The party services industry is a broad and large industry that encompasses services from the likes of party planners, inflatable rentals, tent rentals, children entertainers, clown service, table and chair rentals, videographer and photography service, catering service, concession machine rentals, DJ service and more. As large as the industry is and as many services as it encompasses, it still has one thing in common, it is in the service industry. This means that all companies provide a service, an intangible good to consumers. The quality of the service determines the quality of the company and its image to consumers. Just like the quality of products for retailers and manufacturers determine the success of the business, the quality of service determines the success of a service company. So what must you do to improve your company’s image and service?
Every company must have a mission, goal, or objective in the endeavor. The company’s corporate culture, along with the mission, goal, or objective, must be represented by every member in the organization. The members of the company and the quality of service they provide represent the company to the customer. This can be the customer service representative, the manager, the delivery personnel, or even the attendant service the cotton candy. Every direct line of communication is important and must be coherent in its level of quality and service. Yes it is difficult to align all members of an organization to provide the same level of service since individuals are different and act differently. However, managers and executives should seek to identify the levels of direct communication between the company and the customer, what information is passed, how communication is done, and how company representatives can be trained or directed to providing a service that’s coherent to the company.
Customers view individuals within a service-oriented company as being the image of the company, and therefore it is important to create a corporate culture that establishes practices and rules for everyone to adhere to. Creating a corporate culture and mission for the company can be important for everyone to know, and it can help identify what the company’s goals and objectives are. Without an established framework for people to follow, individuals are left to themselves to provide services at their discretion. This can be seriously damaging and can cause the company’s image and perception to go down. Providing a corporate culture and establishing a framework helps reduce differences in the level of quality from everyone in the company and can contribute to creating a successful image that customers will value.
Training and education is also important in service-oriented industries because you want people that will be able to help answer any question a customer might have. Having a knowledgeable and experienced staff is key to providing a high level of customer service. However, as any business owner knows, it can be costly hiring experienced and talented staff members or establishing training programs. So how can this obstacle be tackled? Providing training for new products, or services, and how to deliver the good is a necessary start. Employees can learn by trial and error, but this can contribute to losing customers through mistakes and creating a bad image. Therefore, it is essential to train employees in the processes that they will be conducting. For a customer service representative, you want to train them on things such as communication skills, greetings, sales, and knowledge of the product or process to help answer questions. Delivery personnel must know how to setup and operate the product and also be good with skills such as communication, socialization, and timeliness. Each individual in a company has tasks that are specific to them and must know how to do them successfully that both adhere to the company culture and mission and portray a high level of service.
Quality and consistency of service are the golden keys to success in the party service industry. Being able to identify the levels of communication and the methods of communication are key to knowing who deals with customer and how they do so. Creating a corporate culture and mission statement for everyone to follow is essential for paving the way for others and having a framework for them to abide by. Then training and educating your staff on the processes that identify their tasks and giving them the tools to learn and grow can help create a successful workforce, company, and a high level of customer service.