Customer Service and the Independent Food Stores

Some of issues addressed in this workshop are:

• Are your managers and employees on the same page regarding promoting your store in the community?
• Does your management and employees know how to present themselves when they are in social and business situations?
• Have you constructed an elevator speech for them?
• Are your employees acting professionally both in the store as well as towards their colleagues?
• Are you running a transparent organization?
• Do your employees feel they are being listened to?
• Do they feel empowered to deliver “Outrageous Service”?
• Is there a morale issue in your organization?
• Do your employees love what they do?
• Do you know what you contribute to the community?
• Are your employees aware of what you contribute to the community?

The event can be either a 2 day or 4 day process

• The first day is the prep day where I meet management, get a feel for the challenges etc.. of the operation, and map out a strategy for the workshop.
• The second and third evenings are for the workshops
• The Fourth day is a follow up and assessment day, where each manger reviews their notes for change, and identifies immediate action steps.

It is essential that the entire team be made totally transparent, and that everything is open for discussion. There has to be a complete buy-in from all management participants, and that management are present during the workshops, no exception

This workshop is usually done over a 2 evening period, although in the case of Olds Co-op, they closed down the store, and I was able to cover all the employees in one evening.

In the case of Winkler, I provided 2 identical workshops over 2 nights to accommodate all their employees from the various retail operations.

The objectives of these workshops were:

• 1) To empower their employees in "thinking outside the Box" regarding outrageous customer service.
  
  
• 2) To convince the employees that they were the BEST, and they worked for the BEST organization in the area.
  
  
• 2) To give the employees a wakeup call and an attitude adjustment regarding the Co-op and the imminent competition.
  
  
• 3) To convince employees and management that this was not simply a "Pump Up" and that it would be an ongoing process.

My message was straightforward and blunt, although presented with a great deal of humor, and I got the attitude session across to employees in a very forceful way. One of the highlights of these sessions was:

• 1) The series of breakout sessions featuring all the departments, during which time, I had them brainstorm ideas on how to improve the service in each of their departments.
  
  
• 2) Each department had to come up with a list of "to do" items with a timetable to get them done. These items will be followed up at their weekly meetings.

Comments from participants have been overwhelmingly positive, and they intend to have me return in 6 months to do a review of their progress, and map out further strategies.

Read a testimonial from Buy 'n Fly IGA, in Labrador City, NF, to show how Roy can help you re-invent your Image and Brand here.

"Roy presented his workshop over a two evening period which meant all our employees could attend. He tackled all of our concerns and more, including a breakout session where every group had to come up with two things that we excel in and two things that we could improve on. All the employees really enjoyed Roy’s presentation as we could tell that evening and by the comments we had heard over the next few days.
Roy made us all realize we need to enjoy what we are doing and we need to thank our customers as they are the reason we are able to work in such a great store. I highly recommend his services, and look forward to further contact with him."
Trevor Livingstone - General Manager
Rocky Mountain House Co-op Association Ltd.

"Meeting planners will find Roy a gem to work with! He walks the talk of
customer service. Roy provided customized goods to the audience, on time,
and in a sensitive and informed manner. He treated CHFA members as his
valued customers. They laughed, learned and took away concrete useable
information. That's a successful session!"
Susan Bergman
Manager, Membership & Educational Services
Canadian Health Food Association

Heritage Co-op (Jan 2006)
"Roy's hard hitting attitude sessions will help us in our efforts to compete in a very competitive retail environment. If you need to educate or re-educate your employees on the fundamentals and importance of excellent customer service then I would recommend Roy Prevost." Read the full testimonial here."

Read other testimonials about this workshop here.

For more information contact me here.

If you are interested in finding out more about my workshops or in scheduling a presentation, please request a complimentary consultation here.