2015 aussie skydiving tour - developing womm
TRANSCRIPT
EXCEEDING EXPECTATIONS
Antigua
MY PHILOSOPHY
WORD OF MOUTH MARKETING
#PIA2015
CUSTOMER SERVICE IS YOUR BEST MARKETING PLAN
THE POWER OF THE SMARTPHONE
SKYDIVING IS EVOLVING
CAN WE AFFORD NOT TO AMAZE THE CUSTOMER?
A CUSTOMER SERVICE COMPANY
• GETTING A REFUND
• 2+ HOUR PHONE CALLS
• 9 HOUR PHONE CALL
• BECKY JOHNS @ SXSW
• CALL AT MIDNITE
YOUR DREAM DATE
SCENARIO:
INTERACTIONS• Website
• Parking
• Cleanliness of restaurant
• Greeting by Host / Hostess
• Length of time to get a table
• Time it takes to place drink order
• Cleanliness of Bathrooms
• Time it takes to place an order for food.
• Time it takes to receive food.
• Quality of food
• Interactions with server
• The Closing
#PIA2015
20 DZ CUSTOMER TOUCH POINTS
Road Signs Parking Lot Check-In Training
Website PhoneSocial Media
JumpsuitsInstructor Videographer Plane
Ascent Free Fall Wait Time for Media
Media Closing
Wait Times Bathrooms Hangar Snack Bar
TAKE OWNERSHIP
• Everyone is on stage - put on a show!
• Appearance
• Handling problems professionally
• Non verbal communication
• Language
• Never focus on negative!
We have the PRIVILEGE to give someone a GREAT DAY that will last a lifetime. Sear yourself in their memory as being
the best you can be.
Passionate People
"Uninspired people rarely do inspired work. Passionate people in an organization are different. They do ordinary things extraordinarily well......."
"Customers don't have relationships with organizations; they form relationships with individuals. Passionate employees, whether they are salespeople, technicians, or service reps, constantly show their commitment to customers. They do this by demonstrating their passion about what they do."
CUSTOMER SERVICE IS YOUR BIGGEST MARKETING PLAN
Closing 3 Takeaways
3 Improvements You Can Make3 Values
FRIEND ME ON FACEBOOK!
DropZone Marketing
facebook.com/DropZoneMarketing