Orchid has launched a brand new training course for Sales Ambassadors designed to roll-out unforgettable service by giving selected employees the opportunity to take to the stage for hands-on learning about up-selling and customer interaction.
Created by Orchid’s Training team, the session gave staff the chance to step into their customers’ shoes and really embrace hospitality.
From the moment each attendee arrived, they were treated to a true theatrical experience complete with popcorn and fizzy drinks. Customised programmes had been specially created with a ‘cast list’ showcasing each attendee along with the reason why they had been nominated to attend by their Area Manager or General Manager.
Lucy Craig of Orchid’s Training Team explains: “Great service is not only about food and drink; it is also about the show and the experience, and this is what the Sales Ambassador day was all about.
“Excellent customer service is a real art and our customers watch what we do, so holding this training session on stage adds that element of being aware of our actions.”
The day began with discussion on how front-of-house teams can learn about their customers and use that knowledge to give them the best possible service and experience, and moved on to the art of flirting and how simple things such as compliments, a smile or just greeting a regular customer by name, can make for excellent customer service. Getting this interaction right for each individual is a vital part of front-of-house service.
Groups also looked at how touch can be important and how to use contact and engagement to encourage up-selling and create a strong bond with the customer. This ‘serving without words’ section demonstrated how to make actions stand out.
Interactive sessions covered product knowledge, highlighting how information can create confidence in staff, thereby helping them to recommend and sell in a natural, helpful way.
To round off the day staff presented their role-plays, choosing the lighting and music to set the pub atmosphere, to share their thoughts on raising the bar and how everyone can offer better service each day.
The final memory and show section encouraged everyone to share a memory they will take away from the day, in a nod to the mantra that creating memories ensures repeat custom.
Lucy comments: “With an even greater understanding of boosting sales through service excellence our front-of-house staff are well-placed to showcase the art of service in our pubs.
“Now, every opening time will be tinged with the excitement and theatre of the stage, giving ‘lights, camera’ action’ a new meaning.
Stuart Waterson from The Cow in Cambridge was one of the attendees. “The day was very different – not at all what I expected,” he said. “I’ve been on a few different sales courses in the past but this was something else – far more engaging and interesting. The unique setting and way of learning will definitely help me retain more information and gives me ways to put what I have learned into practice in my pub.”
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