Summary:
People have different needs, whether they are employees, customers, or contract workers hired for your facility. To exceed expectations, you need to understand the most important drivers that form each individual’s preferences. Only then can you and your team confidently—and effectively—focus your efforts.

World-class organizations create superior outcomes by better engaging their staff and customers, which leads to higher levels of satisfaction, loyalty, and financial results. Join former Disney leaders and culture/service experts Mark David Jones and J. Jeff Kober as they walk you through a proven behind-the-scenes operational tool used to go beyond merely knowing about your customer to truly understanding them.
 

Program Highlights:

Needs: What are the foundational needs of your customers and employees?
• What ultimately drives all human preferences?
• What five essential needs affect customer loyalty most?

Style: Appreciate the unique qualities and attributes of your coworkers and customers.
• Discover the four different styles.
• Recognize when you are working with people who are a different style than you.
• Get tips on dealing effectively with those who are different from you.

Expectations: How do you consistently exceed them?
• What are the expectations of your customers and employees?
• Learn why you often fall short.
• What are the clues to look for to discover their real expectations?

Walk: How does one move from theory to real world?
• How do you walk in the shoes of your customer?
• Anticipate their most relevant needs and wants.