare notes!

The more departments, divisions, and individuals you can educate about your company the better. Don’t forget – prospecting is not selling! You should simply start with who you are, why you are there and what is in it for them. Assess the situation – find the right time to share a few minutes with them.

These days you never know when or where your contacts or “new revenue opportunities” will pop-up. Changing jobs or locations these days seem to be a sport for many. A competitor today may be the employer of tomorrow.

In closing – as always don’t forget to document everything – inputting information into your CRM platform is what makes you more valuable!

Dave's Fables: CARE

Dave Hamilton — Tue, 29 Jan 2013 20:58:00 GMT

Often during long trips, my mind will spark a random thought. It’s like a little box in my brain opens, releasing a provoking tidbit to ponder…This time the spark was a quote. “The people who make a difference in your life are not the ones with the most credentials, the most money, or the most awards. They are the ones who care.”

I cannot connect this quote back to a specific time or to a life event – however it did start me reflecting. The formula I use, to see if something is worth thinking about, is to pick out one word in the thought that best sums it up. I chose the world “Care”. Then ask yourself – does “caring” affect my family, my friends, my job, or my world in general? If the answer is “yes”, I continue, if the answer is “no”, I delete it and move on.

Next I drill the word down…Does caring mean to…fight for what’s right? – be stronger? – work harder? This direction quickly took me too far afield, where I was going to delete it when it hit me…In this quote, caring refers to the ability or willingness of an individual to listen.

My years as a sales and service consultant/trainer have taught me that perception of caring often is the ability to listen. Pure understanding of the message – no assumptions. Listening that can make or break a relationship (at least that is what my wife has told me for over 30 years). In the business world, listening can be the difference between a corporate compliance or the difference in profit or loss.

Reality Check...One would be hard pressed to find an individual on this planet who has not felt that at one time or another they dealt with an individual that did not listen. We chalk it up to bad service or to a bad attitude. Caring is becoming so important every day – the world has made it very easy for everyone to vent frustrations or occasional praise…You can socially, to tell the world in seconds, with the touch of a button.

Circling back to the quote: “The people who make a difference in your life are not the ones with the most credentials, the most money, or the most awards. They are the ones who care.” Fact… to be better than your competition, to go beyond the expectations of the people you work and play with, and to listen without interrupting! These are the qualities exhibited by your “best” friends, your “dearest” family, and the companies you continue to support.

Moral of this thought: If you take the time to listen – you will have the ability to care. Care spawns trust – trust spawns loyalty! You never know who you are talking and listening to – may be someone who could positively change your life forever!

I love random thoughts…

Social Media Matters, Social Media Matters Not

Holly Zoba — Wed, 21 Nov 2012 16:08:00 GMT

In trying to put some finishing touches on a webinar we are creating to support the HSMAI Certified Digital Hospitality Marketer (CDHM), I read two articles back to back that presented evidence exactly contrary to the other. Or so I thought. Upon closer reflection, I was, as usual, just missing the point.

The first is a white paper released by the Cornell Center for Hospitality Research titled "The Imapct of Social Media on Lodging Performance" and I thought, at last, proof that social media helps hotels. And I was right. The research shows that reliance on traveler reviews continues to grow, and that an increase in your online reputation can increase your ADR and occupancy. Specifically, increasing your TripAdvisor score by one point (on a five point scale) - so for example going from 3.3 to 4.3 allows a hotel to increase its pricing by 11.2% without sacrificing any occupancy or market share. That is kind of a big deal. It also shows that there is the potential for both ADR and occupancy increases when your overall social media reputation improves. The ratio appears to be about 1:1, but varies depending on your scale. Luxury brands are impacted less, midscale brands are impacted greatly.

So that is kind of good news for our Signature customers - the better you run your hotels, the more you can charge!

