1. Cheryl Burkhart-Kriesel University of Nebraska-Lincoln Extension MarketPlace Conference West Point, Nebraska February 2013

3. Service Standards: priorities and criteria that ensure consistent delivery of customer service

4. Service Standards:  Set organizational and employee guidelines for decision-making  Prioritize the details of service delivery  Allow consistent measurement of service delivery

5. What words & phrases describe the kind of service your customers expect from you? Smile Ready to serve Personal touch Efficiency Good food Fun Safety What words & phrases describe the ideal level of service you provide? Consistent theme Policies-procedures Sales Assertively friendly

6. What words & phrases describe the kind of service your customers expect from you? Respectful Courteous Helpful Knowledgeable Safety What words & phrases describe the ideal level of service you provide? Accommodating Responsive -calls Local information

7. What words & phrases describe the kind of service your customers expect from you? What words & phrases describe the ideal level of service you provide?

8. #1 #2 #3 #4 Take the two lists and cluster similar words in boxes below. Choose a word that best describes / defines each group. Prioritize these words. They become your quality standards. Note: #1 Is not negotiable! Personal touch Guest as VIP Assertively Friendly Smile Security Prevention Procedure Safety Guest flow Use of space Speed of service Ready to serve Staff appearance On stage/off stage Consistent theme Authenticity Courtesy Safety Efficiency Show Safety Courtesy Show Efficiency

9. #1 #2 #3 #4 Take the two lists and cluster similar words in boxes below. Choose a word that best describes / defines each group. Prioritize these words. They become your quality standards. Note: #1 Is not negotiable! Respectful Helpful Courteous Accommodating _________________ _________________ _________________ “Meet them where they are” __________________

10. #1 #2 #3 #4 Take the two lists and cluster similar words in boxes below. Choose a word that best describes / defines each group. Prioritize these words. They become your quality standards. Note: #1 Is not negotiable! ________________________________ _________________ _________________ _________________ __________________

11. For employer: history training; mirrors at stage entrances; location for changing into costumes; train for roles AND service For established employees : reminder for on stage/off stage (mirrors); consistent performance/mentor; encourage cast member suggestions (2 bites -2 min) For new hires : role expectations (use mirrors); become part of the cast/use mentor; basic service standards – smile/ eye contact; act “assertively friendly” Your prioritized service standards. What behaviors characterize these standards? How can you communicate/ integrate these behaviors into your business? Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.  Mirror use  Cast appearance  Performance  Costume matches behavior  2 minutes 2 bites  Eye contact & smile  Assertive friendly  ______________ _ 3rd _ (Priority) Show Title)

12. Brainstorm behaviors…  Are there actions where everyone has a role?  Are there ways to get employees input?  How can you reinforce behavior?

13. For you as an employer: implement customer reservation training that reassure potential customers that beginning skills are acceptable For established employees : to develop a scripted list of riding “do’s and don’ts” that help ensure a safe and successful ride For new hires : respond confidently to top five questions customers ask about horse riding, actively seek answers to questions they don’t know Your prioritized service standards. What behaviors characterize these standards? How can you communicate/ integrate these behaviors into your business? Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.  Demonstrate flexibility to assist  Show empathy__  Share experience  Share knowledge  Instill confidence  Answer questions  ______________ ________ (Priority) “ Meet them where they are” (Title)

14. For you as an employer : For established employees : For new hires : Your prioritized service standards. What behaviors characterize these standards? How can you communicate/ integrate these behaviors into your business? Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.  ______________ ________ (Priority) _________________ (Title)

15. “ You can dream, create, design, and build the most wonderful place in the world, but it requires people to make the dream a reality.” …Walt Disney

16. Video: Johnny the Bagger http://www.stservicemovie.com/ Extension is a Division of the Institute of Agriculture and Natural Resources at the University of Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture. University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.

17. Cheryl Burkhart-Kriesel University of Nebraska-Lincoln Extension MarketPlace Conference West Point, Nebraska February 2013