Motovation Program Propsal

Team,

I want to take a moment to say thank you very much for all you have done to improve upon the customer service that you have provided to all the customers that have walked through our doors last month. Service is a big part of our business and as you all know, a happy customer is a buying customer and the more products and services our customers obtain, the more likely they are to be customers for life. We were given a goal of 80% in WTR (Willingness to Recommend) in the surveys our customers get, and while this was a lofty goal when it was introduced as the old goal was 70%, each of you have taken the time to embrace the message that was delivered and for that you have each excelled around this initiative. Goals change all the time and in our business, they seem to change even faster and with that being said, we have reached that time when we have to push the envelope even further. Effective April 1st, the goal around service will be going up to 85% and this will be achieved by doing what you are doing every day. I have also come up with 5 items that I believe will get us there, I call it the 5 Key Behaviors, and they are as follows:

One – Welcome customer’s to the store with a warm, friendly and genuine greeting.

Two – Use the customer’s name whenever possible.

Three – Give customer’s your undivided attention.

Four – Maintain a positive attitude with every customer.

Five – Walk customers toward the door, thank them, and give a warm and friendly goodbye.

I believe with the team that we have, the above mentioned goals will not be achieved, but they will be surpassed as well. If we can get 8.5 customers out of 10 to recommend us to their friends and family, that will greatly reduce the amount of customers wanting to shop anywhere else and that is what causes a customer for life atmosphere.

I will be doing observations to ensure the above 5 Key Behaviors are executed with every customer and I am aware that this requires a change in the sales culture...