Then I read an article by Market Metrix titled "For Hospitality, Social Media is Too Little Too Late" which seemed to indicate that all these online travel reviews were really inaccurate. Some research suggests that by 2014, 15% of all online reviews will be paid for. The article also shows that online reviews don't really help hotels measure what might impact guest loyalty. For example, there may be several comments about a faulty remote control, which is a pain but doesn't really equate to loyalty, and no mention of that surly front desk clerk on TripAdvisor which heavily impacts guest loyalty. Bottom line,this article said, better not rely on social media rankings to tell you how your hotel is doing.

But here is the point I missed - while social media - in this case traveler reviews - may not always be accurate, the general public seems to believe them and bases purchase decisions on them. While you shouldn't rely solely on social media to measure and improve your guest service performance, you need to make sure that you are managing your reviews process to reflect positively on your hotel because it matters to your potential customers.

Curious how your service is? We'll shop your front desk for free and send you the results.

Tips for Creating a Captivating Customer Care Community

Ashley Furness — Thu, 23 Aug 2012 13:47:00 GMT

Signature is excited to have guest blogger Ashley Furness, CRM Market Analyst with Software Advice, writing today's post!

Customer self-service communities are among the most effective means for cutting down help desk operational costs. But you can't just flip on the switch. Public knowledge bases, customer groups and discussion forums require careful planning to ensure customers actually want to use them.

Recently, research firm Software Advice interviewed Zendesk Vice President JD Peterson to find out what strategies he suggests companies use to build an effective customer service community. He recommends five major concepts: usability, gamification, employee engagement, measurement and integration with other customer service channels.

Usability

Think of usability as a science, rather than an art. User experience experts know the specific places navigation signals should go to foster engagement, also where customers naturally look to find customer service.

"Don't guess with this kind of stuff," Petersen said.

Designers should also work with marketing to devise titles and headings that are appealing, eye-catching and immediately meaningful to the visitor.

Gamification

Gamification elements are a perfect means for driving self-service engagement, Peterson says. This can include leader boards, score boards, badges and other such features. These recognition signals should award points for engagement activities such as answering another visitor's question, or voting on an answer from another user. This recognizes customers for their contribution and inspires the to come back.

Integration

In order for the self service to work efficiently, Peterson recommends integrating with traditional service channels. He calls this the "escape value."

"If I can't ultimately find the answer I am looking for I need an easy way to get from the community to another channel - phone, or email or live chat," he said.

Employee Engagement

Even if the community is focused on the user, customers will interact more if they know your company is actually listening. Staff should keep a close eye on discussions and chime in if the answer isn't available. Customer service staff can also pick up on valuable customer feedback that can then be shared with product and feature development teams.

Measurement

Only way you will get an effective community is to continually improve it. This is best done through trial and error. Look for trends, such as which topics are getting the most comments and views, reoccurring negative feedback or hot topics people search.

Click here to watch the entire video

Customer Service Skills Improve with Better Customer Service Training

Joe Lipham — Mon, 16 Apr 2012 15:19:00 GMT

Creating an excellent customer service experience starts with providing better customer service training. Customer service skills are about more than good manners! In fact, it takes daily education and reinforcement of good customer service skills to improve and then create lasting changes in behavior.

Take a look at my article in this month's Training Magazine on "Educating a Better Customer Service Representative" for five great tips on how to improve your customer service representatives' skills in order to create the customer experience you've always dreamed of for your company.

Tips focus on topics such as:

Meetings: when to have them and what to share
Culture: why it is important that your representatives fit with your customer-centric culture
Real-time: how to teach in the moment and make a lasting impact

In addition, feel free to download our recent guide that provides six tips to improve customer service today. If you have questions about how to educate your staff or how to improve your service, I'd love to hear them. Post your comments and questions below!

Five Simple Steps to Legendary Telephone Etiquette

Dave Hamilton — Fri, 30 Mar 2012 14:10:00 GMT

“It’s the little things that make a customer interaction memorable.”

If your organization is like most you have sat though meetings or had discussions on procedural topics such as – what is the best or most welcoming greeting to use when answering the phone.

Most of the scripted suggestions presented are creative and all have the best intentions. Here’s where and why the rash often starts. Policy setters rarely come to a consensus on an approved greeting. Personal taste and preferences never align so what often happens is the highest ranking position or officer in the meeting finally says: enough is enough, you all are driving me crazy – just say this… or keep what we got.

