Here's 5 key areas to focus on. Use the questions to evaluate where you are and then create actions steps out of your answers.
RELIABILITY
Is our check-in system and process consistent?
Is our level of service consistent or up and down based on which volunteers show up?
Are we always ready to receive families at the scheduled check-in time? For example, if that is 10:00 am, are there times when we are not ready until 10:05 or 10:10?
If you have more than one weekend service, is the level of service reliable and consistent across all services?
Do we earn the trust of families?
What are some steps we can take to become more reliable?
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ASSURANCE
Do volunteers have the skills and knowledge needed to deliver a good first experience for families?
Do our volunteers need any further training or development ?
What are some steps we can take to give our volunteers the assurance they need to succeed?
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TANGIBLES
Is our signage clear and easy to understand?
Do we have reserved parking for guests?
Is the equipment we use to check-in people in good working condition?
Are our facilities clean and well maintained?
What are some tangibles that we need to add, remove or adjust to deliver a good first experience for families?
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EMPATHY
Do we express genuine care and concern for our guests?
Do we have empathy for guests and bend guidelines to accommodate them when needed? (besides safety and security)
Do we take time to see the guest's point of view?
How can we be more empathetic with our first-time guests?
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RESPONSIVENESS
Do we provide a prompt, easy check-in / registration process?
Do we seek out and respond to feedback?
Are we willing to go the second mile to make first-time guest families feel welcome?
Do we resolve issues and conflicts in a timely, peaceful and patient manner?
How can we be more responsive to our first-time guests?
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