Dance Studio Owners
Inner Circle
Team Operating System
With michel Falcon
module one: Company Culture Strategies
Build A Workplace That Drives Sales, Profit
and Grows an Admired Brand
To maintain your best employees and build an admired company, it's undeniable that you need to create a culture that your team can thrive in.
Building a great company culture goes beyond having bean bags and a beer fridge in the office. You must build an environment where your employees feel heard, valued and understand their purpose within the company.
welcome to the team operating system course!
5 ways to embed your core values into the DNA of your company and produce results
Create your own Netflix-like culture deck for onboarding & training
3 affordable strategies for building your company culture
How the people-first culture and 3p strategy has revolutionized company culture
How to manage high-performing employees who aren’t company culture fits
module two: Recruiting Like A Pro
How To Open The Floodgates to Great Candidates For Any Position
If you find recruiting to be exhausting or you feel like there's no one out there that matches exactly what you're looking for, you may have to re-evaluate your recruiting practices.
This module within the T.O.S. course gives you everything you need to properly attract, recruit and poach talent so that your team is filled with all stars.
welcome to module two
use this job description to attract qualified candidates
Employee Muse: a way to paint a picture of your ideal employee
The required steps to build a company culture video for recruiting purposes
A step-by-step and cost-effective recruitment strategy
joseph marello interview
module three: Elite Interview Process, Questions and Onboarding
The Best Way to Identify Culture Fits, High Performance Leaders and Company Ambassadors
According to Forbes, the long-term cost of a bad hire can be $240,000!
If you find yourself in a never-ending loop of hiring for the same positions without being able to find and keep great talent, I'm excited to share my six-step hiring process with you. It's complex, it's robust and it's helped me hire some of the greatest people I've had the privilege of working with.
beyond having bean bags and a beer fridge in the office. You must build an environment where your employees feel heard, valued and understand their purpose within the company.
the six-step interview process to immediately increase employee retention and stop making poor hires
how to host a successful phone interview and filter out poor candidates
how to measure the candidate's workplace behaviour before hiring them
the culture in-person interview (the most important part of the interview process to protect your brand)
skill set interview - identifying technical ability for high performace
best practises to run effective reference checks
the offer and onboarding: create an experience your new employee has never seen before
The assignment: a take-Home assessment to guage will and skill
the decision: a collectove agreement among peers
module four: Customer Experience Design
Have Your Employees Deliver Customer Service That Will Have Your Customers Coming Back and Telling Their Friends and Family About You
I wouldn't be able to provide a product like this course without knowing that these strategies are tried, tested and true.
These strategies will work for you no matter what industry your business is in
welcome to module FOUR
what your training program should include to set employees up for success
what's the difference between customer service and customer exPerience?
the 3 customer personality types and how to build genuine rapport with each
how can your employees achieve 'service endurance'?
what is organic growth, why your company must have it and how your employees can contribute
defensive and offensive customer service: how your employees can switch between the two
micro customer experience program: how this initiative created our service culture
module five: Customer Journey Mapping
The Hidden Strategy in Business to Earn Customer Loyalty and Create an Experience Your Customers (or Industry) Has Never Seen Before
This strategy is something I recommend to every company I work with who is looking to improve their customer experience and create alignment across all departments.
It's inexpensive and it helps identify where the strengths and weaknesses are within your company's customer experience. It's something I use within my own businesses and it's one of my highest requested workshops that I've hosted for companies around the world.
welcome to module five
what is customer journey mapping & why must your company host this workshop ASAP
what you will need to do before hosting a customer journey mapping workshop
Michel’s Traffic Light Model: This Method Is Where The Real Value Is Earned
how to run the customer journey mapping workshop and produce results
Customer Journey Mapping Best Practices: Avoid These Mistakes to Save Time and Money
module six: Customer Retention
Build the Framework to Resolve All Complaints, Across All Channels Within One Business Day and Reduce Customer Churn
Learn how to turn negatives into positives with my customer retention and complaint management strategies.
Hospitality is an unforgiving industry where excellent service and a great product are the bare minimum. If these strategies are generating 5 star reviews on Google and an NPS score of 81, I'm confident they'll work for you.
welcome to module six
How to Build a Customer Retention Framework
6 Essential Things to Consider When Reducing Customer Retention and Complaints
Customer Retention and Complaint Management Training for Your Frontline Employees
Bonus Strategy:
90 Day Letter
team operating system wrap-up
