Crisis Communications 101 with Jeff Chatterton

Crisis Communications 101 with Jeff Chatterton

Jeff Chatterton specializes in crisis communication, almost exclusively on the travel, tourism, attractions, and aviation industries. He is an IAAPA member, and the co-author of a best-selling book on crisis communications, “Leaders Under Fire,” intended to ‘peel back the curtain’ on many of the myths in crisis communications.

 
Whether it’s the Ebola outbreak in Africa, privacy breach in Canada, a volcanic eruption in Ecuador, or a hot air balloon accident in Las Vegas, he has been there and done that. He has clients from Stockholm to Sydney, and in a non-pandemic year visits them on all six continents.  

Session One: Trust
You’re thinking of reopening, but watching the chaos unfold around you.  The staff is revolting. The public is upset and complaining on Facebook. The Mayor is on Line One, and the local TV station is on line 2.  

Did you know the public doesn’t care how ‘clean’ you are, even in a pandemic?  They want to know ONE thing: Can they trust you.  And the way you try to establish trust, using traditional tools, isn’t going to cut it anymore.  

Session Two: Messaging
What do you say when the public accuses you of putting public safety at risk by reopening?  What do you say to employees who are upset that you’ve opened – or upset that you’re not open yet?  How do you convince the public that your new procedures are for their benefit?  What are the magic words you need to remember?

Jeff Chatterton will outline his secret formula to answer difficult questions.  The best part – you only need to remember 7 to 11 words.  The rest looks after itself.

Session Three: Recovery

Are we in for a bounceback or a long haul?  How can we convince school boards to do business with us again?  What clients can we afford to let go, and what clients do we need to reach out to in order to keep our business alive?

Jeff Chatterton is going to outline the steps toward prioritizing your stakeholders… and run us through a primer on exactly what NOT to say to them.

Meaningful Coaching

Meaningful Coaching

Robin Marshall has worked with TrainerTainment for more that 18 months. She’s a committed coach, full of care and compassion. Several months back, I asked our coaches to send in stories about the teams they work with. When Robin shares any story about a team she’s had the opportunity to coach, her eyes light up and her encouraging manner helps me know her teams will win. The story Robin shares below refers to a team who is continuing to stay the course during this uncertain pandemic time. While formal coaching has been on pause for several months, the connection and traction continues. I hope you’ll let us help your team win as we get back into the game! – Beth Standlee

THE JOURNEY

I have had a lot of meaningful encounters with my clients since I started working with TrainerTainment. It’s hard to pick just one story to tell, so instead I want to share with you the journey of one of our clients. From the signing of the agreement between TrainerTainment and this client to the first phone conversation, I could feel the excitement and desire of the owner to move their business forward.

BUY-IN

The folks on the second call included everyone from the birthday party coordinator to the Director of the Family Entertainment Center. The call lasted about an hour, and by the end, it was obvious everyone bought in to the process. The buy in even included some uncertainty surrounding the work and changes to the way they were currently handling group and party sales!

THE PROCESS

During the next few weeks, we gathered data and learned more about their party and group programs. This process allows everyone to learn a little bit more about the business and how important it is to work together. Our program provides a two-day onsite visit, where we prioritize coaching plans with a goal of helping each organization grow as quickly as possible.

CHANGE

Once trust is established, the team can work through any new initiatives and make decisions regarding birthday parties and group events that will allow them to be more efficient and effective with each guest. It was a true eye opener for them to accept the changes, put plans in place for implementation, and work through the process, handling the bumps in the road as they occurred. These folks are intentional learners and do their homework, so our weekly discussions are meaningful, intentional, and growth oriented.

GROWTH

Providing the training and support needed to implement their changes and processes for the past six months has been very rewarding. Knowing they have the right people in the right seats is invaluable. They report their numbers, their successes, and their challenges each week and, even with all of that, don’t forget to acknowledge the effort each of them contributes. And the business grows …

They have leadership, support, teamwork, and trust that continues to build through their daily challenges and experiences. They have seen that when they plan ahead, there are less challenges. If things do come up last minute, they adjust to help support one another and the organization to make things run smoothly and seamlessly for their customers. And the business grows …

This team knows, trusts, and believes in one another. They work together diligently to be successful and are a great example of how a true team operates.

CREATE GROWTH FOR YOUR TEAM TODAY

If you’re ready (even if you’re not), why don’t you at least have a conversation with TrainerTainment and see what’s possible. If there has ever been a time to grow party and group sales, NOW is the time. Call Today to schedule a growth call.

Insure Your Investment

Insure Your Investment

I hope you have entered the new year energized and excited! Are you dreaming of big things for 2020!

