Delivering an Exceptional Customer Experience - Part 1

by John Kennedy

Part 1 - Introduction: Setting the Table for Success

As Danny mentioned a few weeks back, the Starbucks story was built upon a hyper-focus on the customer experience. The idea of dusting off this video series from Member Clicks and reintroducing it (or introducing it to new folks) would be a great chance to “sharpen the saw” for your training and development goals during the summer.

You can also read my most recent article in the June edition of Lawn & Garden Retailer that highlights the importance of focusing on education during the summer months.

As Danny also referenced, knowledge is the new currency within the IGC space, and the better trained, the better prepared and the better engaged your team is, the better the sales, service and satisfaction both the customer and the employee will have working at your location.

In this initial video, which was shot “Pre-Covid,” highlights the impact the current economy can have on how our customers buy.  Your team will learn the difference between wants-based spending and needs-based spending as well as the difference between providing customer service a delivering a customer experience.

The level of expectation from our customers has never been greater, and our job is not only to deliver an “above and beyond” experience, but to deliver it consistently.  Consistency is key will be the over-reaching theme throughout this entire video series…enjoy!

Ready for Part 2 - Attitude Defines Altitude? CLICK HERE

Be sure to see John's previous blog message - Knowledge is the New Currency in the blog HERE.

John Kennedy is Co-Founder of BoomerWrangle, LLC. with his amazing wife, Souny.

BoomerWrangle is the new corporate entity that houses all of their talents & tools to support The Garden Center Group members.

From innovative solutions such as “Your GroupSpace,” customized on-boarding videos,  strategic planning and team engagement,  BoomerWrangle, LLC has become a single-source digital solution & strategic planning agency to maximize employee engagement, organizational excellence, build sales and service cultures, ease of ordering and operational efficiency!

Visit:
www.YourGroupSpace.com
www.Boomerwrangle.com www.JohnKennedyConsulting.com
for more information and insights into their growing toolbox of IGC solutions!

Contact:
[email protected]
[email protected]
443.605.7095

REMEMBER: Your interaction (by phone and email) with Group Service Providers such as John Kennedy, Tim Quebedeaux, Sid Raisch, Jean Seawright, and of course Danny Summers are included in your retainer!