Know Your CustomersJumpstart

April 15 and 16, 2013

Presented by: Ian Saroyan, GM, Lowry Park Zoo

Who Are Internal Customers?

What Do They Do For Us?Revenue GrowthWord of Mouth – Positive and NegativeFuture ClientsExpansive DevelopmentGuest InteractionCost SavingsIncreased Tourism and Travel

Perception is Reality!Employees view of their employers affect any and all guest, client and vendor interactions.Employee Turnover is directly related to the Quality of their Direct Supervisors.Supervisors/Managers/Directors all need creative tools to build morale, teamwork and a positive work culture.Staff make Connections between Morale, Work Culture and Management. Loose Connections, but Connections

Loose Connections

+ +

Ken with a Llama

Loose Connections

+ +

John trying to use an iPad

Easier Said Than Done!

Creative ConceptsTeam Building

Grouping Staff with other employees, breaking down departmental barriers.

Front Office, Culinary, Service and FacilitiesAny activities that are not primary duties or daily tasks can be viewed as opportunities for training and Culture Building.Personal Challenges, Work Goals, Taking Personal Pride in your accomplishments. Setting the example, Clients and Managers alike, i.e. Picking up Trash

When to do Team Building?

Peak Business TimesEngages staff and allows for pertinent content to be delivered

Pre-Shift MeetingsWeekly or Daily; set routines for the team to review Action Items and interact

Activity TimeVolunteer Needed

Action ActivitiesHokey-Pokey

Old School but effective, Singing, Dancing, Rump-ShakingShake-It-Out

Stretching, Coordination, Loosening up Military March

Caller recites and Team Repeats, Rhymes, “Sound Off”Happy Birthday (Spanish Opt)

Does not have to be anyone’s birthday, Mood Elevator, Adds Personal Touch

Personal AchievementManager Embarrassment, Individual Success,

Community Support

Action ActivitiesHip-Hop-Hooray

Count Off, Group Interaction, IndividualismSnare-Drum Pep Rally

Find A Drummer, Team Chants, Pump up the VolumeSomething You Didn’t Know

Write down something that no ones knows (skill, hobby, experience) and guess who wrote it

Compliment Your Co-WorkersToss an item to each other, whomever holds has to compliment another Team Member

Supervisors/Managers/Directors

Soup Sandwich Rope a group of 8 or more together, Must move as a team from one point to another, Timed Activity , Blindfolds optional

Don’t Say a WordTeam organization without Verbal Communication

Higher Level of Intuitive Team Building, Leadership and Outside the Box thinking….Activity Time!

Shameless Self Promotion

Marley Turns Three in Two

Months!

Questions? Comments?Thanks Much!

For more information please feel free to contact me directly:

Ian.saroyan@ovationsfs.com