1. Fine Food Queensland, 2010 Fix the ‘ Attitude Problem’ and Create Great Service PS. Who has the attitude problem? PPS. What causes ‘attitude’ problems? Presented by: David J. Solnet, PhD University of Queensland Shift Directions Consulting and Training Monday, 11am

3. “ People… our greatest asset… ” (Bill Marriott) “… Our greatest asset, and the key to our success, is our people…” (Four Seasons Hotels Corporate Culture Statement) “ The people make the place ” (Schneider, 1987) “ All of our success is attributable to our staff..” (Shannon Bennett – Vue de Monde) “… Gen Y – ARGH! I can’t stand those little scoundrels.” (unnamed restaurant owner) “ The most trouble issue of concern to managers is effective HR management” (Enz 2001, 2009) … YET NEARLY ALWAYS UNDERREPRESENTED AT SEMINARS / EDUCATIONAL SESSIONS! It’s all about our people…. ____________________________________________

7. UQ School of Tourism ______________________________________________________ University of Queensland ranked 41 st in the world (UK Times Higher Education Ranking) UQ School of Tourism ranked 5 th of all tourism schools in world (research); Strong commitment to international diversity / only School of its type in Go8 University of Queensland: 40,000 students Faculty (BEL): 7,000 students School (Tourism): 750 students

8. The Role of Universities / Academics Teach, inform and educate (leaders of tomorrow) To gain deep understanding of relevant, critical subject matter (broad vs. narrow) Advance knowledge through scientific enquiry / research Provide consultancy and research services (large – UQ; small – SD) Encourage debate, discussion, thinking

9. Back to the topic  ____________________________________________ Fix the ‘ Attitude Problem’ and Create Great Service

10. Goal: 100% Customer Satisfaction! _____________________________ Mission Impossible!

11. Goal: fully understand employee attitudes _____________________________ Mission Impossible!

14. The Service – Profit Chain Internal Service Quality Employee perceptions AND attitudes Employee Retention Employee Productivity External Service Value Customer Satisfaction Customer Loyalty Revenue Growth Profitability

16. Organisational Psychology ____________________________________________ The application of psychological theory and principles to employees and organizations …focuses on increasing workplace productivity and enhancing worker attitudes – and the links between ATTITUDES and BEHAVIORS . This management discipline focuses on elements of the workplace which impact attitudes which in turn impact behaviors! Any gardeners out there?

18. Great ‘soil’ and continual, ongoing care leads to healthy plants and productive crop….

19. Poor ‘soil’, neglect and little or no continual, ongoing care leads to UN -healthy plants and UN-productive crop….

23. The WRONG attitude toward Customer Service!! I just don’t get the time to spend; and frankly I can’t be bothered! I know it could be better, but I don’t know exactly what to do Service is not that important: quality of food, location and comfort are more important! We don’t need to give clear direction as to our service expectations… We don’t use any kind of objective customer feedback All we need to do is hire nice people - good seeds will grow by themselves! These responses fly right in the face of all of the evidence – including best practice organisations – about what the EMPLOYER attitude should be about customer service and service training!

25. Employee Engagement Positive engaged workforce Leads to better service Happy customers More likely to return Increased Sales and Profits

29. Thank you Hope there was at least ONE gem?

30. CONTACT INFORMATION David Solnet, PhD M – 0411 828 757 E – d.solnet@uq.edu.au UQ Link: http://tourism.uq.edu.au/dr-david-solnet Shift Directions Link: http://shiftdirections.com.au/