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Voice Your Opinion Tell Your Friends Eric Moore was well-steeped in customer service before becoming director of dining services at North Hill six years ago, having worked in food and beverage service for 20 years.
No one was focusing on the people who would work and live in these buildings. They make the buildings come alive and no one was talking about it. A values steering committee gathered input from team members staff and three top values—excellence, customer service and respect—were chosen. He vetted and honed the initiative and training as a Fellow of the LeadingAge Leadership Academy.
The training includes multimedia presentations and challenging exercises. It provides examples of both good and bad customer service and teaches how to communicate with those who have communication styles different from their own.
One exercise involves participants pairing up, one to make a fist, the other to convince the person to open it within 30 seconds. Several real-life stories are shared during the training, illustrating how even the smallest deed can create a lasting impression. One story is about Johnny the Bagger.
Barbara Glanz, a speaker, author and consultant, has written about Johnny and related the story in a live speaking engagement. A large grocery chain had hired Glanz to give customer service training to 3, of its employees. Shortly after the training, she received a call from attendee Johnny, a year old grocery bagger with Down syndrome.
He had taken her teaching to heart—that everyone can do something special for his or her customers. He had decided to give his customers a thought for the day. Every night, with the help of his Dad, Johnny found a thought, printed dozens of copies, cut them into small slips of paper and signed the back of each one.
He tried to steer the customers toward other checkouts, but they all refused. It had been transformed into a wonderful place to work and shop. And it must be visible. All department directors have defined what hospitology and customer service specifically mean to the department.
Team members are evaluated on how well they demonstrate these values. Moore has presented the hospitology concept and training to dozens of providers and the feedback so far has been overwhelmingly positive. He is currently working on a minute hospitology refresher for North Hill and is excited about sharing it with communities around the country.
Jill Vitale-Aussem had always been a believer in customer service training. Yet throughout her 16 years in long-term care management, she had tried and failed many times to implement lasting results. Three years ago, Vitale-Aussem became executive director of Christian Living Communities—Clermont Parka continuing care retirement community that also offers HUD Section 8 independent living apartments.You can make a difference (Johnny the Bagger) A consultant was hired by a supermarket chain to lead a customer service program to build customer loyalty.
She challenged everyone to make a difference and create memories for their customers to bring them back.
johnny legend customs was asked to build a bike for the ceo of sharpie pen corp. FROM THAT BUILD JOHNNY WAS ASKED TO BECOME THE FACE Read More» Baggers Mag Feature.
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Sign Up. See Photos. Johnny Bigger. Manager/Driver at Johnny Bigger's Towing & Recovery. Meares Plumbing. Spring Hill, Florida. See Photos. Johnny Bigger. The Simple Truths of Service: Inspired by Johnny the Bagger. Ken Blanchard August 6, Gildan Media. Narrated by Don Hagen and Rose Itzcovitz.
38 min. Switch to the ebook. Buy as Gift Add to Wishlist. Play Sample. $ $ Audiobook. GET MAGAZINE QUALITY PHOTOS BY DOUG MITCHEL PHOTOGRAPHER DOUG MITCHEL is the official photographer for Johnny Legend Customs. Doug has published numerous motorcycle books and has taken photos for all the.
Johnny’s idea wasn’t nearly as innovative as it was loving. It came from his heart – it was real. That’s what touched the customers, his peers and those who read this story.
Since the story was published in , there have been dozens of articles and books written about Johnny the grocery bagger.