Did you make big decisions at IAAPA? How will you decide to spend your hard-earned profits this year? Did you invest in new equipment? Are you convinced you’ll get a return on that investment?

I’m curious to know what would stop you from investing 1% to 2% of your total revenue for training and coaching.

Unlike an insurance policy that you hope you’ll never have to use, an investment in training will show an immediate return on the investment. You can’t unknow what you are taught. You get to use the training and coaching $$$ for maximum benefit.

So what stops you? Actually, the better question is how soon do you want to realize a return on your investment?

Our experience is within 90 days out, sales or business coaching students begin to multiply the investment 5 to 10 times.

Want to know more? Click on this Calendly link and schedule a call to learn more.

Get ready to swing for the fences in 2020!

Vision vs. Mission

Vision vs. Mission

Establish the Vision – Make it Your Mission to Succeed

Have you ever flown Southwest Airlines? If so, you’ve likely experienced the crew’s tendency toward silly antics like spontaneously breaking into song or cracking a joke over the loudspeaker. They seem to really have fun. Sounds a bit like the fish market crew we wrote about last week, right?

It’s no coincidence that Southwest has gained a reputation for warm, friendly and fun customer service.

A visit to their website revealed that the company culture is immersed in this attitude. Their vision is to “become the world’s most loved, most flown, and most profitable airline”, and their mission is “dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.”

Southwest Airlines has built a company on being fun, friendly and – above all – loved. The in-flight shenanigans are great examples of how the crew embraces the vision and executes the mission of the company. And, much like our fish market stars in last week’s post, it works for them. They are an industry leader that many other big-named airlines have tried and failed to emulate.¹

Vision vs. Mission

Springboarding on Southwest’s example, let’s unpack these two components of company culture –vision and a mission.  Internet research provides many definitions and opinions for both. Some folks use the terms interchangeably, while others paint a very clear distinction between the two. Either way, their importance in defining a company’s culture cannot be denied.

One definition in a Forbes.com article states: Vision statements are about looking ahead; they state where you want your company to go. Mission relates to doing, which means it outlines the practical things you will do to achieve your vision. ²

This is a great breakdown.  However, for the purpose of getting to my point, here is my take based on the experience of building and running a business:

Vision – A company’s vision is what it aspires to be. The vision statement guides the direction of the company by outlining a purpose for growth. For example, our vision at Trainertainment is to grow and empower people. We seek to empower those that want to run faster and jump higher. It’s what we aspire to do – every minute, every day. We believe when you grow people, you grow the business.

(The vision is WHY we do what we do.)

Mission – If the vision is the objective, then the mission is the means of getting there. The mission statement outlines the day-to-day path to achieving the vision. At Trainertainment, our mission is to provide coaching, training, and tools that empower and inspire people. Above all, we believe in fun training that produces serious results.

(The mission is HOW we do what we do.)

Defining one or both for your company is essential to creating a company culture that sticks. These components are the foundation and roadmap for where you want the company to go and how you aim to get there. After all, if you don’t have a clear vision for your company, how can anyone else?

If you or your company do not have a vision and/or mission, then there’s no time like the present to start the process. Don’t know where to start or need help refining what you already have? Check out our upcoming training event in April: Trainertainment Business Growth Conference.

Stay tuned for next week’s post, as I continue to cover the core components of a successful company culture by discussing Values – which is a big one for us at Trainertainment.

  1. Solomon, Micah. “What You Can Learn from Southwest Airlines’ Culture.” The Washington Post, WP Company, 4 Apr. 2012, www.washingtonpost.com/business/on-small-business/what-you-can-learn-from-southwest-airlines-culture/2012/04/03/gIQAzLVVtS_story.html?utm_term=.d01d0e42cc33.
  2. Bradford, Jeff. “Bolstering Your Brand Through Vision And Mission Statements.” Forbes, Forbes Magazine, 24 Aug. 2018, www.forbes.com/sites/forbesagencycouncil/2018/08/24/bolstering-your-brand-through-vision-and-mission-statements/#53bad1c22176.
Track Sales All Year to Help Crush Your Goals!

Track Sales All Year to Help Crush Your Goals!

At the end of last year, we talked about what Scorecards are and how they can help provide clear communication, accountability, results tracking, and seeing issues before it’s too late. If this is your first time hearing about a scorecard, be sure to check out this article.

To grow your sales, you need a strategic plan. That plan is not only the thing you need to do to get there. You also need to track your sales weekly to be sure you are on track and meeting milestones along the way so you don’t get to the end of the quarter trying to play catch up. It also helps quantify your weekly activities so you can see sooner rather than later if you need to make adjustments.

