“We are what we repeatedly do. Excellence, therefore, is not an act, but a habit.” –Aristotle

A seminar or workshop is great, but any initiative must be more than simply a “flavor of the month”. Leaders and employees must keep these ideas front and center to be successful. To that end, we recommend that the tool kit focus on both the customer experience, and what to focus on creating a strong employee culture through leadership and engagement.

This tool kit has enough ideas to allow teams to continue emphasizing important concepts internally and externally on an ongoing, long-term basis. Managers can choose topics in order—or better—select a topic based on the needs of the team. Managers can then follow the card in discussing that topic in their pre-shift or weekly meeting.

The tool kit has 52 modules, providing topics for each week for an entire year. Managers and employees can choose topics based on the needs of their team. Each module includes an objective, core content, discussion questions, and next steps in translating those ideas into Guest service actions.

We recommend that these modules be instituted as part of a pre-shift or daily line up that might not be more than 5 minutes in length. It is simply an opportunity to remind individuals about customer service.

Tool kits are materials that you may provide (1) in a printed binder format; (2) printed as recipe cards (see illustration); and/or (3) make available online. If utilized correctly, the tool kit will assure the organization that everyone is talking about Guest service on a daily basis. In talking about it on a daily basis, service improvements will be generated both internally and externally for years to come.

The following are sample tools that might be included in a tool kit: