This week, we came across an article in the Australian Financial Review, called ‘Create a hook factor to keep staff motivated and thriving’. The article discusses the deeper reasons why people can engage with their employer and their roles. You can read the article in full here.
Inspiring us to pursue the matter further within the Parking industry, PCI Managing Partner Cristina Lynn conducted a brief interview with Colin Chodos, one of the presenters at the 2010 Australian Parking Convention. He will be speaking on the topic of Developing a customer service culture to help drive increased profits’
What do you see as the applicability of tthe methods you will present to the parking industry?
Every parking provider, besides having the physical space as their product, employs teams of people to deliver the service: back office teams in accounts, marketing, IT and finance; service teams with attendants, cashiers and maintenance people.
The Service Profit Chain principles can have a direct positive influence on the performance of all individuals within a parking organisation. Most businesses succeed or fail depending on the performance of people. The world is littered with great products and underperforming businesses.
What measurable results have you been able to identify in businesses which have adopted the methods you will present?
Measurements can be found across various areas within the business. On the people side … one can measure improvements in ‘reduced’ staff turnover, increased staff productivity. Customer measures include increased customer satisfaction and loyalty through increased dollar spend and return business. At a business level, increased bottom line!!
What are likely timelines for adoption right through to results being identified?
3 months to 18 months. As you will appreciate, this varies from organisation to organisation depending on the seriousness of management to drive healthy change, also perhaps the openness / confidence to try better management ideas. This is one of the areas where we assist companies implement the ideas, especially those who wish to explore the journey to better profits.
How can businesses drive profitability through the adoption of these methods?
With the SPC it’s easy … there is a direct link between employee capability, satisfaction, loyalty which results in better value for customers. This in turn drives increased customer satisfaction and loyalty, which ultimately positively impacts business growth and profitability of the company.
You can see Colin speak at the APC 2010. For more information go to www.apc2010.com.au