Service Blueprint
Clarify service and sales behaviors.
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Clarify service and sales behaviors
To develop and strengthen service and sales behaviors in your organization, it is crucial that these behaviors are firmly anchored in the company's service vision, values, sales strategy and goals.
1. Define Obvious Behaviors: Develop specific service and sales behaviors based on the company's vision, values and goals.
2. Create a Service Blueprint: Develop a detailed blueprint, or game plan, that clearly shows where, when and how employees must act to be in the right place at the right time. This blueprint includes both physical placement and a strategic plan for team collaboration, maximizing efficiency.
3. Implement Daily Pre-Shift Meetings: Use daily meetings before each work shift to discuss and reinforce both overall and individual goals. These meetings should be led by a shift leader who coaches the employees and follow up their achievements. Document the results after each session to ensure continuous improvement.
By following these steps, your organization can create a clear and structured approach to improving service and sales behaviors, leading to a stronger and more cohesive work environment.
Recess
Service Blueprint
A service blueprint is a diagram that shows the entire process of delivering services, by listing all the activities that occur at each step, performed by the different roles. There not only a physical placement of staff but also a strategic prediction of how the team should work together to maximize efficiency.
It includes the following aspects:
Visibility:
Staff should be highly visible and easily accessible to guests. This means that each employee has a clear understanding of their areas of responsibility and is positioned in a way that allows them to effectively cover their area.
Strategic location
The staff should not just be placed statically; they should move in a way that optimizes their availability and efficiency. Positioning should be based on peak and off-peak times, specific events or guests' specific needs.
Active presence
This means that staff are proactive, take command of situations and interact with guests confidently and authoritatively. This includes paying attention to guests' cues and needs.
Pre-planning
Before the service period begins, hold a briefing (Pre Shift Meeting) where the goals of the day, any special events and important guest information are shared. Here the team decides their game plan, discusses potential challenges and how to deal with them.
Distribution of roles and flexibility
Clarify each team member's role but also encourage flexibility. This means that while each employee has their primary task and position, they should also be ready to assist colleagues and cover other areas as needed.
Communication
Establish effective communication channels so staff can quickly share information about guest needs and feedback during service. This may include hand signals, discreet use of communication tools such as walkie-talkies, or code words that signal specific situations.
In order to further develop and strengthen both service and sales behaviors within your organization, it is important that these behaviors are clearly anchored in the company's service vision and values. These behaviors should not only be part of every guest and employee interaction, but also clearly defined so that all employees know what is expected of them in every situation.
Let's explore how these behaviors can be designed and implemented in a way that strengthens both corporate culture and day-to-day operations.
Service behaviors
Is about the specific actions and attitudes that staff use to interact with guests and each other. These behaviors should reflect and reinforce the company's values and service vision:
Response: Every interaction should be characterized by speed and efficiency in meeting and exceeding guest expectations.
Empathy: Demonstrate genuine understanding and compassion in all situations, reflecting a deep respect for the guest experience.
Proactivity: Prevent problems and actively seek ways to improve the guest experience, demonstrating a commitment to excellent service.
Attitude: Maintain a positive and welcoming attitude that permeates all interactions, both with guests and colleagues.
Body language: Use open and inviting body language that shows staff are available and ready to help.
Sales behaviors
Focuses on the staff's ability to not only perform their basic tasks but also actively contribute to increased revenue through qualified product recommendations:
Product knowledge
In-depth understanding of all products and services offered, enabling qualified recommendations tailored to guests' preferences and needs.
Customized recommendations
Use information from guests' past visits or current conversations to personalize recommendations, improving the experience and increasing sales.
Strengthen values through behaviors
For behaviors to be effective in reinforcing both the service vision and the values, the following aspects should be integrated into daily operations:
Daily reminders
Start each work shift with a short meeting where the goals and values of the day are repeated. This helps keep the values in focus and promotes consistent service quality.
Leadership by example
Leaders at all levels should actively demonstrate and remind others of the values in their daily work. This includes everything from greeting new and existing colleagues to demonstrating exemplary behavior in customer interactions.
Feedback and encouragement
Provide regular feedback and encourage alignment of behaviors with the company's values. Encourage staff to share examples of best practices and success stories.
Evaluation and development Continually evaluate and adjust behaviors based on feedback from both guests and staff. Ensure training and resources are available to support staff development in these areas.
Set goals to measure and improve the guest experience.
Service & Sales Behaviors.
Overall and individual goals.
Daily meetings, before service.
Purpose: Short and focused on reflection, drive the goals and the service concept forward
Download our example of our clear Pre Shift Meeting, which will help you drive the guest experience.
Coaching and giving praise is an important step in building a positive work environment, driving service and sales behaviors and building a strong company culture. It is about actively and regularly paying attention to and appreciating the employees' efforts and successes. Here are some key aspects and methods of how praise can be used effectively:
Includes: Vision, values, goals and function.
Download our example of our clear job description, which will help you drive the guest experience.
