Welcome to:Welcome to:

““The Winning The Winning Formula”Formula”

• Legendary Service Legendary Service Series of Series of Workbooks for Workbooks for ValetsValets

PurposePurpose

The purpose of this workshop is to The purpose of this workshop is to help you develop the skills for help you develop the skills for delivering friendly, attentive service delivering friendly, attentive service that demonstrates interest in and care that demonstrates interest in and care for customers on a human level.for customers on a human level.

Agenda – Five Winning FormulasAgenda – Five Winning Formulas

The Winning AttitudeThe Winning AttitudeThe Winning WelcomeThe Winning WelcomeWinning with ServiceWinning with ServiceWinning Recoveries Winning Recoveries The Winning FarewellThe Winning Farewell

So….Winning Customer Service?So….Winning Customer Service?

Consistently exceeding the Consistently exceeding the expectations of the guests we serve expectations of the guests we serve with a caring approach. with a caring approach.

ChallengeChallenge of Winning Service of Winning Service

Group Brainstorming activity:Group Brainstorming activity:

What are the things that make it What are the things that make it difficult (or get in the way) of difficult (or get in the way) of providing superior providing superior winningwinning service? service?

The “Winning Attitude” FormulasThe “Winning Attitude” Formulas

• Dress & Smile like a Dress & Smile like a WinnerWinner

• Having a “Service Having a “Service Ready & Caring” Ready & Caring” AttitudeAttitude

Dress & Smile like a WinnerDress & Smile like a Winner

Your Basic uniform must consist of:Your Basic uniform must consist of:• Company logo polo shirt: khaki brown shorts or Company logo polo shirt: khaki brown shorts or

slacks (no cargo pants with pockets on the outside); slacks (no cargo pants with pockets on the outside); approved belt; clean white sneakers with white ankle approved belt; clean white sneakers with white ankle socks; proper undergarments / tee shirt. socks; proper undergarments / tee shirt.

• ID badge / name tags clearly visible and worn above ID badge / name tags clearly visible and worn above the waist. the waist.

Optional and seasonal uniform pieces include:Optional and seasonal uniform pieces include:• Hat; ski cap; windbreaker jacket; winter coat; turtle Hat; ski cap; windbreaker jacket; winter coat; turtle

neck; sunglassesneck; sunglasses

Service Ready & Caring AttitudeService Ready & Caring Attitude

Posting up:Posting up:

• We require all valet attendants to post up We require all valet attendants to post up “service ready” at attention with hands behind “service ready” at attention with hands behind their back. Posting is required between guests their back. Posting is required between guests and during slower periods – this is a great and during slower periods – this is a great opportunity to greet guests as they walk in!opportunity to greet guests as they walk in!

Demonstrate Posting Up….Demonstrate Posting Up….(volunteers at front of room)(volunteers at front of room)

You Only Get ONE SHOT At A Good

You Only Get ONE SHOT At A Good

First Impression!!!

First Impression!!!

Service Ready & Caring AttitudeService Ready & Caring Attitude

Use Proper Hand Gestures:Use Proper Hand Gestures:• Always use open-handed gestures (flat Always use open-handed gestures (flat

hand, palm up or down) used when hand, palm up or down) used when giving directions. giving directions.

• Open hand gestures are a more gracious Open hand gestures are a more gracious and softer way to point at a person or and softer way to point at a person or object.object.

• NEVER NEVER use a pointed finger with a use a pointed finger with a guest!!guest!!

Service Ready & Caring AttitudeService Ready & Caring Attitude

Use Eye Contact & Facial Expressions:Use Eye Contact & Facial Expressions:• Effective eye contact can be achieved by Effective eye contact can be achieved by

putting a soft focus on a guests’ face. putting a soft focus on a guests’ face.

• Make sure your facial expression sets a tone Make sure your facial expression sets a tone before you even begin speaking.before you even begin speaking.

The “Winning Welcome” FormulasThe “Winning Welcome” Formulas

• Opening Greetings that reflect Opening Greetings that reflect SensitivitySensitivity

• Escort & Direct Guests as VIP’sEscort & Direct Guests as VIP’s

Opening Greetings in DrivewayOpening Greetings in Driveway

Be sensitive – we recommend not asking Be sensitive – we recommend not asking “how are you today?” instead say:“how are you today?” instead say:““Good morning Sir / Ma’am, welcome to (name of hospital). Good morning Sir / Ma’am, welcome to (name of hospital).

May I offer you any assistance?”May I offer you any assistance?”

When guest saysWhen guest says““Thank you”, You respond by saying:Thank you”, You respond by saying:

““It’s my pleasure.”It’s my pleasure.”

Our Hospitality Rule…Our Hospitality Rule…

SecondsSeconds

FeetFeet

10 Second / Feet – Greetings10 Second / Feet – Greetings

If you see a Guest who appears to be lost or If you see a Guest who appears to be lost or confused….confused….““Sir/Ma’am, don’t worry, I can help you Sir/Ma’am, don’t worry, I can help you

find where you need to go –find where you need to go –I have the timeI have the time.”.”

