Boys & Girls Clubs of Central MS held its annual Youth of the Year competition Tuesday night at Cabot Lodge in Jackson, Mississippi. “It is an honor for the Cabot Lodge team to host this event and see the development that Youth-of-the-Year provides for our City’s young people,” stated James McLeod, General Manager of Cabot Lodge – Milsaps College.
After crowning Iyanla Thomas as greater Jackson’s winner and representative in next month’s statewide competition, local advocates where recognized with awards.
MMI Hospitality Group was awarded as for its annual commitment to the Movement. As the nation’s largest facility-based youth development program, Boys & Girls Clubs of America is a great partner for regional company. “Regardless of where our hotels or dining facilities may be located, our Team Members share positive stories of their association in some way with the Boys & Girls Club Movement either as an alum, parent or grandparent. We appreciate the opportunities Boys & Girls Clubs provide to our community and, specifically, our Team Members,” stated Micajah Sturdivant, MMI Hotel Group President and Boys & Girls Clubs of Central Mississippi Chairman of the Board.
Since 1947, Youth of the Year has been Boys & Girls Clubs of America’s premier recognition program, celebrating the extraordinary achievements of Club members. Each year, one exceptional Club member is selected to be the National Youth of the Year. The National Youth of the Year serves as both an exemplary ambassador for Boys & Girls Club youth and as a strong voice for all of our nation’s young people.
MMI and The King and Prince Resort were honored to be highlighted in the July / August issue of Mississippi Magazine.
The heart of the Sturdivant and Jones families and MMI has proven to go hand in hand with the warmth and kindness that The King and Prince has always embodied through the years. “We strive to pride real-deal, authentic, to-the-core Southern hospitality,” says Micajah. “That’s what we pride ourselves in – offering unrivaled Southern hospitality.” The visionaries behind MMI – Earle and Mike – can surely rest easy knowing their mission of showcasing true hospitality, Mississippi-style is carrying on from generation to generation.
We’ve all had occasions when the product or service we’ve received from a business leaves a lot to be desired. Recently I’ve used Twitter on a few occasions to help me rectify service shortcomings. Here’s what I’ve learned which may help when designing service recover strategies for your business. Service recovery is about maintaining customer loyalty by converting an angry customer to a happy customer. This is a huge and critical challenge.
1. Active listener or reader – Be an active listener when you speak to the aggrieved party or read carefully the customer’s problem. What is it they are unhappy with and what do they want? Make notes and record the time and date in a database designed for this purpose. Respond rapidly.
2. Be respectful – Make sure all staff are respectful in their dealings with customers at all times, particularly when someone is expressing concern about a product or service. Your staff are all “brand ambassadors” – make sure they act like one.
3. Put yourself in the place of the customer – When you are engaging the customer, put yourself in their place and understand and appreciate their frustration.
4. Seek ways of solving the problem – Ask them what you can do to solve their problem. Make suggestions to resolve the situation. Find all the reasons and ways that you can help rather than the reasons why you can’t do anything.
5. Make an offer – Make an offer to help resolve the situation.
6. Sincerely Apologize – Apologize for the lack of service or the poor quality of the product.
7. Let them know they are important – Tell them the company appreciates their patronage and their business is important to the company.
8. Follow-up – Make sure the customer is contacted for follow-up and the problem is resolved to the customer’s satisfaction.
Any customer recovery strategy must be based on consistency not heroics! The simple rule to tell staff is treat all customers like you’d want your mom to be treated.