Services

WHAT WE DO … AND WHAT WE CAN DO FOR YOU

Our expertise and experience is with hospitality venues of all sizes and types worldwide as well as other industries. We work with management to get the best out of your team and help you to create the optimal customer experience.

Working with your management, we help your team to achieve goals, analyse their values and map their self-improvement journey in order to become VIP Leaders.

The OARS programme is our proprietary venue improvement and reporting system that can be used anywhere in the world. Trends analysis and competitor auditing are specialties that help you identify where your prospective guests currently spend their money.

Our programme offering includes our Front Line Customer Service Training that works towards perfecting your three key touch points: customer engagement, customer loyalty, and customer commitment. The Leadership Team Development Programme focusses on middle management: Team Leaders, Supervisors, Duty Managers, those you hope will take senior leadership roles.

We are also active as conference speakers on the topics of customer experience, maximising the team’s potential and increasing sales, based on our extensive case studies and survey data.

Regular blogs, food and entertainment trends, tips and the latest in what is happening in the industry around the world can be found on our blog page on website at http://thevipp.com

We offer the following services:

TRAINING AND EDUCATION

  • Keynotes and workshops at conferences and events
  • Service, loyalty and sales growth presentations
  • Strategic retreats and workshops

COLLECTING AND ANALYSING DATA

  • Mystery Shopping, OARS programme
  • Competitor audits, trends analysis
  • Data analysis sessions
  • Guest and staff surveys
  • Focus groups

TURNING DATA INTO MEANING AND ACTIONS

  • Consulting: troubleshooting, turnarounds and start-up strategies
  • Business diagnostics
  • Strategy development
  • Executive coaching

ONGOING PEOPLE DEVELOPMENT PROGRAMMES

  • Customer service training programmes
  • Middle manager development programmes
  • Leadership coaching
  • Behavioural profiling dynamics
  • Sales skills workshops

Testimonials

Michelle has a passion for customer service and a gift for growing people. She has a broad vision and an eye for detail; from systems of operation and attentive service, to lighting in the car park and how cool the air con should be…

She is accessible, efficient and people just love her and working with her. From management all the way down we now have greater self-awareness, improved accountability, and customer service has improved in leaps and bounds. I am proud of our operation now, and staff are queuing up to work here

Scott Spicer – HR Manager Revesby Workers

We’ve been using Michelle for over ten years. With every mystery shopping visit feedback comes promptly so we can address any issues very quickly. New eyes coming into our business show us things we can miss. Timely reports enable us to action feedback from those visits giving praise and flagging what could be improved.

Michelle’s willingness and ability to customise reports so they are really specific to our service delivery standards make her services truly outstanding. She always makes herself available to us, on the phone and in person, and her flexibility and approachable nature has made her an invaluable asset to us.

Annette Martin, HR Manager, Mounties Group