|
Consulting Services
 |
Summary Analysis Reports |
|
Staff Training &
Leadership Coaching |
Provided In
Exclusive Partnership with Performance Optimist Consulting
In 2011, Amusement Advantage forged an
exclusive partnership with Matt Heller of Summary Optimist Consulting
to provide insight and analysis of mystery shopping results through
Summary Analysis Reports. Additional consulting services also
offered through this collaboration are Staff Training & Development
and Leadership Coaching sessions to address issues identified.
These comprehensive solutions provide the tools needed to gain a
competitive advantage.
Step 1-Measurement:
A custom Mystery Shopping program is created combining industry
standard criteria and attraction specific parameters. On-site visits are
executed by mystery shopping professionals who represent each location’s
actual customer target market. Detailed feedback and observations are
provided via an extensive written report within 48-72 hours of the actual
visit.
Step 2-Analysis: In
depth Summary Analysis Reports are prepared based upon a series
of mystery shopping reports. These reports highlight trends and patterns
in employee behavior along with providing employee development suggestions
and potential employee incentive ideas. The reports can also provide
insight regarding guest perceptions and moments of truth from their
experience. An introductory 30-minute pre-analysis call is conducted with
appropriate members of the attraction’s leadership team to understand the
organization’s expectations. A post-analysis follow-up call is also
conducted to answer questions or clarify statements made in the reports.
Click here to View Sample
Fees are based on the
number of mystery shopping reports included. For example:
Summary Analysis
of Three (3) reports = $350
(+$50 for each additional
shopping report included)
Step 3-Action: Choosing the
right solution to any of the behaviors identified during this process can
be a complicated task. Our consultants will work closely with you and
your teams to ensure that a clear understanding of the cause of the
behavior is identified so the proper outcomes can be achieved. In some
cases, targeted and engaging Staff Training and Development
programs are appropriate, where other situations may call for
Leadership Coaching, process improvement discussions, or conflict
resolution sessions.
The following grid provides a few examples of possible solutions that
could be put in place to address the identified behaviors.
|
Behavior Identified |
Possible Causes |
Possible
Solutions |
|
Poor guest service |
Employee skill level |
Customer Service training |
|
Employee morale |
Look at Management practices |
|
Obstacles present |
Work to remove obstacles |
|
|
|
Procedures not being followed |
Employee understanding |
Training/communication |
|
Employee unwilling |
Look at environment/barriers |
|
Is it one or all? |
Individual vs. team approach |
|
|
|
Rude employees |
Frustration/feeling overwhelmed |
Look at environmental factors |
|
Not being able to handle
situations |
Look at hiring practices |
|
Conflict with others |
Employee relations mediation |
Fees are determined by the
solution chosen. For example:
Facilitated sessions
delivered to multiple people (i.e. staff training, management
teambuilding, etc.)
·
1 hour (meeting, lunch and
learn, etc) = $1000
·
1/2 day (3-4 hours) = $3000
·
Full day session (6-8 hours) =
$5000
Individual Coaching (i.e.
brainstorming, problem solving, operational review, etc.)
·
$100 per hour
By combining the process of
mystery shopping, trend analysis and developmental training, Amusement
Advantage provides all the resources necessary to give your attraction the
service advantage regarding your guests’ experience: Measurement, Analysis
and Action.
About Matt Heller
Matt
Heller is a 23-year veteran of the amusement/entertainment industry.
Starting as a ride operator at age 18, Mr. Heller worked his way through
numerous companies and leadership positions throughout the industry,
including 8 years as a dedicated leadership trainer and performance
consultant with Universal Orlando Resort and 2 years as the Chair of the
IAAPA Human Resources Committee. In June of 2011, Matt founded
Performance Optimist Consulting as a resource for leaders in the
attractions industry.
|
