Customer Service What’s the big picture benefit?

Ski resort

In winter the population of alpine resort, Mt Buller, swells with a seasonal workforce. Before start of the snow season, Mt Buller invites all staff to a pre-season orientation day.

That’s hundreds of staff – on-snow ski lift operators, ski instructors, snow patrol and paramedics, off-snow retail staff, hospitality staff for bars, eateries and accommodation, as well as managers and admin.

An attribute of world-class, best practice Customer Service is the importance of the team having a vision.

I asked myself, what’s a simple vision that will inspire seasonal staff, from ‘lifties’ (ski lift operators) to ‘glassies’ (who collect empty glasses in a bar)?  Here’s what I told them,

‘Like the pit team for Formula One drivers who compete in a Grand Prix, so every one of YOU are a member of the pit team for Australia to win gold at the Winter Olympics.’

I paused and let that statement sink in. They appeared to puff up a little with a new sense of pride.

Then I went on, “That means, it’s up to you to create a friendly environment that nurtures future Olympic stars by co-creating a sense of community with everyone who visits here.”

They now had an awareness of a big picture benefit of their role. It makes a difference.

Previous Case Study
Customer Service What’s the cost of a recurring problem?
Next Case Study
Selling Skills Focus activity around Sacred Contact Time