If the guest says, “I don’t want to bother If the guest says, “I don’t want to bother you”, you say:you”, you say:

““I am here to help.”I am here to help.”

Escort & Treat Guests as V.I.P.’sEscort & Treat Guests as V.I.P.’s

When offering directions you must When offering directions you must always take a minimum of five (5) always take a minimum of five (5) steps with a guest toward their steps with a guest toward their destination.destination.

Escort & Treat Guests as V.I.P.’sEscort & Treat Guests as V.I.P.’s

Always run to retrieve a wheelchair Always run to retrieve a wheelchair to a guest and take a moment to wipe to a guest and take a moment to wipe the arms, seat and back down quickly the arms, seat and back down quickly with a clean paper towel (or with a clean paper towel (or antibacterial wipe if available).antibacterial wipe if available).

Parking Alternatives…Parking Alternatives…

What should you say if a guest drives in What should you say if a guest drives in and say’s….and say’s….

““I don’t like / want / cannot afford to I don’t like / want / cannot afford to valet park?”valet park?”

““Winning with Service” FormulasWinning with Service” Formulas

• Compassionate, Compassionate, Memorable Memorable

• Interactions with Interactions with GuestsGuests

Compassionate, Memorable Compassionate, Memorable InteractionsInteractions

““Moment of Truth”Moment of Truth”

• Defined as the moment (usually 15 seconds or Defined as the moment (usually 15 seconds or less) in which a guest makes a complete less) in which a guest makes a complete determination on your ability to serve them….determination on your ability to serve them….

Compassionate, Compassionate, MemorableMemorable InteractionsInteractions

Moments Include….Moments Include….• Guest drives into valet area.Guest drives into valet area.

• Guests exits the hospital.Guests exits the hospital.

• Guest drives by and looks.Guest drives by and looks.

• Guest walk by you in the hallway. Guest walk by you in the hallway.

• Many more….Many more….

““Winning Recoveries” FormulasWinning Recoveries” Formulas

• Exhibit Exhibit Composure & Composure & EmpathyEmpathy

• Apologize for Apologize for ANY ANY InconvenienceInconvenience

Exhibit Composure & EmpathyExhibit Composure & Empathy

1.) Recognize1.) Recognize

2.) Regroup2.) Regroup

3.) Refocus3.) Refocus

To help develop your composure and recover To help develop your composure and recover from service failure remember the 3 R’s….from service failure remember the 3 R’s….

Winning RecoveriesWinning Recoveries

1.1. It IS your responsibility.It IS your responsibility.2.2. ““I’m sorry” DOES work.I’m sorry” DOES work.3.3. Empathize immediately. “I’m sorry….I hate waiting Empathize immediately. “I’m sorry….I hate waiting

for my car also.”for my car also.”4.4. IMMEDIATE action is necessary to make a service IMMEDIATE action is necessary to make a service

recovery. recovery. 5.5. Ask what would make them happy.Ask what would make them happy.6.6. Understand the true meaning of “Service Recovery”.Understand the true meaning of “Service Recovery”.

Six steps to Service Recovery:Six steps to Service Recovery:

The “Winning Farewell” FormulasThe “Winning Farewell” Formulas

• Safely Deliver VehiclesSafely Deliver Vehicles• Graciously Acknowledge Graciously Acknowledge

GratuitiesGratuities• Fond Farewells to Every Fond Farewells to Every

GuestGuest

Safely Deliver VehiclesSafely Deliver Vehicles

• If not too busy….tell guests you are on your If not too busy….tell guests you are on your way….way….

• Jog with keys on carabineerJog with keys on carabineer

• Match stubs carefullyMatch stubs carefully• Safely drive vehicleSafely drive vehicle

• Announce arrivalAnnounce arrival• Assist with wheelchairAssist with wheelchair

Graciously Acknowledge GratuitiesGraciously Acknowledge Gratuities

““Thank you – this is Thank you – this is very kind”very kind”

If thanked by any guest always If thanked by any guest always say:say:

““It’s my pleasure”It’s my pleasure”

Memorize the phrase required to be used during tipping:Memorize the phrase required to be used during tipping:

We ask you not to use the words “your welcome” We ask you not to use the words “your welcome” or “no problem” with our guests. or “no problem” with our guests.

Fond Farewells to Every GuestFond Farewells to Every Guest• ““Service Ready” Service Ready”

stancestance• Smile and eye Smile and eye

contactcontact• Inform of any Inform of any

safety concerns safety concerns • Hand shoulder belt Hand shoulder belt

before closing doorbefore closing door

Scripted fond Farewell:Scripted fond Farewell:

““Thank you and drive safely.”Thank you and drive safely.”

Commitment to Winning ServiceCommitment to Winning Service

Tomorrow, I will use the Tomorrow, I will use the following skill to deliver following skill to deliver

friendly, caring and attentive friendly, caring and attentive service to my customers.service to my customers.

On behalf of UMMC….On behalf of UMMC….

Thanks for your attendance and your Thanks for your attendance and your commitment today….we look forward commitment today….we look forward to your continued growth!to your continued growth!

““It’s About Caring”It’s About Caring”