January 2014: The winners of the 2013 OOPS Superior Service Awards are setting a new standard for customer service in Registered Clubs, leading the way for industry-wide improvements.
The prestigious awards, recognise outstanding customer service in Registered Clubs across NSW. And 2013 saw an incredibly competitive playing field emerge across the industry.
‘The number of contenders for the awards rose by 40 per cent in 2013,’ says Michelle Pascoe, Managing Director of OOPS. ‘And after the success of the 2012 awards, many of our clients raised the bar with major renovations, rejuvenated loyalty programs, and staff training,’ she adds.
‘This, coupled with the growth in entries, set a significantly higher benchmark for 2013.’
The Superior Service Awards, underpinned by OOPS’ market-leading expertise in customer service systems, have become highly influential. Customer service is important to Club patrons, and public recognition of excellence in this field helps attract new customers and augments relationships with existing patrons. Undoubtedly, the OOPS awards have contributed to an increased focus on customer service across all points of Club management industry-wide.
OOPS congratulates each of the winners for 2013:
OOPS Large Club – Superior Service Award:
Mounties at Mt Prichard in Western Sydney stood out as an ‘exceptional’ Club thanks to its approachable, helpful staff who are ‘always ready with a smile’.
OOPS Medium Club – Superior Service Award:
Lantern Club at Roselands in Sydney’s was described as ‘a friendly, home-away-from-home Club that provides … impeccable facilities and very friendly, attentive service.’
OOPS Small Club – Superior Service Award:
Mooney Mooney Club, located on the Hawkesbury River just north of Sydney, boasts stunning water views with service to match. It was noted that the staff ‘work well as a team and provide genuinely excellent customer service.’
OOPS Club – Superior Service Open Category Award:
Balgowlah RSL on Sydney’s northern beaches won the inaugural open award thanks to ‘enthusiastic and engaging staff’ who ‘demonstrate an excellent rapport with patrons’.
(Runner Up – Sydney Rowing Club, Abbotsford)
OOPS – Superior Staff Service Award:
Tracee Rooke, from Shellharbour Workers Club (Shellys) on the NSW South Coast, has consistently shown exemplary customer service skills throughout 2013 and is ‘an excellent overall ambassador for the Club’.
‘The Clubs that performed well this year have staff who engage all their patrons – both regulars and first-time visitors,’ says Michelle. ‘It’s all about going that extra mile in providing a WOW experience. This in turn creates return patronage and positive word-of-mouth publicity.’
Michelle’s tips for fine-tuning customer service systems:
- A professional and user-friendly web presence creates a great first impression, however Michelle suggests it’s better to stop focusing on the ‘clicks’ and concentrate instead on the ‘smiles and hellos’.
- Exploit the lucrative dining sector by ensuring consistent service in all dining venues.
- Offer leadership development and further education opportunities to staff to create a career-focused, professional and motivated team.
‘The 2013 winners truly do set a new standard for customer service in Clubs,’ says Michelle. ‘We look forward to an even more competitive field for 2014 as the industry continues to strive towards increasing excellence in customer service.’.’
To participate in the 2014 Superior Service Awards program, visit http://oops.net.au/awards/nomination/
OOPS specialises in every aspect of service operations and processes that impact their clients’ customer experience. Founded by Managing Director, Michelle Pascoe, OOPS expertise is built over 19 years in mystery shopping, service benchmarking, surveys and focus groups. Since 1999 many leading clubs, pubs and hotels rely upon the OOPS Insight Report as a vital tool in evaluating staff and system performance in customer service, image and presentation standards, as well as in regulatory compliance.
P: +61 2 8005 4000