HFT 3240 Discovering the Soul of Service Chapters 7 12 Identify the principal business of the 14 sample companies profiled in the Soul of Service 1 The St Paul saints believe fun is good 2 Midwest Express offers the best care in the air 3 The Container Store better customers live by giving them more time and space they help people 4 Dial A Mattress strategy removes much of the stress and saves most of the time Offered same get organized day delivery in a 2 hour window 5 Chick fil A fast food restaurant 6 The Valley Inn Hotel 7 Charle Schwabs investment company 8 Dana Commercial Credit 9 Enterprise Rent a car 10 Ukrops Supermarkets in Richmond virginia 11 Miller SQA manufacture of office furniture 12 Orchard Caf 13 Charlotte Beers 14 Lens Crafters How do the St Paul Saints provide high value to their fans The Team provides High Value to the Fans Reasonable prices for parking tickets concessions so they can come back Win or Lose they leave with a smile Trust Based relationship What role does trust play in building relationships Trust is paramount Trust is important because a company cannot build true relationships without it What role does service competence and fairness play in building trust Which leads to loyalty Trust is the basis for all significant relationships for it counterbalances risk and vulnerability How is company fairness demonstrated in the text Is an individual s perception of the degree of justice in a firm s behavior The Valley in allowed a little girl to keep her pet rabbit for her stay her dad is a senior executive for a local company he then has used the hotel for numerous corporate functions Understand the effects of employee turnover and service quality Employee turnover is when the company invests in training of employees but they end up quitting and not finishing the training The company loses money This makes companies not invest in this area It discourages companies to invest in their employees Service quality and customer retention suffer because of inexperienced and poorly prepared employees this also hurts profit Understand the importance of company family gatherings honor fairness and fun All families come together this is why some companies have implemented this and hold all expense paid meetings picnics etc pg 135 142 What is emotional ownership of the company Employees who feel part owners of a company are more likely to do what necessary to sustain the companies success Ownership in its truest is a state of mind It is emotional attachment personal responsibility and pride Employees develop ownership when they are treated like part owners and expect to act like part owners of the business Is the highest level of relationship commitment pg 154 Give examples of UKROP s friendship rules or gestures During a Richmond snow storm ice sled off the roof of a Ukrop s store and damaged a customers car even though it was not legally the stores fault they paid for the damages Ukrop s does not deliver but when a customer called for a delivery of 2 food trays to a neighbor because a death in the family the store manager personally went and delivered the food Know the Cora Griffith story Was a waitress in the Orchard caf pg 156 She has mastered waitressing she is very passionate in her work and shows it Great skills and anticipates things The companies investment in their employees success directly contributes to the companies success pg 159 How did Midwest Airlines and UKROP train its employees Midwest attends a 2 day orientation program 25 30 employees attend pg 161 they train their staff as actual customers and give them a class that mimics that experience Ukrop pg 165 requires courses and elective through its center for retail food studies How do the successful companies invest in employee success Through employee stock ownership plans stock grants profit sharing bonuses and above average wages What advantage does a big company enjoy when acting small Acting small means to act fast seamlessly flexibly responsively personally It means knowing the customer and custom fitting the service it means caring it means commitment Pg 183 What is a company within a company Research company who works for a company and finds needs Relationship marketing Pg 187 What is the importance of having a strong brand Service companies with the strongest brands reveal a conscious effort to be different Strong brand firms never market their offer as a commodity pg 203 Know the generosity offered by the profiled companies pg 216 explains how Ukrop donates percentage of it earnings and gives it to the community the employees customers and donations How does Lens Crafters contribute to needy customers pg 218 provides free optical services and glasses to needy people in north America What is strategic generosity Pg 219 220 a sample company being strategic in their generosity They not only are extraordinarily generous they are effectively generous They invest with a plan in mind with a long term goal They concentrate their resources to have a powerful impact and make a meaningful difference What is Charles Schwab ASSET program Pg 225 it s a employee volunteer program that put the employee in places to help that match the employees interest Understand and read carefully the lessons from the world class service companies Pg 233 all are pure service companies Modules Understand Control of Destiny Review the Learning Objectives of all Modules What happens if companies grow too fast View Green Cab video Growing was a challenge and funding was a challenge What are three keys to Facebook s success Cultural values Risk Taking and employees able to make bold decisions This company tries to have a better every day for the average people Ikea mission Read about the In N Out company overview What is Jersey Mikes Jersey Mikes is a Sub store in New Jersey Read the Harvard Study Cirque du Soleil and know its history What is MGM University Training for employees take classes in anything Hourly jobs to salary What is meant by employee ownership When they own stock in the company Employees who feel part owners of a company are more likely to do what necessary to sustain the companies success Ownership in its truest is a state of mind It is emotional attachment personal responsibility and pride Employees develop ownership when they are treated like part owners and expect to act like part owners of the business It is the highest level of relationship commitment What is in Starbucks Green Book Great little