Lumpkin & Associates : Host

Lumpkin & Associates
P.O. Box 1246
305 N. Section Street
Fairhope, AL 36533
Phone: (251) 928 - 1736
Fax: (251) 928 - 3710

"TO HAVE A LOYAL CUSTOMER
IS AN EARNED RIGHT"

Ultimately, your purpose is to create loyal customers. These loyal customers do more than just return.

· They are less price sensitive.
· They are more forgiving.
· They are more resistant to new competition.
· They provide "Word of Mouth" Advertising.

FACTORS CRITICAL TO YOUR SUCCESS
We have found there are certain factors that are critical to your success with your particular customers. An essential step in developing a truly "customer focused" organization is to monitor front line operations through the eyes of the customer (or potential customer). Much like the electronic navigational device, our C.P.S. or CUSTOMER PERCEPTION SURVEYS show where your customer satisfaction levels are now and helps guide you where you want to go.
Our philosophy is to recognize and celebrate the good behavior of your team while identifying situations that need to be corrected.

HOW CAN WE HELP YOU?
· C.P.S. ~ Some of the benefits of monitoring front line operations with our "mystery diners" are:

· Identify immediate concerns that affect long-term results
· Monitor training efforts.
· Build customer satisfaction and loyalty.
· Strengthen the bottom line.
· Produce valuable, objective information to be used in employee appraisals and incentive programs. These periodic overviews will serve as an inventory of customer experiences much like your business relies on product inventories.

· Operational Troubleshooting ~ Uncover the causes of the symptoms needing to change. An extensive three day on site evaluation is performed through personal interviews and personality profiles with management and staff members, as well as, observing the restaurant at work. Our comprehensive report will analyze your current customer service levels, major cost centers (food, bar, labor·) and give specific recommendations to achieve your sales and profit goals. At times, there is a need for further "TEAM development which we can plan at that point.

· Training seminars (from 1 hour to 2 days) ~ "Earning the Right to Lead", "The Power of Choice" & many more found on the speeches/seminar page.

· Team Building Programs ~ There are specific stages of development that all organizations experience in the "Life Cycle" of team development. We will help you move from a Collections of Individuals to a Cohesive Team.

· Management & Employee Evaluations ~ Constructive vs. Destructive

· Customized Orientation & Training Manuals ~ Start them off on the right foot then develop them.

· Systems Management ~ Provide the means for consistent execution

· Site Selection and Market Analysis ~ Minimize Risk by Knowing the Market

· Local Marketing ~ Build your customer base from the unit level

· Training Video Production ~ Standardize your training efforts

Professional affiliations:
IMC ~ Institute of Management Consulting
ASTD ~ American Society for Training & Development
SHRM ~ Society for Human Resource Management
NRA ~ National Restaurant Association