an incredible journey

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An Incredible Journey Store Wide Meeting Sunday Oct 18 th

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An Incredible Journey

Store Wide Meeting Sunday Oct 18th

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

How will we measure Success?• Voice of Our

Customer (morning huddle)

• DOG Review (posted on bulletin board)

• “Pop” Cards (reward unleashed service)

• Smart with Heart (salon, training and adoptions)