Here are three tips to help you build your sales scorecard and crush your goals.

Break your big goal into smaller goals

You have come up with a goal for the year. Now it’s time to break it down into smaller chunks so you can be sure you are on track to meet your goal.

First, break it down into a weekly goal. If your sales goal for the year is $300,000, you will need $5,769.23 a week in sales to meet that goal. This will give your sales team an achievable short-term goal instead of looking at the $300,000 and wondering how they are ever going to get there.

What should you track to meet the goal?

Now you want to look at your sales process and reverse it to see what you need to do each week to achieve this goal. Everyone’s scorecard is different, but you should have 5-7 pieces of information you are tracking. Let’s look at a simple breakdown.

Let’s say your average party is $250. That means you will need to have at least 23 parties each week to hit your goal. Assuming your team closes 50% of the potential parties, you will need to have at least 46 proposals. If you know that two out of four calls/meetings gets you to the proposal stage, you will need to have at least 92 calls/meetings each week.

$5,769 Sales per Week < 23 Parties a Week < 46 Proposals a Week < 92 Calls Per week

Your scorecard would look something like this

Take time to think about what activities and key performance indicators (KPI) each person on your team should have to help you meet your goals. Have them visible so everyone is accountable for reaching the goal. Remember – accountability through visibility.

How to know it’s not working

Now that you have a Scorecard set up, it’s time to see if it’s working. If you apply conditional formatting to show as green when the goal was met or red when the goal is not met, you can easily see if the team is meeting or not meeting the goals.

If you are red for two weeks in a row, it means it’s time to take action! Look to see if your team needs a higher goal for outbound efforts. Check their sales process and shop your party booker to see if they are using the BDSQF. The key is to address the issue sooner than later.

If you don’t know where to start or just need help holding your team accountable, call or email us. We can help you get systems in place to crush your goals. 817-886-4840

Tips from Our Coaches to Grow Your Business in 2019

Tips from Our Coaches to Grow Your Business in 2019

We are just 28 days away from the New Year. If you think the year has flown by, wait, this next month will be over in the blink of an eye.

Have you thought about what you want your business to look like in 2019? If not, then you need to start now! Our team coaches and trains clients on a day-to-day basis. I asked each of them to reflect on the year and think about what they have learned as well as what our clients have learned this year and give you their best tip about how to grow your business next year.

Beth

I’m speaking directly to owners…stop doing everything. When someone says, “What do you want me to do?” try answering this…”What do you think would work best?” As leaders, we help people grow more when we stop solving their problems. Real growth happens when people begin to solve their problems. Be supportive and ask better questions. Being the answer gal/guy isn’t the only way to help someone else.

 

Mary

Focus on your people. Your team is your best asset and can be the hardest thing to replace. Take the time to get to know your team, train them with your core values, and know that hiring, training, and losing a team member can be one of the most expensive challenges in your business. A people first mindset for both guest and team members will grow your business.

 

Rosie

My best advice is for leaders to take the time to mentor their team. From the dishwasher up to your managers, take the time to talk with them. Give them regular feedback, whether it’s good or bad. Find out what their goals are and how you can help them reach those goals. Giving them coaching and guidance will make them want to work hard for you and it will develop trust that, in turn, will grow your business.

 

Vivian

Plan, plan, plan. Set your goals now for next year along with what steps will be required to achieve them. Even if you don’t have all the answers, you can fill in as you progress.

 

Amy

Be proactive, not reactive. Plan. Look for trends from previous years and make adjustments ahead of the curve instead of after. Look for business and ask for it – don’t wait for the phone to ring or the door to swing open. Have your managers wear logo shirts everywhere and be prepared to speak on your venue.

 

Barb

Set goals and develop steps to accomplish them. Write them down!!!!

 

Janice

Take a clarity break to work on your business. Step back and look at what is working and what is not working in your business. Set goals that will allow you to forge into 2019 with more time for your family.

 

Marlies

Create a budget for training. Follow through. Be sure the money set aside for it is invested wisely for maximum return on your investment.

 

JB

If you don’t have a set of core values for your business, identify them and use them in all of your business decisions. And if you do have core values established – use them, live by them, lead by them, and interact with your customers with them.

 

Laura

Focus on the growth.  We get caught up in so many things that don’t truly matter and those things become the focus.  When a problem/issue arises, handle it completely. Once and for all. Don’t keep “fixing” the same problem over and over. Get to the bottom of it….the very bottom of it….and fix it forever. Focus is the key.

 

We hope these tips help you start thinking about growing your business in 2019. If you are ready to dig in, set clear goals, and have someone help hold you accountable for meeting your goals, call us. We are ready to help!

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