There is a healthier solution.

Start by understanding there is no need to create a feeling of flowers, rainbows and confetti during the opening dialog. Here’s a few of my favorite “happy greetings” I heard over the years: The leaves are turning, the fires are burning, how may I direct your call – The sky’s are blue and we love you – and my personal favorite comes from the great city of New Orleans LA…Good morning, Laissez Les Bon Temps Roulez at the _______ . Say that 500 times a day and still love your job.

Let’s get healthy: Here is a five step formula that will help your organization become better than your competition and will increase compliance because it contains what I call “professional flexibility.” The understanding that one’s ones heart must shine through. Read on because the uniqueness or magic of this greeting comes at the end.

Here’s your 5 step legendary telephone etiquette formula for success:
1. Open with Good _________
2. Where you are
3. Who you are
4. Offer of Assistance

It might sound something like this: Good morning, thanks for calling Signature Worldwide, my name is Dave…How may I be of assistance or how may I transfer your call?

Now for the magic I’ve mentioned earlier. Once your say step number 4. Listen carefully to what the caller says – you can learn so much about a person during their request statement. Your response should be: I will be glad to transfer you or, I would be glad to assist you. If you listen carefully the caller more times than not will say “thanks.” Pause and respond with: You are welcome. That’s magic step number 5.

Seems so simple doesn’t it! Reflect back, how often you have been left hanging with no response to your polite thank you gesture – you simply were blasted into cyberspace and forgotten.

Please, reintroduce simple politeness back into your organization. Start with the telephone then let it spread. Weren’t we all taught to say please and thank you as children? What happened?

Does your company have an approved greeting or do you have a great story to share about a greeting you’ve received? I’d love to hear about it, so leave a comment below.

Lessons Learned from the Staff Meeting

Dave Hamilton — Thu, 15 Mar 2012 19:07:00 GMT

A trained eye and ear can tell much about an organization by listening to a weekly staff meeting…as a training provider we make it a point to as often as possible to attend our client’s staff meetings. This is one of the many reasons why the training and consulting we do actually sticks.

The Sheraton Four Points Biloxi is a great example of a staff meeting done right. Six months ago this organization won the Signature Worldwide $50,000 Hotel Sales & Service Training Makeover Contest. Hundreds competed across the United States – this is just one of the reasons why they won.

Their weekly staff meetings like most organizations address the weeks operational & commutative specifics: Four Points by Sheraton – Biloxi has re-prioritized their meeting agenda making employee development primary and operations secondary.

Signature Worldwide has preached for years “if you don’t move your people forward – you can’t move your business forward” Here’s proof positive! Senior management now holds their departmental leaders responsible to report weekly on the utilization of coaching, monitoring, and employee action planning…in all departments – across departmental lines. This staff meeting was not only motivational but positioned the customer as the key to success.

I came to this meeting armed with the latest on-site property evaluation in hand that reflected a narrative and scored criteria of skills trained for 5 specific areas of guest contact – arrival, departure, guest request, passing by, and complaint handling. As I reviewed data, the leadership response was not defensive but responsive. There was an attitude that reflected and reminded me exactly why this organization won the contest. They simply want to be the best. Yes, indeed there were a few hiccups in the report…no excuses were made, no protective posturing – just quick discussions followed with a corrective plan, personal commitment and a due date. Departments helping Departments – what a concept.

I left this staff meeting knowing that in the weeks and months to come, as Signature Worldwide introduces new skills, the Four Points Biloxi will keep challenging themselves to be the best. It’s for sure that the market and world will keep changing, the leadership of this organization has chosen to adapt, grow, and lead.

A Ride in the General Manager's Seat

David Lightman — Wed, 07 Dec 2011 15:23:00 GMT

With the announcement of our Legendary Hotel Makeover winner’s legendary gains, I wanted to have a chat with Kenny Glavan, General Manager of the Four Points by Sheraton Biloxi. His hotel has begun their training process and I wanted to check in to see how things were going so far – the good, the bad and surprising. So far we have delivered Legendary Leadership, Service Edge, Service SkillKit, Transient Edge and Client Centered Sales training. Let’s see how they are doing with all the modules so far!

