Platinum Service Program testimonials

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Platinum Service Program Testimonial

Andy Jessen, Bonfire Brewing

The program was good for us because it was a fun way for us to challenge our team. We already had great service, but this helped us crystallize what things help make it that way. We were transparent with our team regarding what things secret shoppers would look out for, which kept everyone on their toes with behaviors that quickly became positive habits for them. It certainly made some team members nervous, but everyone felt a sense of pride when they got to read their positive reviews.

 

Platinum Service Program Testimonial

Chris Dudar, Edwards Station 

The Platinum Service Program has been a great tool for our team at Edwards Station. We use the detailed evaluations as a way to reward great service and also as a teaching opportunity. We train all our new employees on our service standards and let them know that they could be shopped at any time. Then we get to see those standards in action through our mystery shop evaluations. When an employee is singled out for great service, they get a $50 gift card. When there are areas for improvement, we can coach up the staff. It’s a fun, effective way to keep an eye on your team, without making them feel micromanaged.

 

Platinum Service Program Testimonial

Steve Giangiulio, Sales & Brand Manager, Ski Butlers

How has the Platinum Service Program helped you motivate and/or reward your employees?

  • The mystery shopper program keeps all of us on our toes and motivates us to provide Legendary Service to anyone who calls or inquires about our services whether they are asking about our ski rentals or anything ski related. If we are talking with a customer over the phone or if we are customer facing with a drop-in to our shop, they are treated with respect and feel as if they are our most important client.

How has the Platinum Service Program helped you identify potential improvement areas?

  • Our phone etiquette. It’s always been solid, top notch and we’ve always told our team members to smile when on the phone because the callers can certainly tell. That being said, our language was different depending on who answered the phone. Due to that we’ve come up with better profiles so that no matter if they are calling our shop or any other shop at the 37 resorts we serve in North America, customers are greeted with the same language, and our services are talked about with similar emphasis on what we do best.

Share your biggest success associated with the Platinum Service Program.

  • We are always grateful for a call but at times we weren’t thanking them for reaching out to us at the beginning & the end with every call. That was highlighted in one report…they were thanked at the beginning of the call but not the end. Now all of our team members start by thanking them at the beginning of the call and also at the end, we thank them for their time and for their inquiries. Having that consistency is very important and allows us to be even more gracious to our customers.

 

Platinum Service Program Testimonial

Lori A. Barnes, Director, Vail Public Library 

How has the Platinum Service Program helped you motivate and/or reward your employees?

All Vail Public Library staff who are evaluated through the VVP Platinum Service Program are submit to the management team at the Town of Vail for further recognition in the town’s Employee Rewards Program.  These nominations not only earn the employee public recognition throughout the entire town including Town Council, Department Heads and all TOV staff.  But, in addition, each nominee is also awarded a cash bonus – typically a $25 gift card to a local merchant.  This is a very proud moment for all TOV staff, library included, as we take customer service very seriously here!  It’s so much a part of our culture.  It’s also very heartwarming for the honored employee to read what the mystery shopper has had to say.  More often than not, the employee recalls the episode which is always fun!