If there were 100 DZ's with the same aircraft, facilities, and instructors all within a 15-mile radius of each other, who would have a competitive advantage?
The one with the most vibrant culture and customer service would rise to the top. Business operators all over the world know that customer service is a necessity, but few are able to deliver. This presentation examines the necessity for building a positive culture through core values and delivering on 5-star customer service.
2. DROPZONE.MARKETING
MY GOALS FOR THIS WORKSHOP ARE:
▸ TO CHALLENGE - you to think differently
about your business and how to make it better.
▸ TO TEACH - (not concepts) actions to transform
your business.
21. GOOGLE SEARCH & REVIEWS
REVIEWS AFFECT
▸ RANKINGS ON SEARCH ENGINES
▸ WHICH SEARCH RESULTS GET CLICKED ON
▸ PURCHASING DECISIONS
22. ACCORDING TO MOZ'S
LOCAL SEARCH RANKING
FACTORS SURVEY,
ONLINE REVIEWS ARE
THOUGHT TO MAKE UP
10% OF HOW GOOGLE
AND OTHER SEARCH
ENGINES DECIDE TO
RANK SEARCH RESULTS.
27. SATURATED MARKET
ENTRY INTO A HIGHLY COMPETITIVE MARKET
▸BAY AREA SKYDIVING
▸SKYDIVE CALIFORNIA
▸SKYDIVE HOLLISTER
▸SKYDIVE SURFCITY
▸LODI / THE PARACHUTE CENTER
▸SKYDIVE SANTA BARBARA
59. Core Values
Authenticity - We are true to the outdoors.
Quality - We provide trustworthy products and services.
Service - We serve others with expertise and enthusiasm.
Respect - We listen and learn from each other.
Integrity - We live by a code of rock-solid ethics, honesty
and decency.
Balance - We encourage each other to enjoy all aspects of
life.
60. “Culture isn’t the most important
thing. Culture is the only thing.”
—Jim Senigal, Former
CEO Costco
61. “Costco’s mission is to continually provide our members with
quality goods and services at the lowest possible prices. In
order to achieve our mission we will conduct our business
with the following Code of Ethics in mind:
1. Obey the law
2. Take care of our members
3. Take care of our employees
4. Respect our vendors
74. DOES YOUR STAFF HAVE A
CLEAR UNDERSTANDING OF
YOUR EXPECTATIONS?
ARE YOUR EXPECTATIONS IN YOUR HEAD ONLY?
75. DOES YOUR DZ SUFFER FROM
INTERNAL CONFLICT OR
DRAMA?
ARE YOUR EXPECTATIONS IN YOUR HEAD ONLY?
76. WHAT DO YOU THINK IS THE
CAUSE OF THIS DRAMA?
THE ROOT CAUSE OF THIS DRAMA IS?
77. PASSING P.A.T. & Working at REGENT PARK GC
2 YEARS AT REGENT PARK GC
4 YEARS AT REGENT PARK
STARTING AT SKYDIVE CAROLINA
FIRST 4 YEARS AT SKYDIVE CAROLINA
LAST 5 YEARS AT SCPC
EST. BEYOND MARKETING
4 YEARS IN
78. ARE YOU WILLING TO COMMIT
TO RUNNING A CORE VALUES
BASED COMPANY?
YES | NO
IS THIS FOR YOU AND YOUR PHILOSOPHY?
79. THINK ABOUT THE BEST
MOMENTS IN YOUR LIFE.
WHAT VALUES WERE
PRESENT?
WHAT ARE YOUR PERSONAL VALUES?
80. THINK ABOUT THE WORST
MOMENTS IN YOUR LIFE.
WHAT VALUES WERE ABSENT?
IDENTIFY YOUR PERSONAL VALUES
81. THINK ABOUT MOVIE SCENES
WHERE YOU WERE MOVED TO
TEARS OR CHILLS. WHAT
VALUES WERE PRESENT?
IDENTIFY YOUR PERSONAL VALUES
82. ARE YOU WILLING TO HIRE AND FIRE
BASED WHETHER AN EMPLOYEE
FITS THESE CORE VALUES? EVEN IF
THERE ARE WERE A SHORT TERM
GAIN TO HIRE A NON CULTURE FIT?
IDENTIFY YOUR PERSONAL VALUES
83. CHOOSE 12 WORDS THAT WOULD
INSPIRE YOU TO GET UP EVERY
MORNING.
IDENTIFY YOUR PERSONAL VALUES
84. NEXT STEPS:
• ROLL OUT THESE VALUES TO YOUR COMPANY
• INTEGRATE THESE VALUES INTO EVERY
DECISION
IDENTIFY YOUR PERSONAL VALUES
85. ONE OF THE BEST CULTURES: WISCONSIN SKYDIVING CENTER
90. 33 DZ CUSTOMER TOUCH POINTS
Road Signs Car Park Check-In Training
Website PhoneSocial Media
JumpsuitsInstructor Videographer Plane
Ascent Free Fall Wait Time for Media
Media Closing
Wait Times Bathrooms Hangar Snack Bar