Signature Worldwide: We kicked off the training program with our Legendary Leadership class because we believe the success of any training program is directly related to the leadership skill set of the management team – what were your impressions of this class?

Kenny: It was an incredible experience. I think the in-depth self assessment was a surprising experience for the participants because they realized that what they intended to communicate was not always what was heard. The way they express their point of view may shut someone down, or it may encourage them to open up. It really made everyone stop and think about the way they do things, and consider maybe there was a new way that could get them better results.

Signature Worldwide: Have you seen any impact after the training?

Kenny: Absolutely. I think the impact of the class rocked some of their worlds. It pushed them outside their comfort zone and really tested them. I would recommend that you include a follow up call about a week later because a few people were really questioning their leadership skills after the class. I had to communicate to them that the assessment wasn’t a knock on their skills, it was showing them several different approaches they could take. I think they were a great group before the class but I think they are stronger, more self aware of how they are communicating and more effective after going through that experience.

Signature Worldwide: The next area we focused on was customer service with ourService Edge and Service SkillKit training for the front desk, housekeeping and F&B – how was that received?

Kenny: It was a terrific experience. The trainer, Dave Hamilton, created a relaxing environment. His delivery was great and he formed such a relationship with the staff that it seemed like they worked harder because they didn’t want to let Dave down! The staff really enjoyed the classes and I hear the impact of the class everyday. They are better with customers, and I also hear employees talking in the break room about “legendary service” all the time now, that’s our new buzzword – Legendary!

Signature Worldwide: We also introduced our Service SkillKits – what do you think of that concept?

Kenny: Brilliant. It seemed a little complex, but after you start working with it, it isn’t complicated at all. The skill kits follow a format and give every department a tool to have daily discussions with their staff about great service. The daily activities are short, interesting and give us some new insights.

Signature Worldwide: We sometimes hear that having daily conversations with your staff about service is asking a lot, what do you think?

Kenny: We finish those daily meetings and the associates say: “that’s it? We want more!” They want to continue the conversation and they do. It’s a great way to make sure that service stays on everyone’s mind after the training and because the skill kits tell you what to talk about, it’s really pretty simple to do and it just becomes a part of your routine.

Legendary Hotel Makeover Recipient Sees Dramatic Gains!

David Lightman — Mon, 05 Dec 2011 15:30:00 GMT

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.

Since we’ve began working with our friends at the Four Points by Sheraton Biloxi Beach Boulevard, we’ve had the privilege of watching them grow into a staff that not only wants to “be the best in the worst way” – but a staff that demands excellence. We’ve worked with them on our best, including Transient Edge, Service Edge, Service SkillKit, and Social Media Edge (among others). They, in turn, have turned it into something amazing that is not only getting rave reviews from their biggest critics (the guests), but is now getting them recognized by Starwood Hotels.

We’re proud of our Legendary Hotel Makeover recipients, without a doubt. But what does their GM, Kenny Glavan have to say about it?

“Our recent jump in Guest Loyalty Composite to a lofty ranking of 3rd and being highlighted by Starwood in the monthly recognition circle is evidence that the Signature Worldwide training has paid tangible dividends in a short period of time. There are no short cuts to providing an excellent guest experience. However, Signature’sLegendary Service training blazes a wide and easily followed path of amazing interaction between guests and associates that raise the service standards in our industry and motivates all to be number one.”

Congratulations Kenny and everyone at the Four Points by Sheraton Biloxi – you deserve the recognition that you’re getting! Come back to the blog later this week for the first half of my interview with Kenny about the Makeover process!

Training Sessions Are Like A Box of Chocolates…

David Lightman — Fri, 28 Oct 2011 14:40:00 GMT

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.

