The San Marcos Area Chamber of Commerce has partnered with Ron Terry, Business Performance Strategies, to bring you an opportunity to find out how you are measuring up to your competitors and how to provide the best customer service possible.
In signing up for this package, you will receive a Professional Mystery Shop conducted on your business with a follow-up analysis and Customer Service Training Workshop that uses the mystery shop data to help you create more value for your customers and bring new ideas on retaining existing customers and attracting new ones.
"It’s arrogant for a company to believe it can deliver the same sort of product that its rivals do and actually do better for very long."
-- Michael Porter
- good customer experience is told to 8 other people - a bad one to 22 other
- 70% of customers who switch to a competitor do so because of poor service
DETAILS
The Mystery Shop
A professional shopper will pose as an everyday customer and experience your business along a number of dimensions. Some criteria usually included in the mystery shop are:
- Facility layout
- Cleanliness
- Organization
- Employee attitude
- Employee responsiveness
- Employee product knowledge
- Transaction and wait times
How it will help your business:
- Improve customer service
- Monitor compliance with procedures
- Enhance employee sales ability
- Reward valuable employees
- Identify training needs
- Measure training effectiveness
The Customer Service Training Workshop
To be held May 7th from 9:00am - 11:30am in the Chamber's Board Room, 202 N. C.M. Allen Pkwy., San Marcos, TX (map). In the Customer Service Training Workshop you receive your mystery shop report and have the opportunity to analyze the results.
Additionally, you receive ideas on how to improve your customer experience. The focus is on:
- Designing more valuable experiences
- Creating more loyal and profitable customers
- Developing more productive employees
How it will help Your Business:
- Define customer value
- Enhance the customer experience
- Identify loyalty building emotions
- Increase employee productivity
- Improve sales and delivery processes
- Develop customer loyalty
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"The retail customer experience must elicit an emotional response. Emotions make it memorable. And that memory will keep your customers coming back to your door again and again.”
--Hurlbut and Associates (Retail consultants)
- 90% of unhappy customers will not buy from a company that disappointed them
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COST:
$300 - Regular Registration
$225 - Early Bird discount if you RSVP and pay by 5:00p.m. on Friday, April 9th
OTHER INFORMATION:
All regular reservations and payments must be received by 5:00p.m. on Friday, April 16th.
Only one business per industry* can participate in this opportunity, so make sure you reserve your spot today!
The Customer Value Training Session will be held from 9:00am - 11:30am, Friday, May 7th in the Chamber's Board Room at 202 N. C.M. Allen Pkwy., San Marcos, TX 78666 (map).
Contact the Chamber today at 512.393.5900, or email us, to reserve your space!
SPONSORED BY:
*Competing businesses cannot attend the same Customer Value Training Session, ex: two or more dry cleaners, two or more banks, two or more shoe stores
Ron Terry is a partner in Business Performance Strategies. His company helps small businesses increase profits by improving customer retention.You can visit their Website at www.BPSsuccess.com
His corporate experience includes work with companies such as: General Motors, Cooper Industries, NASA, the Federal Aviation Administration, Electronic Data Systems and Sprint.
Ron received his undergraduate degree in social sciences from the University of Michigan and his Ed.S. from Wayne State University in Detroit.
He lives in San Antonio with his wife, Sarah, and their chocolate lab, Bubba.
