Our strong values are fundamental to the success of our businesses, carried from our board through to frontline staff in our facilities and across our 5000 plus strong workforce. At Belgravia Leisure, we value our customers, as expressed through our CLEAR Values our customer is at the centre of everything we do.
But, let’s face it, we’re all human and can get caught up in the day-to-day craziness, especially during our busiest time of year. However, we must always keep in mind that during our summer peak time of the year, things don’t always go to plan for our guests either.
Whether guests are faced with not enough parking or a line for the water slide, it’s essential that we are listening to our customers and not losing sight of them and their needs.
We need to acknowledge we are in the “Era of the Customer.” Great companies recognise that customers are calling the shots. They are smarter and better informed, they recognise that they have more options, and they are critical about the customer experience they receive and expect it to be right the first time … every time. And if it isn’t right, they expect the company to take care of the problem in a way that not only makes them happy but also restores their confidence and faith in the company. Some companies will see this as a great burden, while others see it as an opportunity to meet and exceed customer expectations, thereby winning over new customers and creating loyalty with existing customers.
Pictured above is our NSW Guest Experience Manager, Alex Simmons conducting guest experience first contact training. These training resources are all available in the guest experience hub. Link below.
Belgravia Leisure’s Guest Experience Manager, Tim Hutchison explains that providing a positive customer experience is like welcoming guests into your home, “Our guests should be welcomed into a safe and clean environment where we carefully listen and understand their needs to find appropriate and timely solutions.
Collectively we need to build a culture of respect for our guests and be thankful that they have chosen our facility over alternate options.”
Giving guests a part to play in innovation will create stronger connections between what’s happening externally and what we’re planning for in the years to come. The more we listen to our guests the stronger our growth capabilities and culture will be.
For example, why not try the empty chair method? In your next group meeting, place an empty chair in the room that represents one of our guests or go one better and actually have a customer in the meeting!
Knox Leisureworks is the perfect example of getting their members involved in decision making. The team at Knox host a focus group where they give members the opportunity to meet once a quarter to discuss operational issues, programs and anything to do with the facility to gain insight and give members the opportunity to have their voices heard.
Conflict Resolution
We try our best but know we don’t always get it right; when faced with challenging situations it’s important our people have the right tools to resolve any situation. By following the HEAT method we will succeed in turning a poor experience into a great one.
When you’re faced with a demanding situation remember HEAT.
- Hear them out
- Empathise
- Apologise
- Take action
2020 is going to be a big year for Guest Experience. The immediate focus is on improving our first contact with guests for on-site, online and phone enquiries. Training resources have been developed and are available in the guest experience section hub on B-connected here: http://b-connected.com.au/leisure/marketing/guestexperience/Pages/default.aspx
Throughout 2020 the Guest Experience Leadership Group will continue to conduct sessions across all states and regions. Remembering that the customer is at the centre of everything we do is an important and essential ingredient for ensuring that every interaction creates a personal reaction.
