The future success of businesses lies with their ability to set themselves apart from the competition. Rowdy shares how he has used service as a successful business strategy in both growing new businesses and turning around existing ones. He outlines the critical steps toestablishing and maintaining a service culture. An interesting and informative presentation with ideas and strategies many businesses never develop or act upon.
Positioning:
Ideal for large corporate organisations, franchisees, real estate, small business, associations and professional bodies.
Solutions:
— Getting ahead of the competition — Growth strategies for business
— Engaging employees in business success —Lifetime value of customers
— Develop a unique marketing strategy – word of mouth
— Get the most out of your highest cost centre – your payroll
Outcomes:
— 3 critical elements to becoming a service excellence organisation
— How to engage your employees through delivering a service strategy
— The progress principal – 5 keys to developing and maintaining a service focus
Key Ideas:
— The main purpose of a business is to create and keep customers
— There is a huge gap in the market between customer’s expectations and service delivery
— The best form of marketing is word of mouth
— Service delivery is the only sustainable difference in business today
— Look after your customers and the profits will look after themselves
Experience:
Having used service as business strategy Rowdy managed to retire at the age of 34 after running his own communications company for 10 years. He was later head hunted to turn around one of Australia’s largest hospitality businesses where he again used service as a business strategy to take the organisation from the brink of bankruptcy to profits within twelve months and increased these profits every year he was at the helm. He is now managing director of his own consulting company helping organisations throughout Australia to develop a service excellence culture.
Expertise:
Rowdy is a fellow of the Customer Service Institute of Australia. He holds a Masters degree in Business Administration and is also a fellow of the Australian Institute of Management.
