How would you like your company to provide consistently great customer service experience? Not just some of the time, but all of the time. Pal’s Sudden Service, the 2001 Malcolm Baldrige National Quality Award winner does just that. Pal’s consistently has one of the highest levels of customer rankings for hospitality. Learn how they do it. Learn the principle on which this superb execution is based. Formulate how you might use this principle in your company to consistently “Wow” your customers with great hospitality … every time.
David McClaskey is Co-Founder (with Thom Crosby in 2000) and President of Pal’s Business Excellence Institute (www.palsbei.com). The mission of the Institute is to inspire and enable leaders to achieve operational excellence. The Institute, where David is one of the key instructors, currently trains 800 leaders per year. Seventy percent of Pal’s BEI revenue is from repeat business. Since 2012, the Institute’s training process, which David developed, has inspired and enabled 100% of the companies attending to implement something they learned during the training in their operations within four weeks. As far as is known, this is a benchmark for this type of training. Pal’s BEI training is based on the role model practices of the Baldrige National Quality Award winning 26-unit Quick Service Restaurant brand: Pal’s Sudden Service. Pal’s Sudden Service has: 4 times the repeat business of national brands; 4 times faster service than that of the best competitors (a car leaves the drive thru line every 18 seconds); more than 10 times better order accuracy; has some of the highest levels of customer hospitality rankings; and has half the employee turnover of the industry.
Some of the highlights of David’s 40-year training, consulting, and speaking career in inspiring and enabling others include:
To learn more about Operation Excellence visit David's Website here.Go Back