complaint resolution episode 1 1. introductions your presenters –nate cook- performance trainer...
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Complaint ResolutionEpisode 1
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IntroductionsIntroductions
• Your presenters– Nate Cook -PERFORMANCE TRAINER
– Angela Dowden -PERFORMANCE TRAINER
– Mike Hobson -BRAND PERFORMANCE CONSULTANT
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• By joining us today, you are in compliance with Drivers Ed requirements!
• Questions? Please email us at [email protected]
Welcome to Drivers EdWelcome to Drivers Ed
• A hotel training system designed to be used by the manager at the property.
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• Created by Choice Property-Level Performance department to help the manager drive performance.
• Designed to help you engage the staff & increase the quantity and quality of guest interaction.
• Helping you make hospitality fun!
Today’s AgendaToday’s Agenda
• Drivers Ed – General Overview
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• Choice Guest Insight System (GIS)
• Using your Manager’s Toolkit
Drivers Ed – The ConceptDrivers Ed – The Concept• The next generation of Be Our Best The next generation of Be Our Best
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• A training approach emphasizingA training approach emphasizing– Manager involvement (pre-shift meetings)Manager involvement (pre-shift meetings)– Positive reinforcement (continuous coaching)Positive reinforcement (continuous coaching)– A flexible training “system”A flexible training “system”
• Evolves as our needs doEvolves as our needs do• Supports brand initiativesSupports brand initiatives• A series with multiple episodesA series with multiple episodes
Send your ideas to: [email protected] your ideas to: [email protected]
Why “Why “DriversDrivers” Ed?” Ed?• Emphasis on the key drivers of guest satisfaction
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• Based on data collected from the Choice Guest Insight System (GIS)
• What we’ve learned about what it takes for guests to recommend your hotel to their friends (LTR)• Staff Service
• Overall Condition of Room
• Quality of Breakfast
• Outside Appearance of Hotel
• Safety & Security
With each EpisodeWith each Episode
Manager’s Toolkit• Coach’s Guide
– General Framing
– Specific Tips
• JumpStarts
– 3 JumpStarts
– Additional Ideas
• Extras
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Kick-off Webinar• Introduce the episode
• Explain key points and tools
• Discuss brand-specific issues
• Compliance with Drivers Ed requirements!
Guest Insight System (GIS)Guest Insight System (GIS)
• Available on ChoiceCentral:
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– From the Resources menu, select Guest Insight System
• Property-specific guest survey data
• Updated monthly
• Information is available in:
– Dashboard Format
– Detailed survey data – by question and time period
Accessing GIS Tools from ChoiceCentralAccessing GIS Tools from ChoiceCentral
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GIS BrochureGIS Brochure
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GIS as a Measurement ToolGIS as a Measurement Tool
Why should I look at my
GIS report?
What should I look at?
How often should I
check GIS?
See how your property performs:• At a point in time or over a period of time• As compared with the overall brand
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It’s all important, but pay particular attention to:Question 3: Hotel RatingsQuestion 4: Likelihood to recommend (LTR)Question 5: Problems reported during stay
Monthly – on or after the 10th of the month.
Why Complaints MatterWhy Complaints MatterGIS results show that:
55% of guests that do not experience a problem during their stay will rate likelihood to recommend as a 9 or 10.
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• But even if guests do report a problem…
45% of these guests will still rate LTR a 9 or 10, if the problem is resolved during the stay!
• In 2006, 208,335 mid-market guests (28%) reported a problem during their stay.
• 40% said that the problem was not resolved to their satisfaction.
Higher Likely to Recommend (% Rating 9-10) for Higher Likely to Recommend (% Rating 9-10) for Problem Resolved vs. Problem NOT ResolvedProblem Resolved vs. Problem NOT Resolved
44%
13%
0%
20%
40%
60%
80%
100%
Problem was resolved Problem was not resolved% R
ati
ng
9-1
0 o
n L
ike
liho
od
to
Re
co
mm
en
d
Based on 213,096 guests that reported a problem during the course of the stay in 2006
Source: Guest Insight System, January – December 2006 13
Episode One – Complaint ResolutionEpisode One – Complaint Resolution
Three Focus Areas (Jump-Starts)
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1a - Capture the complaintMake sure we hear about the complaint before the guest leaves the property.
1b - Address the person before the problemListen, empathize & connect first!
1c - Consider your optionsAnticipate unavoidable complaints and have an action plan ready.
Ideas? Suggestions? Ideas? Suggestions? [email protected][email protected]
1a. Capture the Complaint1a. Capture the Complaint
• The Point:– Human nature works against us. Nobody “likes” to get complaints!
– We’ve all been there – it happens to the best of us.
– Good news – it’s not hard to exceed expectations!
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• The Goal:– Create a complaint-welcoming environment – using words and actions
• Speed Bumps:– Employee mindset is to not get complaints.
– Understaffing will inhibit your success.
1b. Address the Person first1b. Address the Person first
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• The Point:– Human nature is to “fix things”. We want to be fast & efficient in an effort
to take care of the guest.
– But… with family and friends, we naturally focus on “fixing the person” first.
• The Goal:– Connect with the guests first and let them know we “get it”. First show
them “we care” then show them we’re effective.
• Speed Bumps:– Employees will be worried about making the problem worse by emphasizing the negative.
– Employees often think guests are “too busy” and just want the problem resolved.
1c. Consider your Options1c. Consider your Options
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• The Point:– There are some problems that can’t be solved.
– Why not prepare for them in advance so we aren’t blindsided when we’re busy.
• The Goal:– Anticipate inevitable complaints and prepare a game plan in advance
• Speed Bumps:– Natural resistance to proactively seeking complaints that are unavoidable
– Staff’s mindset is more reactive than proactive
Coach’s Guide - TabCoach’s Guide - Tab
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Coach’s Guide – Coach’s Guide – episode 1episode 1
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JumpStart TabJumpStart Tab
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JumpStart 1aJumpStart 1aJumpStart 1a:
Capture the Complaint
JumpStart 1b: Address the Person before the Problem
JumpStart 1c: Consider Your
Options
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ExtrasExtras
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Added “Extra”Added “Extra”
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Available on the LMS
http://choice.tracorp.com
Before we go…Before we go…
• We want your feedback and input– Success stories
– Best Practices
– Ideas & Suggestions
• You could be featured in the Times!
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If you were unable to connect to the webinar through your computer…
Drivers Ed - Episode 2: “Staff Service”