Content about Signature Worldwide

February 7, 2012
Create an Uplifting Service Culture

Service is what sets us apart these days. It is not just about technical aspects of product or service offerings any longer. However, employees are the real differentiator. Are they delivering legendary service on a consistent basis? How do you change your service from a function to a passion? Create a service culture.

By Kristy Westfall Moyer, Signature Worldwide

Want to get the best from your employees? Create an environment where customer service isn’t just the name of the game—it’s a way of life.

January 13, 2012
You Like Me, Right? I Mean Really Like Me?

We want our clients to like us. Sometimes we assume they like us, or that we satisfy, delight, inspire, them. But do we know and can we ask? It’s always nice to check in and confirm what we know—in all of our relationships. Head off a small problem before it’s a big one. And just like being thanked—it’s always appreciated.

By Julie Bennett, Training Account Manager, Signature Worldwide

We want our clients to like us. Sometimes we assume they like us, or that we satisfy, delight, inspire, them—add in your word du jour. But do we know and can we ask? It’s always nice to check in and confirm what we know—in all of our relationships. Head off a small problem before it’s a big one. And just like being thanked—it’s always appreciated.

November 10, 2011
Trainer vs. Mentor

Do you have a trainer or a mentor in your department? Do you properly mentor the new employee for their role, or just train them for their everyday tasks? Are you doing your best to ensure that the value of providing legendary customer service is as important as the tasks associated with the position?

By Joe Lipham, Training Account Manager, Signature Worldwide

One morning while working in my former position as a human resource director for a resort, I was finishing my daily coffee run when my front-office manager, Kate, approached me. She was relatively new in her position and usually was full of ideas and had lots of energy—she was ready to make her mark on the organization! Unfortunately, I could see on this occasion that she was looking a little down.

October 13, 2011
Creating a Culture of Lifelong Learning

Creating happy and loyal employees who will create happy and loyal customers happens in a culture of lifelong learning. Remember to include the fundamental importance of visible leadership, role models, and “champions” of the cause within the organization.

By Kristy Westfall Moyer, Training Account Manager, Signature Worldwide

“An investment in knowledge pays the best interest.”—Benjamin Franklin

Whether you are a customer-centered or an employee-focused company, success hinges on sustaining a culture of lifelong learning. Happy employees equal happy customers, and in study after study, they show that the happiest employees are the well-trained ones who receive ongoing education.

September 13, 2011
Social Media: Is It Worth Your Time and Resources?

The answer is a resounding “Yes.” The Internet and various social media platforms give us the ability to interact with anyone who chooses to engage with us. There are many tools available today to use in communicating with your customers. Consider asking members of your team who are already knowledgeable or engaged in social media to assist you by being a voice of the company.

By Dulce Gonell-Holderby, Training Account Manager, Signature Worldwide

Did you know that Skittles candy has more than 16.7 million likes (fans) on Facebook? California Pizza Kitchen has more than 112,000; just five months ago, the number was less than 30,000. And what about Under Armour? It now has 700,000-plus fans and its Facebook pages have some of the best graphics I have ever seen for fan pages…talk about “Charged.” Check them out.

August 11, 2011
The Lifetime Value of a Customer

Do we sometimes look at our customers for their one transaction and not their lifetime value? Maybe they are only spending $100 for their room tonight, while others are paying twice that. Maybe our attitude toward them reflects that. If we could see their personal tote board, what they have brought to us in the past and what they can bring in the future, we might treat them in a manner that says, “Thank you, we appreciate it.”

By Julie Bennett, Training Account Manager, Signature Worldwide

July 1, 2011
Refocus Your Training on the Basics

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. Next, combine this new culture with an ongoing reinforcement and coaching plan that continues to give your staff additional tools they will need to be successful from the “Hello” at the beginning of a relationship to the ending, “Thank you, is there anything else I can do for you?”

By Dave Hamilton, senior vice president for Signature Worldwide

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

May 3, 2011
Measuring the ROI of Training

In an ideal world, what if we could pick a company, look at every measurement that training personnel might possibly impact and then train that staff from hello to goodbye. After three months, six months, 12 months, etc., of coaching and reinforcement to ensure the employees continue to use their new skills, we’d compare all the measurements. Would that be the perfect solution to the training ROI quandary?

By Holly Zoba, Senior Vice President, Hospitality Sales, Signature Worldwide

How do you measure the ROI of training? Is it through an increase in sales? A decrease in employee turnover? Better delivery of customer service?

In some ways, measuring the ROI of training is not unlike answering the question, “What is the ROI of putting on your shirt?” It doesn’t seem like there is a lot of value, until one day you don’t do it and you show up at work shirtless. Unless you are a professional surfer, you probably will regret it.

April 12, 2011
Using Social Media to Evaluate Training Results

Prior to the training, create a forum for communication between participants and trainers. For example, create a Facebook Group with restricted privacy settings or member-only LinkedIn Groups. Continued communication after training allows you to assess participant attitudes and hear about successes or frustrations. The relaxed feel of these sites overcomes the challenges of finding time for a conference call as a post-training activity due to conflicting work schedules.

By Claudine Trontin, Training Account Manager, Signature Worldwide