Help Please Principle of Management

Business Name: The Café Around the Corner

SMART Goal: Increase customer satisfaction by 10% within a six month time frame.

Criterion being Measured: customer satisfaction

Time Frame For Goal Completion: six months

Explain the system that you will create to track the success of this goal?

Every month, employee surveys will go out to the customers on our mailing list. There will also be surveys attached to each receipt to reach people that haven’t signed up for email. The surveys will ask a variety of questions meant to measure the customer experience and their opinion of Café Around the Corner. All surveys will be electronic and collected in an online database that management can access. The surveys will be sorted by the employee that took care of the customer.

Why is being reliable and completing this goal on time important to the business’ success?

Accomplishing these goals will increase the reputation and financial success of the business. It’s also important to reach these goals in a timely matter as other aspects of the business are relying on me to follow through with expectations. It’s important to be professional and reliable when faced with objectives to complete.

What adjustments will you make if you fall behind completing this goal?

I will continually track the survey scores as they come in. If the business starts to fall behind, I plan on bringing in outside consultants to work with my employees. The consultants will run twice a month trainings that will focus on improving customer satisfaction. Every employee is required to attend at least one a month.

I will also begin rewarding employees that have the highest survey scores at the end of the month. This will improve motivation and create a customer service focus in the business culture. Publically sharing the monthly winners will also create recognition among the employees. These two methods will cover intrinsic and extrinsic motivation.