If you're like most employers, your workforce consists of down-to-earth, hard-working people who want to do their best for guests. You may have the greatest product or service in the world, but if the guest's experience isn't satisfying, you'll probably never see that person -- or their business -- again. Employees who know what is expected of them and are given the tools they need to properly serve guests will become stakeholders in your business.

Here are some statistics that will undoubtedly get your attention:

  • 68% of customers who do not return to a business do so because they feel they were treated poorly by an employee.

  • On average, one dissatisfied customer tells 11 other people about their negative experience. If the dissatisfied guest posts a message on the Internet, that negative experience could easily reach thousands of people!

  • 96% of unhappy customers will not tell a manager about a problem experienced at the business.

  • If employees are empowered to QUICKLY address customers' problems, 95% of unsatisfied guests will return to the business. We call that service recovery!

  • A lost customer can easily add up to thousands of dollars of lost income to your business.

  • It takes 8 times more money to find a new customer than it does to keep an existing customer.

What will your business gain by sending employees to the Guest Service Academy?

  • Consistent service that exceeds your customers' expectations.

  • Loyal customers who tell others about your business.

  • More satisfied employees who deliver service from the heart.

  • Employees with higher morale and better communication skills.
For further information on the Guest Service Academy, please contact Virginia Boyar, Director of Vocational Education, at boyar@ltcc.edu or (530) 541-4660, ext. 298.