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The Cost of Cutting- Costs
In business today the kind of customer service that a customer receives can mean the difference between the success and failure of the business. When sales lag, the way many businesses reduce their costs, is by reducing their staff and cutting back on training the ones left behind.
When there is a reduction in customers coming to your business, the last thing that you want as a business owner or manager is for those customers that do come to your business to receive poor customer service.
You can spend hundreds or even thousands of dollars advertising your business to get a customer to purchase your product or service the "first time", but it will be far more difficult to get that dissatisfied customer to return to your business the second time. Statistically it costs five times as much to get a new customer as it does to keep an existing one.
There are several things that you can do to assure that you will keep your existing customers and attract new customers to your business. It starts by human resource planning; retaining your staff during slow periods, so that they will be in place when your business picks up. You also need to provide customer service training for your staff so that your customers receive good service and spread the word to other potential customers about your business.
Economists are forecasting that Canada is going to experience a major labour shortage within the next few years and you don't want to be in a situation where you cannot operate your business to capacity as a result of there being a shortage of well trained, professional employees.
We have recently up-dated our MANITOBA BEST Service Excellence Workshop for front line staff and added MANITOBA BEST Managing Service Excellence.
We deliver workshops at the MTEC Learning Centre in Winnipeg and various locations throughout Manitoba.
We have also re-introduced our MANITOBA BEST Service Excellence Recognition for businesses that train 50% or more of their staff. The business in Manitoba that has trained the most employees also receives an award, which is presented at our annual AGM.
If you would like more information on our MANITOBA BEST Service Excellence Workshops contact Mindie Copet at 204-957-7437 or email: mcopet@mtec.mb.ca. Further information can also be found here.
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Regional Meetings for Hunting Guides and Fresh Water Angling Guides
The Canadian Tourism Human Resource Council ( CTHRC) will be conducting two, one day meetings in Winnipeg, beginning February 18, 2010, for Hunting and Fresh Water Angling Guides to review the National Occupational Standard for these occupations. During these meetings we will ensure that the occupational standards are examined and are industry-relevant, network with other professionals, and HAVE FUN!! If you would like more information on attending these important regional meetings, please call Lori Slobodian at 957-7437 or 1-800-820-6832.
Outdoor Adventure and Ecotourism Conference
The full conference agenda and registration form is now available on our website. Reminder that registration closes on Friday, February 5, 2010.
For a copy of the agenda click here
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7th Semi-Annual Hospitality and Tourism Job Fair - April 9, 2010 at the Clarion Hotel
Watch your mail-box! In mid-February, MTEC will be mailing out employer registrations for the 7th Semi-Annual Hospitality and Tourism Job Fair. This event will be held on Friday, April 9, 2010 at the Clarion Hotel in Winnipeg. Job-seeker notices will be sent out mid March for the same event.
Our last job fair, held at the Winnipeg Convention Centre in August attracted over 375 potential employees.
If you have any questions about this event, please contact Luanne Christensen at 957-7437 or
lchristensen@mtec.mb.ca.
Business Training Workshops Hit the Road!
We are happy to announce that our new business skills training workshops are already booked and happening in Winnipeg and throughout Manitoba.
We are working with the Interlake Tourism Association to bring our Creative Marketing for the Tourism Industry workshop to their members at the Lakeview Resort in Gimli on January 27th. Seats are still available.
In February we are presenting a full week of business skills training in Lynn Lake for the Northwest Community Futures Corporation. We will be delivering marketing, selling, and finance courses to this group of new business owners to assist in making their businesses more viable and
increase their chances of acquiring financing.
For more information on these sessions, please contact Shannon Fontaine, CEO at 204-957-7437 or 1-800-820-6832 or by email:
sfontaine@mtec.mb.ca.
emerit Professional Certification for Event Coordinator
I have been working in the events industry for almost four years. MTEC was a driving force for me when I was unsure how to get started.
I went through the Tourism Certified Professional (TCP) Event Coordinator (EVC) certification process from 2005-2006 and found it fair, relevant to many event situations, and challenging. The requirement to work 1500 hours in the industry gives the certification validity because practical experience is equally as important as education. Although you can self-study the textbook, which is a very thorough publication, I would recommend taking a workshop series, such as one offered by entrepreneur and event manager Shirley Tillett (visit www.STAinc.ca).
I found that the evaluation as a whole was a good breakdown with various methods including a multiple choice exam, a written case study, and a personal interview. The MTEC staff was very helpful in recommending which components to focus on when I was studying. They do want you to succeed!
Having the TCP (EVC) designation has been a great addition to my resume and has impressed potential employers. Many people don’t know that this designation exists, and there is value in being the person to bring this to their attention. This title gives me credibility and gives the employer a feeling of confidence that I know my stuff. It also shows that I am committed to professional development and willing to learn new things. I have used sample critical paths and the MTEC textbook to prepare for job interviews. Seeing what I produce with these tools shows employers that I am a leader and will see a project through to the end.
From time to time I review the textbook and workshop notes when I’m preparing events to ensure that things haven’t gotten missed. As an event planner, you are the person who needs to worry about the details so you’ve got to think of everything!
Now I proudly wear my TCP designation pin when I am managing events.
Janine Guinn, Events Manager
United Way of Winnipeg
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The 10 Customer Service Trends for 2010
December 17 2009
In 2010, customer service makes a big comeback. It becomes the new marketing. Forget about paying lip service to offering “great customer service”. Let go all of those “the customer is always right” myths. It’s time to offer outstanding customer service only because it makes economic sense for your small business. It is the only truly sustainable competitive advantage.
Click to Visit Website
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Tips for managers
10 imperatives managers should always follow to drive performance
• Provide fair and accurate informal feedback.
• Emphasize employee strengths in performance reviews.
• Clarify performance expectations.
• Leverage employee fit.
• Provide solutions to day-to-day challenges.
• Amplify the good, filter the bad.
• Connect employees with the organization and its success.
• Instill a performance culture.
• Connect employees with talented co-workers.
• Demonstrate a “credible commitment” to employee development.
Source: Corporate Leadership Council
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Canadian HR Reporter
1/11/2010
Manitoba to increase H&S fines
Winnipeg — Manitoba has proposed legislation to increase the maximum fine for workplace safety violations from $150,000 for a first offence to $250,000. The legislation would also increase the maximum fine for subsequent offences from $300,000 to $500,000.
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You are never too old to set a new goal, or dream a new dream.
C.S. Lewis