TOP 10 TIPS FOR LINKING SOPS TO CX GLORY

What does excessive staff turnover, high training costs, shrinking talent pools, extended operating hours and week-long trading days all have in common? They all pose significant challenges to delivering a consistent in-Club experience to members and guests.

With 10+ years working to enhance CX across hospitality industry, we observe that high performing businesses embrace SOPs as a solution to these challenges.

Clearly communicating Standard Operating Procedures (SOPs) that are customer centric, and empathetic in design, are the keys to consistency in delivering a great in-Club experience. This translates into less complaints, more happy members, higher revisitation and more efficient operations.

So, what is a Standard Operating Procedure (SOP)?  In simple terms, a SOP is a resource that outlines the specific steps required to achieve a specific outcome. There are many SOPs that are common across the Club industry, with some examples including Job Descriptions, Employee Onboarding, Checklists, Appraisals and Scripts.

Based on 10+ years of CX improvement across hospitality, below are ten tips to link SOPs to service consistency that we believe are essential for success:

1. Value SOPs as your Clubs intellectual property. Create budgets and empower key staff to build, iterate and improve.
2. Create member centricity by crafting SOPs to customer needs. Recognise segments, and augment SOPs to reflect segment needs.
3. Recognise your frontline staff are drivers of CX continuous improvement. Foster staff engagement by involving them in SOP development.
4. Link employee recognition to SOP execution. Celebrate staff that are consistently exceptional in delivering service orientated SOPs.
5. Simplify language and use images. Create messaging that is digestible by all and easily recalled.
6. Leverage technology to make SOPs accessible. Move SOPs from a dusty folder in HR to an online platform that can be accessed by all staff.
7. Leverage Customer Feedback. Improve existing SOPs to overcome customer pain points and opportunities to delight.
8. Include standards and deliverables that are quantifiable. Place your Club in a position to identify which staff require additional coaching.
9. Encourage teamwork and cross departmental collaboration. Recognise that members and visitors of your Club are blind to department silos.
10. Incorporate CX strategy objectives. Ensure SOPs fertilise your “Must Have Capabilities” of your CX Strategy.

A bonus tip: Progress over Perfection. A thorough gap analysis of your Clubs current SOP capability will quite possibly leave you in a state of despair. You may find SOPS are outdated, missing, lack customer centricity, and live on a dusty shelf. Creating SOPs as a source intellectual property is a marathon, not a sprint, just make a start.

For more than a decade, traCXio has been working with Clubs, Casinos, Resorts and Hotels to implement CX solutions to increase market share, decrease operating cost and grow revenue. traCXio is an online platform that guides service-rich businesses to implement an in-Club CX strategy and CX implementation plan.

Click here to learn more about creating a more systematic approach to enhancing in-Club experiences for members and guests.

 

You’re invited! to our complimentary webinar on ‘In-Club CX Strategy in Action’.

Details:
When: November 27^th, 2024 | 11AM AEDT
Duration: 50 minutes

Where: Online

Price: Complimentary

Register now: Click Here