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North America Module I - Group Induction w/ Video

Refresh of Soho House Ethos
by

Soho House

on 14 March 2017

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Transcript of North America Module I - Group Induction w/ Video

Ethos
"The beliefs, customs, or practices of a group or society"
The Soho House Ethos
Yes Yes Yes.
Make it happen.
WHY CUSTOMERS DON'T RETURN...
4% Move Away
5% Socialize with other friends
9% Competitive reasons
14% Product dissatisfaction
68% An attitude of indifference from employees
DEFINITION: CUSTOMER SERVICE
"Customer Service is the ability to provide a service or a product in the way that it has been promised."
Customer Service Management Group, 2007
TODAY'S AGENDA
Meet the team.
Soho House Ethos & Culture.
"Site-seeing".
Rules & Regulations.
House Four, Cookhouse & House Tonic.
Health & Safety.
Uniform & Grooming.
Wrap-up.
EXERCISE
[30 minutes]
Split into 4 groups.
Briefing.
De-brief.
DE-BRIEF
What represents a
green
pebble?
Having a good time.
Style.
Passion.
YES
YES
YES!
Challenge yourself to find a solution, always.
What our expectations are:
Walk in their shoes, find out how they feel.
Make them remember you.
"No" is never an option.
HAVING A GOOD TIME
Enjoy what you do while being professional.
What our expectations are:
Make friends.
Work with your team.
Members/Customers should always come first.
STYLE
Always look sharp, and at your best.
What our expectations are:
Look and play the part.
Be friendly and be approachable.
Look your best, it will be noticed.
MAKE IT HAPPEN
Take action!
What our expectations are:
Follow through, and follow up.
Ask for help if needed.
Take pride in what you do, but stay humble.
PASSION
Love what you do.
What our expectations are:
Don't be complacent.
Share your passion through great service.
Always be "on", learn your trade, be curious.
How can we relate the pebble exercise to our service?
What represents a
blue
pebble?
QUICK HISTORY
...It's what we do.
SPEED OF SERVICE
Timing is very important to us; make it happen fast "as if by magic".
Be very aware of time
3-8-10
How can we apply Speed of Service, Urgency, and Purpose to all of our departments?
URGENCY & PURPOSE
Urgency
with no Purpose?
Purpose
with no Urgency?
Urgency with Purpose!
What will be the impact on Service?
How will you benefit?
Soho House Induction
OBJECTIVES
Explain our Soho House Culture
Describe how to demonstrate our Ethos
List and describe our sites across the world
Explain our 3-8-10 initiative / Speed of Service
List the PD support available to you
Demonstrate good Health & Safety practices when back at work
Demonstrate good grooming following the Soho House Standards

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