Service Coach Services

Successful businesses today need to strategize beyond delivering consistent goods and services. In the game of winning customers for life, businesses need to bring awareness, passion, commitment, and empathy to every interaction. To be successful, businesses need to foster a culture of great service and hospitality.

Every business that strives to give great service requires great leadership and supportive coaching. But getting your company’s leadership team and staff to understand, embrace, and deliver great hospitality requires a dedicated investment of time, intellect, and a generosity of spirit. How do you get there?

Service Coach offers a diverse selection of solutions for small to large businesses, and boutique to chain restaurants. In addition to on and off-site workshops, The Service Coach develops customized solutions tailored to meet your organization’s specific objectives.

The Service Coach curriculum focuses on improving your customers’ and employees’ experiences with the ultimate goal of winning over your customers for life. Workshops include one-day and five-day intensives that teach your leadership team and staff how to incorporate hospitality into daily business and interactions with fellow staff members and customers.

Whether you are looking for a first time introduction, a service refresher, or a more comprehensive approach, Service Coach classes will show you how to transform your business through the power of hospitality.

PHASE 1: NEEDS ASSESSMENT

The first step in improving fledgling, existing and growing businesses is for a needs assessment. I work with clients to understand where there organization is in its development process and help to clearly define business goals, expectations, measurements for success. With a clear understanding of what your business’ goals are, I will create a customized approach for teaching you and your staff the tools that you’ll need to get those goals accomplished.

Some organizations require a Five-day workshop for clarifying goals, vision for the business, and mapping out an action plan that will lead the team to achieving strong results. Others may need hands on help for short or long-term assignments.

Whatever your budget and goals are, I can work with you to get you and your business where you want to be.

PHASE 2: TRAINING

Visioning Workshop

Based on the needs of your organization, I will build a customized training workshop that teaches your team the importance and value of strong leadership, clear goals, and defined expectations for your service program. Through a series of exercises and team building discussions, I teach groups how to get clear on their vision and mission for the organization. I sit down with key players of your organization to facilitate a brainstorming and visioning session to come up with these clear markers, expectations, and goals for your organization.

Dining Room School

Leading people isn’t easy, especially in the ever-challenging world of business. Successful business owners and leaders require unique skills–they must be fluent in the language of service, be efficient problem solvers, great communicators, efficient, organized, graceful in chaos, diplomatic, and have the ability to see problems before they happen. Because of the many requirements of great leadership, learning how to be an effective manager requires commitment, passion, humility, and a desire to learn. Even more important than the willingness to learn is real-time experience.

Once clear goals are defined, I work side by side with service managers to teach them intuitive service and servant leadership techniques that result in happy and loyal customers and empowered staff. I help staff see beyond the basic needs of the business and see solutions for customer service problems before they happen.

I teach managers to see into the needs of customers, show them how to give great service, and give them the tools they need to succeed well after they’ve graduated from my training program.

Hiring and Training Assistance

The key to any strong organization is a great product and great staff. I help organizations identify what their goals are for their business and help the organization find the right people to implement the leaders’ vision. I give hands on advice and tools for identifying and measuring successful candidates. I also help leadership teams develop a clear system to measure, train, and reward great service in order to grow and maintain a thriving customer service program.

On-Site Training and Manuals

Once a strong staff is hired, the next most important piece is a strong training program. My years as a leader and my professional training as a writer make me an excellent resource for both teaching and developing specialized training materials. I can take existing staff training materials and update them to reflect clear goals and expectations for your staff, or create manuals from scratch that reflect your business’ unique training needs.

In order to give great service your leaders need to know how to define it, teach it and reward it. I give managers one-on-one training on how to spot problems before they happen, see opportunities for improvement, and show how to implement strong leadership and support on the dining room floor. I conduct all-staff trainings, specialized departmental seminars that give staff the tools they need to deliver the kind of service you envision for your organization.

All-Staff Service Training: A participatory workshop designed for your company’s unique needs, I train staff on the basic philosophies of radical hospitality and genuine hospitality. I give hands on examples and training tools to enhance your staff understanding of what’s expected of them, how they can succeed, and what kind of rewards they can expect for giving the best service your business has ever seen.
Knowledge Boost: I can offer tools and training seminars to help your staff improve their food, wine, and cocktail knowledge.
Drop Ins: All service programs require follow up visits to check on the progress of the service program. Myself or my staff will do a drop in visit to observe staff in action, watch work flow, and check on the quality of the product. I give a full report that include areas for improvement and accolades as well as specific suggestions for development.

PHASE 3: MAINTENANCE AND SUPPORT

Once your organization has a clear service plan in place, general maintenance is required daily. Perhaps a new manager will need to be hired and trained, additional support may be needed, or honest advice may be required. Regardless, I am available to you for any additional support.

Shift support: New staff training, management coaching, and on-site staff support.
Drop-in Dining Visit: A kinder, gentler, and educational version of the “secret shopper” report. I dine in-house, observe service, and give an in-depth/narrative service report following the meal. An optional one hour follow up meeting with a key manager or owner for discussing detailed service pointers, suggestions, and manager coaching advice is also available.
Operations overview support: I can offer assistance in building FOH systems, POS programming and training, and Manual writing.
Social Media strategy and support (Twitter, Facebook, online writing for blog)
Building staff reward programs: I work with leadership teams to identify areas needing staff involvement to drive sales and staff goals and then work create or support the leadership team to come up with a plan to reward staff with incentives that drive the business and don’t cost the organization.