This
week, we came across an article in the Australian Financial Review, called
‘Create a hook factor to keep staff motivated and thriving’. The article
discusses the deeper reasons why people can engage with their employer and
their roles. You can read the article in full here.
week, we came across an article in the Australian Financial Review, called
‘Create a hook factor to keep staff motivated and thriving’. The article
discusses the deeper reasons why people can engage with their employer and
their roles. You can read the article in full here.
Inspiring us to pursue the matter further within
the Parking industry, PCI Managing Partner Cristina Lynn conducted a brief
interview with Colin Chodos, one of the presenters at the 2010 Australian Parking
Convention. He will be speaking on the topic of ‘Developing a customer service
culture to help drive increased profits’.
the Parking industry, PCI Managing Partner Cristina Lynn conducted a brief
interview with Colin Chodos, one of the presenters at the 2010 Australian Parking
Convention. He will be speaking on the topic of ‘Developing a customer service
culture to help drive increased profits’.
What do you see as the applicability of
the methods you will present to the parking industry?
the methods you will present to the parking industry?
Every parking provider, besides having the physical space as their product,
employs teams of people to deliver the service: back office teams in accounts,
marketing, IT and finance; service teams with attendants, cashiers and
maintenance people.
employs teams of people to deliver the service: back office teams in accounts,
marketing, IT and finance; service teams with attendants, cashiers and
maintenance people.
The Service Profit Chain principles can have a direct positive influence on the
performance of all individuals within a parking organisation. Most businesses
succeed or fail depending on the performance of people. The world is littered
with great products and underperforming businesses.
performance of all individuals within a parking organisation. Most businesses
succeed or fail depending on the performance of people. The world is littered
with great products and underperforming businesses.
What measurable results have you been
able to identify in businesses which have adopted the methods you will present?
able to identify in businesses which have adopted the methods you will present?
Measurements can be found across various areas within the business. On the
people side … one can measure improvements in ‘reduced’ staff turnover, increased
staff productivity. Customer measures include increased customer satisfaction
and loyalty through increased dollar spend and return business. At a business
level, increased bottom line!!
people side … one can measure improvements in ‘reduced’ staff turnover, increased
staff productivity. Customer measures include increased customer satisfaction
and loyalty through increased dollar spend and return business. At a business
level, increased bottom line!!
What are likely timelines for adoption
right through to results being identified?
right through to results being identified?
3 months to 18 months. As you will
appreciate, this varies from organisation to organisation depending on the
seriousness of management to drive healthy change, also perhaps the openness /
confidence to try better management ideas. This is one of the areas where we assist companies implement
the ideas, especially those who wish to explore the journey to better profits.
appreciate, this varies from organisation to organisation depending on the
seriousness of management to drive healthy change, also perhaps the openness /
confidence to try better management ideas. This is one of the areas where we assist companies implement
the ideas, especially those who wish to explore the journey to better profits.
How can businesses drive profitability
through the adoption of these methods?
through the adoption of these methods?
With the SPC it’s easy … there is a direct link between employee capability,
satisfaction, loyalty which results in better value for customers. This in turn drives increased customer
satisfaction and loyalty, which ultimately positively impacts business growth
and profitability of the company.
satisfaction, loyalty which results in better value for customers. This in turn drives increased customer
satisfaction and loyalty, which ultimately positively impacts business growth
and profitability of the company.
You can see Colin speak at the APC 2010. For more information go to www.apc2010.com.au