Every employee makes eye contact and smiles, which lends the feeling of relaxed luxury from every nook and cranny of this hotel. When I got to my room the view continued with views of the beautiful Gulf. I mention this a lot because I have never seen the Gulf before. This certainly is a nice treat for me!

Training sessions are like a box of chocolates: you never know what you are going to get. As facilitators/trainers we embrace the variety that comes in the box…and you end up with just the right mix. That’s what the sales team at the Four Points Biloxi did for me. This is an energetic, knowledgeable and passionate group and open to learning new skills. They are excited about their hotel product, the advantages their hotel has over the competition, and they are passionate about their hotel and their guests.

Each one brought their own unique hospitality background to light in our Client Centered Sales™ program. The team enjoyed learning new approaches to the sales process and discussing how these skills will work for their particular markets. They each did a great job on their pre training shop calls, so our goal was to kick it up a notch — smooth out some transition phrases, add some verifying questions and “what else can I do for you today” phrases, and we were on a roll! Kara, Jamie and Fallon thoroughly enjoyed the role play components of the sessions. They were honest in their critique of each other and it was wonderful to hear their new skills being used.

While this team has always been client centered, adding these new skills to their tool box will put the hotel over the top. I have every confidence that the team will continue to use these new skills and score very well with their follow up shop calls. Thank you ladies for your energy and enthusiasm and adding to my enjoyment of my first time in Biloxi, Mississippi.

Preparing and observing training from an Account Manager’s view

David Lightman — Wed, 26 Oct 2011 14:41:00 GMT

Written by Amanda Herder

It has been a wonderful experience to coordinate each upcoming training event with Kenny Glavan, General Manager, and Kara Adkins, Assistant Sales Manager of the Four Points by Sheraton Biloxi. With each passing week comes an exciting new training event with one of our many skilled Signature Worldwide trainers.

Just recently, I worked with Kenny and Kara to coordinate their next training event;Service Edge™ training and the introduction to our Signature Worldwide Service Skill Kit™ which was being delivered by our Senior Vice President, Dave Hamilton. On occasion, we get the opportunity to see “it all come to life” and I had that opportunity and was able to accompany Dave and attend the training event.

It was about as magical as it could get! Dave got the tables set-up with name tents, participant guides, scented markers, splash balls and noise makers to create a fun learning environment. Dave had upbeat music playing as the participants walked in the room and you could see their eyes get really big and the excitement on their faces was evident. Once the participants found their perfect seat, Dave welcomed everyone and introduced himself and started to deliver a fun, inspiring and results-driven training event.

When the majority of your client interactions are over the phone, it’s a whole new experience to meet your clients face-to-face. Spending time in Biloxi not only gave me the opportunity to “put a name with a face” but it also gave me the opportunity to see the participant’s faces as the “ah ha!” moments hit them and the light bulbs went on above their heads.

From the eyes of an Account Manager, the Four Points by Sheraton Biloxi could not have been more engaged and receptive of the training that Dave provided for them. As people left the room, it was great to hear remarks like, “That was the best training I ever had”, “He was a great trainer who explained things well” and “What an awesome training event!”

It Only Gets Better From Here...

David Lightman — Mon, 17 Oct 2011 14:48:00 GMT

Written by Kristy Westfall-Moyer

I just finished my second day of training with this team and I am already sad at the thought of leaving as they all feel like family now! People here are so nice and accommodating, they really make you feel like part of their big family.

We started our first morning with an all employee daily meeting lead by GM Kenny. It was a great session where he talked about mistakes as learning opportunities and that you if you aren’t making mistakes, you aren’t doing anything.

It was a nice way to start our session, as a lot of what we talk about in Transient Edge^® is new, and change can be hard. We listen to pre-recorded calls to see how we sound currently so we can build from there and those can be tough as people feel they have “done it wrong” or “sound horrible”. We use those calls simply as a way to show where we are now. They were not mistakes – we get to use them as learning opportunities and grow.

We spent the day talking about how to make our initial impression (incoming reservation phone call) of our guests to a legendary level. At this hotel more than 50% of their business comes through the phone, so that is a smart place to start.

