MANAGING FOR SUCCESS

Timeshare Investment Conference
Orlando, Florida
Managing For Success Presented by Frederick Conte



In order to manage for success, the stage must be set in a manner that provides a
reasonable expectation to succeed. Successful organizations have one common
central focus: Customers. It doesn't matter if the organization is involved in timeshare, professional practice, a hospital or even a Governmental Agency; success comes to those, and only those, who are committed to looking after and continually developing its customer base.


Advertising, product positioning and market share pricing strategies are all important, in
fact vital in our business. But when all is said and done, goods are not sold; products and services are bought.


Eight years ago, the quality wave was breaking over us. Through this process, we
realized quality is not enough. Today, customer service is swelling larger than the
quality wave. Why? Human beings all have fundamental, emotional needs that must be recognized when delivering a service. They also have expectations. The challenge is to exceed these expectations during each and every customer service contact. Customers have come to expect more in our products and services. This wisdom is not a secret; talk to your customers. They know all the buzzwords the hospitality industry conveys in the pursuit toward quality.




Our owners and guests are educated. With today's rapid pace, speed is considered a
service, but let us remember that the speed of a computer will not replace a kind word
or a human touch.


Saying you value your customers on a poster in the employee lounge without a
program, a vision, or a defined process to deliver the message will not get the job done.


In order to deliver exceptional service and for your customers to have a rewarding
experience, you need to carefully examine what their expectations are, then exceed them. Each timeshare owner while on vacation expects:
• Efficient check in and check out
• Courtesy from all staff and associates
• Quality service during every phase of the stay
• Clean, tastefully-appointed accommodations
Have you ever known one of your customers to expect less? If your organization has a solid quality program, all of these expectations will be met - not necessarily exceeded.
Our job, in this unique business, is to exceed expectations creatively and with
enthusiasm.


Think 3-D: - Decide - Discover - Deliver
Customers, generally speaking, have simple needs. They are no different than you or me. We must first decide if we understand these needs. By listening to the customers, we can discover ways to exceed and deliver these needs.











Our secret to success is to discover consistently what the customer wants and to deliver more. If you are truly committed to this process, it is a commitment of a distinct, long term relationship with endless marketing opportunities.


Fostering programs that create excitement is the key to keeping owners happy. Some
of these services and activities include:
• Home away from home atmosphere
• Theme-based programs
• Elements of surprise
• Personal touches
• Message that you value your customers
• Consistency which engenders credibility
• Value, value, value - consistent emphasis on creating value for your customers

Our company works and lives the three M's:
Mission - Center your mission on your customers. Focus on it, embrace it, practice it, live it!
Mentor - Lead by example, teach and walk a path of integrity, understand
your role is that of a coach, build your partners to be strong -- train,
train, train.!
Measure - Develop your quality plan with built-in checks and balances, ask for feedback from every owner and employee and react to it. Plan but be prepared to modify any plan when change is necessary.
Every one in your organization needs to be a salesperson. Opportunities are endless
when you celebrate the relationship of your company to its owners. The key to
delivering the mission is through your employees, in essence, your true business
















partners. They must be an integral part of the process. We use all of the traditional methods: teaming, mentoring, internal competition, reward and incentive programs, and
training. Our new approach is empowering our employees to understand, embrace and
celebrate the relationship with our customers.

Often times management receives the message from the customer then attempts to convey it to other employees. We believe the message is best communicated through direct contact and close attention to detail. The key to success is to deliver service beyond the owners' expectations each and every time he/she stays at your facility. Bruce Barton once said, "Sometimes when I consider what tremendous consequences come from little things, I am tempted to think there are no little things."

Another key point is to conduct what we refer to as win/win management training. All of your staff needs to be sales and marketing savvy. Share with them the company's
desired results and give them resources to excel. Identify the human, financial, technical, or organizational support available to allow each member of your team to accomplish the company's goals and to exceed them.


Special Operational recommendations:
• Be a "High Touch" Company
• Employee and Team Empowerment to make decisions
• 10 - 90 Rule (90% Follow-Up)
• Establish Advisory Groups of Owners/Members
• Diary of Issues/Problems
• Proper training prevents problem/complaint letters and
telephone calls in the first place
• Meet 100 % of all Owners/Members personally




Action Plan for Success


Organizational Structure:
1. Create a customer focused management system designed to meet and exceed the requirements and needs of each customer.
2. Provide coaching; education and training development for implementation -
and ease of application with measurable benchmarks for continuous follow
through.
3. Be creative - seek out untapped resources and reinvest in your people and
in your customers


Customer Satisfaction Philosophy:
Instill in your employees the need for the following:
1. Listen to, and actually hear what the customer is telling you and respond to

their needs as quickly as possible.
2. Make sure you really understand your customer's expectations and needs.
3. Provide your customers with the products and services exactly as promised each and every time.
4. Provide your customers with defect free products and services.
5. Every member of your organization must care about your customers; our livelihoods and the future of our organizations depend upon it.
6. Do your best to never let the customer down.