an incredible journey
TRANSCRIPT
Our Journey Tonight
• Where are we?• Where are we going?• WISE Execution• 4th Quarter…
Christmas is Here!• Break Out Work• Final Thoughts
Where have we been?
• 2008 Overall Satisfaction 63% #1 in District.
• 2009 YTD Overall Satisfaction 59% tied for 3rd
– Availability for Assistance 47% (53%)– Items wanted in Stock 55% (60%)– Check out Speed 54% (66%)– Greeted 83% (not rated last year)– Thanked 85% (86%)
Services Customer Satisfaction
• Overall Satisfaction 72% (68%)• Return 77% (73%)• Recommend 69% (64%)• Greeted (Y/N) 85% (92%)• Thanked (Y/N) 84% (89%)• Pet’s Appearance 65% (71%)
– Beginning to measure: assessed pet, & asked to schedule next appointment
First Steps on the Journey
• Our Service Vision– Why Training, Salon
and Adoptions are important
– Building our Smart with Heart Customers
– Expectations for our store
Our Journey Begins
• Approach Versus Engage
• 5 Unleashed Behaviours
• Accuracy in our work• Have Fun!!!!!!!!!!
WISE Execution
• Spinning our wheels– Code 13’s Code 14’s
• What needs to change?– Accuracy in work– Attention to Detail– Accountability