A Team Boston Newsletter
March 15, 1999
Volume 2, Issue 3
 
 
 


 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

 The Power of Two

 MOTIVA! Two major oil company brands with the expertise and support of their parent companies. Powerful stuff. The Team Boston Texaco and Shell dealer taking advantage of the Galaxy, preparing for the business of the future. Powerful stuff. Now, through the Team Boston Power of Two planning sessions scheduled in the month of April, two powerful entities, Motiva and the Team Boston Dealer will enjoy an unprecedented opportunity to plan for the future.

  • At tomorrow’s expenses, will your business provide a fair return on your investment?
  • What consumer conveniences do you need to satisfy in order to stay in business?
  • Is there an opportunity to purchase your location?
  • What is my capital expansion plan?
  • Should I expand my business or sell my key?
 The Power of Two planning sessions will help answer the questions you need answered in order to make the important decisions to survive in tomorrows marketplace.

 There is limited space available in April, so contact your field consultant to schedule your session now:

  • April 7: Heidi Massey territory
  • April 8: Parky Parkman territory
  • April 21: Katy Hart territory
  • April 22: Greg Woolf territory
  • April 29: John Molloy territory
 In order to participate, you must have your Galaxy Scorecard balanced. Scorecard criteria by this time includes:

Galaxy Scorecard Progress
Report Second Quarter

Financial

  • Retain Financial Advisor
  • Ensure monthly statements are prepared
  • Review monthly/quarterly with financial advisor
  • Compare to regional averages
  • Set short range financial goals
 
 
 
  • Target areas of improvement – external marketing
  • Develop complete Business Plan
  • Target area of strengths and weaknesses
  • Develop improvement strategy with Sales Consultant
Internal Business
  • Ensure minimum housekeeping    standards are followed (90% Image)
  • Implement Celebrity Service System
  • Recruit, select, and train Lead Ambassador
  • Evaluate Mystery Shopper Reviews
  • Develop and maintain pre-hire system
  • Regularly conduct pre-hire system
  • Ensure consistent participation in mentoring program
  • Participate in Students of Service
  • Establish Monthly sales contest and encourage employee participation
  • Display and distribute celebrity    event materials
  • Hold pre-event meetings Review Lead Ambassador performance
External Marketing
  • Develop monthly local store marketing plan using financial comparison from financial analysis
  • Analyze redemptions and incremental sales of local store marketing plan
  • Organize Customer Appreciation Day
  • Track sales during and after Customer Appreciation Day and amounts to donate to charity
Learning & Growth
  • LJT Business Planning Session
  • LJT Financial Analysis Training
  • Streetfighter Training
  • Employee Training
  • Lead Ambassador Training
  • Fax machines with separate phone lines
  • Analyze business training needs
  • Develop training plan with dealer   utilizing Motiva and outside sources
  • Dealer specific needs

    • Email/Website
Lead Ambassadors

The Celebrity Service System has been developed for and about employees. It’s designed to make your 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 customers. But the system won’t work unless employees are active participants committed to its success. The Lead Ambassador program is one important way to make that involvement happen.

What is a Lead Ambassador?

 A Lead Ambassador is a specially selected and trained employee who will be responsible for representing and communicating the Celebrity Service System – its concepts, programs, and activities – to other employees.

What qualifications should a Lead Ambassador have?

The Lead Ambassador should be:

  • A full-time employee, and in your employ for at least 6 months
  • Able to communicate clearly in English, and be literate in the language (able to read it and write it)
  • Likely to remain with your operation for some time, as well as you can determine
  • Reliable, trustworthy, and dependable
  • Able to set a leadership example
  • Out-going, enthusiastic, and well-liked by other employees
Who should be the Lead Ambassador for your facility?

 Where the number and qualifications of a facility’s staff allow, the Lead Ambassador should be selected from the ranks of hourly workers. Establishing a productive and lasting connection with an employee is often more effective when it’s done through a peer-to-peer relationship, rather than via a management employee interchange. For many facilities, however, the Lead Ambassador will of necessity have to come from management ranks and in many instances actually be the dealer him/herself. In these cases, the Lead Ambassador will be trained in ways to establish a supportive, effective rapport with line employee(s).  Should a facility have no “non-ownership” employees, the function of the Lead Ambassador will strictly be, to act as the contact person/administrator for Celebrity Service System programs and activities.

What are the responsibilities of the Lead Ambassador?

The Lead Ambassador will:

  • Assist in conducting Celebrity Service System-related employee meetings
  • Act as liaison between your facility and the system coordinators from Motiva
  • Coordinate administrative details of Celebrity Service System Events
  • Conduct the Celebration! New employee orientation and re-orientation for existing employees
  • Provide a leadership example for Celebrity Service, and coach, motivate, and support employee involvement in the system on an on-going basis
 How much of the Lead Ambassador’s time will be involved?

After initial training, a Lead Ambassador should likely spend 4-6 hours a month preparing materials and coordinating and conducting system programs and activities.

How is the Lead Ambassador trained for this role?

A special, one-day Lead Ambassador orientation – called Journey – will begin the Lead Ambassador training process. Through the presentations, interactive exercises and experiences of Journey, the Lead Ambassador will:

  • Review the past, present, and future of the oil industry and the service station retail marketplace in order to  understand the reasons behind the creation of the Celebrity Service System
  • Learn about and embrace the purpose and added-value of the Motiva brand, and the individual importance of both brands under the Motiva banner
  • Understand the objectives, key concepts, and values of Celebrity Service and commit to consistently providing it and promoting it among fellow employees
  • Develop the knowledge and the skills to conduct the Celebration! new employee orientation and to execute service programs at you facility
Once Journey is completed, and additional half-day session will be held to present the first Celebrity Service Event

What do I do?

 First, carefully consider the qualifications and the role of the Lead Ambassador. Then select your candidate.    Discuss the opportunity with him (or her). Let him read the brochure. Ask for his participation. If he is not willing to perform the role, don’t force him. The Lead Ambassador position should be embraced enthusiastically, or not at all. Your Motiva sales consultant will call you soon to schedule your Lead Ambassador for Journey.
 
 

GALAXY MENU

March 9 & 10               Lead Ambassador Journey

March 11th                   Galactica Learning & Growth Planet
                                     Save the Bays

March 23rd                   The Connection Committee

March 30 & 31             New England Trade Show

April 7, 8, 21, 22, 29     The Power of Two

April 14th                      Galactica Learning and Growth
                                      Retirement and Succession Planning