Coaching
Accountability From an Expert Coach
Depending on your budget and needs there are multiple ways we can work together to transform your business to be the GOLD standard in your industry and be your customers SUPERHERO. Here's what I do. This is a typical list, but everything can be customized if needed.
Key Benefits of Coaching
Develop Ritz-Carlton Service
Interactive Lessons & Games
Strategic Planning For Deployment
Options
Superhero Service Full Transformation (Most Popular & Highest Success Rate!)
This is the TRUE way to transform your business for long-term success. It is for businesses that want to be elite in the level of service they deliver no matter their current status. It consists of presentations, workshops, and role-playing.
Teach my L.T.S. framework to achieve Superhero ServiceThis framework is based on my business’s success and the hundreds of businesses I have worked with.
Create and set both a service vision and service standards.
Create a framework to handle complaints and issues from customers.
Teach your team through lessons and games on how to be service superheroes.
Create a deployment plan so your newly elevated level of Superhero customer service lasts and even continues to improve - indefinitely.
Follow up via Zoom/phone and email.
*This generally is a 1.5-3 day in-person process.
Superhero Service
This is for businesses who feel they are delivering a high level of service and just want to refresh or motivate their team on the importance of service. These can be presentations or workshops.
This is more of an a-la-carte offering in which we cover any of the selected topics from below:
Handling complaints properly
Why customer service is the ultimate competitive edge
Surprise and delight delivery
Service standard creation
Service vision creation
Proper onboarding
10 do’s and don’t of Superhero Service
Attract, find, hire and develop service superheroes
*This can be done in-person or virtual. These are all 1-3 hours long.
See Transformations.....
David Grossman
President and CEO-Epic Burger
"Hank helped us define our focus and desired outcome to win every guest, every day at every store.Thank you for all of your ideas and suggestions and organizing such an important ingredient to the success of our business. It doesn't matter how great our food is or how great our location is or how clean our restaurants are, because if the service is sub par, the guests will either not come back or at a minimum they won’t come back as often."
Scott Richter
Manager-Business & Innovation
"Working with Hank was easy. Hank is approachable and knowledgeable. He was always prepared and did lots of pre work to ‘understand our sector and culture and future’. He asked good questions and prepped staff well in advance to 'ensure they knew what they were coming into' and also to help Hank understand what to expect from the team. Hank is accommodating and is great at ensuring we stay on top of what we’ve committed to with regular emails and reminders and check ins."
Jon Mock
Owner-State Farm Insurance
"From the very beginning, the course opened my eyes to customer service and customer experience practices that I had not thought of or had not thought to develop. There is no assuming anything, the program makes you think. It forces a deep dive into every piece of your customer’s experience, starting with you, the leader. While taking a deep dive, the content is easy to understand and flows logically from one area of your business to the other."
