I am sure you already understand the importance of having a Service Culture and striving to ensure that your customers receive exceptional service.
But how do you build a “Revenue Culture” where you and everyone in your business is aware of the need to generate increased revenue and profits but without damaging the customer experience you wish to offer?
Culture describes a 'way of life', or more practically the way you do things.
And that starts at the top. With you. What you do, what you say, what you reward, and what you measure. Your actions will speak loudly to everyone and over time they will start to copy you. So what should you be doing?
Start by measuring your income and profit, as well as your service performance.
Then you review how you are doing, and act on what you learn.
From there, all your staff should have objectives to generate income for you, however small, and they must what to do. Remember, pennies make pounds.
Often that will mean you need to offer training and make sure that they have the skills necessary to be successful.
Your and your managers need to support and coach your staff so that they become practiced and confident in their ability to spot revenue opportunities and turn them into income.
Lastly, put up a chart showing everyone how you are doing and then prepare to celebrate your success.
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