Did you sign up for the Team Boston Celebrity Service System? Or, in your Galaxy is the Earth flat?

A retail business lives or dies by the quality of the customer service it offers, Period. To successfully gain and hold market share in today’s evolving, extremely competitive marketplace, you, the Team Boston dealer, need to dominate as the recognized provider of a consistently superior level of customer service.

And so a new planet in the Galaxy System was born.

• The Celebrity Service System shows you and your employees how to roll out the red carpet for your customers, with the spotlight on service every time they pull up to your pumps, enter your store, or bring their cars to your bay for service.
• The Celebrity Service System develops your employees into dedicated, motivated, “Celebrity Service Ambassadors” who have the attitude, the will and the skill to consistently treat every single customer like a celebrity.
• The Celebrity Service System provides you with unique and exciting events that can drive traffic, increase sales, and build customer loyalty.

What are the Celebrity Service Events?

 Once every quarter, Celebrity Service System “events” will be held. Creatively and colorfully themed around a particular service concept, these 6 week events involve communication, training, and motivation/incentive elements that both involve the employee and reach out to the customer.

The events will include:

• Director’s Guide to assist in conducting the event.
• Publicity Package of internal communications (poster flyers, etc.)
• Pre-Production Meeting to introduce the employee team to the event.
• Themed Event Newsletter announces event, news reports on event success, answers questions, etc.
• Interim Service Calls to retailers from specially briefed telemarketers  to get input on the event, answers and questions.
• Phone hotline that employees or retailers can call to answer immediate questions.
• Themed P.O.S. Materials That extend the event to the customer and enhance the “celebrity service experience."

 Employee commitment to and participation in Celebrity Service System activities and programs is key to its success. An important way to ensure employee involvement is to actively engage peer support for the system. Specially selecting and appointing an individual called a “Lead Ambassador” to represent and communicate the Celebrity Service System to the rest of the employees helps to effectively build the celebrity service culture. 

Casting the Talent

 Hiring the right “talent”- the people best able and most eager to provide celebrity service - is critical. This tactic establishes and “ideal employee profile that helps you to hire for attitude and personality with the goal of building a strong, compatible service team for your facility. You’ll get tools for pre-hire screening and guidance on innovative interviewing techniques.

Celebration!

Once you hire the right talent, it’s important to get them started on the right foot. That’s what Celebration! Is all about. It’s a simple, fun, and user-friendly employee orientation program that “celebrates” the new hire, indoctrinates him/her into the role of “Celebrity Service Ambassador,” and introduces him/her in an experiential way to the core service values and virtues of Celebrity Service.

Coaching the Talent

 Knowing how to encourage, support, and motivate employees so that they are willing, able, and eager to provide celebrity service consistently – and so that they will be more likely to remain with you for the long term – is what coaching is all about. This tactic shows you how to establish effective employee relationships that focus on leading by example, effectively answering employee questions, helping employees to generate ideas, and providing emotional and performance-related support.

Service Star Search

 This program takes a new and different twist on the mystery shopper concept. Employees will be asked to become “students of service by observing service at other businesses (competitors, other Motiva operations, and other retail non-gasoline operations) and reporting on and sharing their observations. The program also empowers employees to recognize superior service wherever they see it.

Spotlight

 This instant recognition program allows dealer, corporate staff, and drivers to “spotlight” employees who are caught in the act of providing celebrity service with a special Spotlight collector’s card. Receipt of these cards will be tracked over time, with special recognition going to those employees who accumulate the most cards.

Stellar Sellers

 This program will encourage employees to suggestive sell elected promotional items by rewarding them for doing so in a weekly “numbers raffle.” The program provides suggested promotional products/services and a suggested prize structure. While the level of involvement in this program is at your discretion, Stellar Sellers is designed to promote employee understanding of the value of promotional offers and build suggestive selling skills.

My name is Greg Woolf, pictured here with my wife Nancy and son Austin. We live in Pembroke, MA, which is a quiet little town on Rt. 3, just South of Boston.

I am a former Shell employee and have been with both Shell and now Motiva for about 10 years. I have worked mostly in the field and have spent some time as a sales development representative. I have also had the opportunity to work several years in the ETD network.

I was born in Dallas, TX and moved around the country quite a bit due to my father's job. I went to high school in Wauwatosa, WI and attended the University of Arkansas in Fayetteville,  majoring in Personnel Management. I later went
 

on to the University of Memphis where I earned my MBA in Marketing.

My hobbies include playing flag football, reading, working around the house, but most of all, playing with my son Austin.

My wife is an Occupational Therapist at Health South Hospital in Braintree. We are expecting our 2nd child in May.

I look forward to working with all of Team Boston customers in implementing the Galaxy System and most of all look forward to the benefits of our newest planet, the Celebrity Service System.
 

Congratulations!  The Celebrity Service System has been developed for and about employees. It’s designed to make you customer service experts - Celebrity Service Ambassadors - with the will and the skill to offer the kind of
exceptional service that will attract and bring back satisfied 

Team Boston would like to congratulate two of our award-winning retailers. John Cain from Rayhnam Texaco and Ghassan Tannous from Hanover Texaco were named Period 2 winners in the Building the Brand Together (BBT) program.

John's superior customer service earned the number 2 ranking in the entire region. Each of these retailers goes the extra step, providing their customers superior service.

Ghassan has been commended with several unsolicited phone calls and letters to Motiva by customers saying how much 
 

John and Ghassan are dedicated to making customer service their competitive advantage at their locations. Its no accident that each of these businesses are thriving in their marketplace,  despite tremendous pressures from their competitors.

On behalf of Team Boston, congratulations to John and Ghassan!

Team Boston would like to recognize a new member of our family. Richard Medeiros joined our team in December and is now the retailer in Taunton, MA.

Rick comes to us from the Penske Auto Center business where he has worked for many years.  He is a master mechanic with numerous ASE certifications. 

Rick believes professionalism and pride will eventually win customers trust and business.

Team Boston Dealers, lets give Richard a warm welcome and round of applause.