In one day we went from sounding friendly on the phone and offering the best rate we could find the customer, or transferring them to a central line, to committing to keeping as many calls on property as possible and spending a little more time with our callers and really building a relationship.

We decided it was a good idea to talk to our potential guests and try to make a connection so they would like us and think of us as a fun and friendly place to be and ultimately choose our hotel. We practiced finding more out about the guest and why they were coming to Biloxi so we could build value by painting a picture and personalizing what their experience could be if they stayed with us.

We talked about how the two main rules of sales training, including getting the customer to like you, as we buy from people we like and asking for the sale since the customer called us and sooner or later needs a place to stay. We might as well ask them to buy from us what they called about in the first place! If you ask you shall receive…we addressed both of those crucial points in our Transient Edge^® program: how to get the customer to like us and how to ask for the sale, so we can get it! It was a super day!

Day two kicked off with the same front desk group and we spent some time talking about how to find out what a caller’s true objections are and how to handle those concerns and ultimately overcome those objections and ask for the sale again. We talked about how we are here to help people buy and by uncovering any potential issues; we are helping them to make a decision.

We ended our front desk training with covering upselling and talked about all the reasons to upsell, who all it benefits; what it does for us, what it does for the guest and what it does for the hotel. By offering upgraded views and room types or offering to make packages or special arrangements or making a reservation for the guest in our restaurant, we all win in experience for the guest and revenue for us. More money leads to hundreds of great things for all!

My afternoon session was spent with some friends from the fantastic F&B team and we also covered upsell. Again, we talked about how everyone wins when we upsell consistently; the guest gets to try something new or maybe something they didn’t know we had, we make more money as does the hotel!

We learned that if we could just sell two more appetizers, drinks and desserts/sides per day (just 2 of each per day, not per customer!) we could add more than $150 to our paychecks each month and nearly $100K in revenue for the hotel, annually! Just by simply offering someone a little extra so their dining experience is even more memorable. It adds up quickly!

It was an eye-opening session and we discussed when and how to upsell and how to avoid overselling. It is part of our jobs and everyone wins!

I spent some time with GM Kenny after my final class and am completely convinced that he is ready to lead this team to more victories! He is a terrific leader and completely committed to his team and to this Hotel Makeover. I know he will get instant and long-lasting results and will see his business grow times ten!

Thanks again Four Points by Sheraton Biloxi- you are amazing! Best of luck, I look forward to seeing your great results!

Memories and Expectations

David Lightman — Wed, 12 Oct 2011 15:10:00 GMT

Written by Kristy Westfall Moyer

WOW! I’ve been at the Four Points by Sheraton, Biloxi Beach Boulevard now for 2 days. As I mentioned in my last post, I was really excited to get to be included on this project as I love to help companies who are truly devoted to making their companies even stronger by investing in their people through training.

Once the winner of Hotel Makeover was announced and I learned the location, I was personally (and selfishly!) even more excited as I spent a lot of time in my childhood in that part of the US but have not visited since hurricane Katrina and really wanted to experience a post-Katrina south.

Nothing can really compare you for that first glimpse of “what was” but what shocked me most was how I instantly moved from noticing “what was” to WOW, they have come so far and worked so hard to recover and rebuild an amazing beach town.

The beaches are pristine and beautiful and the historic buildings are restored and businesses are going up all around. The casinos are big and booming and I could feel in the air the loyalty the locals have for their beloved Biloxi and come hell or high water (which both came during Katrina), they were going to survive and thrive. And they have!

My experience at the Four Points by Sheraton, Biloxi Beach Boulevard was amazing from my first step in the hotel lobby (it was amazing outside too as the location is right on the beach and the building is new and lovely)!

Within seconds I was greeted warmly by a lovely front desk team and within seconds this team got to see how needy I am! From laundry to printing and copying to directions to who to contact about some stray cats that were across the road in a spare lot (I am a crazy cat lady) that needed to be saved to taxi/shuttle service, they got to know me very well, very quickly!

And I got to know them all very well, very quickly and this team is warm and genuine and friendly and truly caring about you as a person, not just because they have to since you are a customer.

No matter whom I encountered (most of them not yet knowing that I was their Signature Worldwide customer service trainer for the week!) I was greeted with smiles and well wishes. I called our account manager, Amanda, after my first evening to confirm that I was indeed in the right place! I asked her if they really needed us and how could I help them improve when they are already so darn good!

It turns out that they do need us – need being a subjective word of course. They need us as in they want to be the best and they want us to help them kick it up a notch. Nothing was broken – they were just craving more and asking us to help them find and take that next step. What else could they do to create amazing experiences for their guests? How could they do this on a consistent basis and grow their positive reputation and overall business?

That is a pretty neat place to start, in my opinion. Though I admire and give kudos to any company who takes the first (and hardest) step of realizing and admitting they need some help, it is a true pleasure to work with a group of people who have already taken those steps and are just looking for the next set of stairs to climb! That was my initial read of the Four Points by Sheraton Biloxi.

They have amazing leaders in place who want their employees to be successful, and it shows. My experience as a guest was lovely. And I cannot believe it is page two of this post and I have yet to mention the food since I am such a foodie!

Their food is amazing! G.T.’s has a welcoming and fun atmosphere and their specials are truly that. This is not typically the case with hotel food! You can count on hotel food, usually, to be consistent and fulfilling but rarely is it lick- your-plate yummy. Not that I would do that, of course, well never in public which is one of the reasons I love room service!

My favorite happens to be on the dessert menu- surprise surprise, and after my 4th night of ordering Zeppole doughnuts I was praying that a different person would answer the phone and take my room service order so they wouldn’t catch on to my doughnut addiction!

Anticipating the Legendary Moment

David Lightman — Mon, 10 Oct 2011 15:15:00 GMT

by Kristy Westfall Moyer

I’ve been looking forward to this moment all year! Ever since I heard the brilliant idea of the Hotel Makeover, I’ve been dropping hints about being part of the project as I love makeovers of all kind! And, I love the idea of a business that wants to put in the time to really make a difference for their employees, guests, owners, etc.

When you join the Signature Worldwide team you can see instantly how what we do does make a huge difference for our partners. Employees are happier as the happiest employees are the employees who know they are well trained; they know what is expected of them and have the tools to do their jobs well.

After Signature Worldwide training employees are more confident and empowered and they can clearly see how they play a crucial part in the overall success of their company. They are all salespeople. They are all the director of first impressions. When the employees are happy, their customers are happy and the company will thrive. It is (typically) that simple! Signature Worldwide helps all of this to happen so we feel pretty lucky.

After 10 years and counting with this very special company, I have been very fortunate to not only see and hear the difference that we get to be a part of; I also get to feel it, everyday.

I am most looking forward towards this feeling part as I prepare for my trip to the Four Points by Sheraton Biloxi to begin my part of the Hotel Makeover project. I just know I am in for a treat to get to work with a group of people who have the desire to make a real change and am can’t wait to feel the energy and dedication this team is exerting on their road from good, to great, to becoming legendary.

Taking Learning Out of the Classroom and Into the Workplace

Holly Zoba — Fri, 07 Oct 2011 15:17:00 GMT

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.

Think of our skill kits as a tool box that will enable you to continue to build your service culture year round. Managers can use these five minute mini service activities as daily shift meetings, at department meetings, and even in one on one coaching with their employees.

In the training session, we provide the skill kits but then we spend time practicing the delivery of these kits. Sometimes the activity is a story, sometimes it is a quote, sometimes it is simply a question for the group to ponder. Every activity points back to one of the service elements everyone committed to bringing to life in the first service edge class.

Its important that once you deliver training in a classroom setting, that you continue to reinforce it every single day with your staff. Otherwise you are telling them it doesn’t really matter to you. However, if they go through the training and they see you talking about the skills the next day – and the next week – and the next month – pretty soon it simply becomes a part of your culture. Take a look at this video to see an example of a supervisor practicing the delivery of a skill kit activity.