PRZOOM - /newswire/ -
Dallas, TX, United States, 2006/09/05 - Satisfaction Services, Inc., the nation’s leading provider of customized quality and service evaluations, announces the opening of its Houston office through a franchise agreement with Jon Kasman..
“Satisfaction Services is in business to make sure other companies are successful and I’m excited about the opportunity to play a role in their accomplishments,” said Jon Kasman, owner and managing partner of Satisfaction Services’ Houston office. “Our customized quality and service evaluation programs are a simple and highly effective way for companies to see themselves through the eyes of their customers.”
“When customers receive outstanding service, they feel good about shopping with you,” said Mike Albert, founder and CEO of Satisfaction Services. “Those customers will tell all their friends about the great experience they had with you. Eventually, you have more loyal customers, increased customer frequency and higher profits.”
According to Albert, measuring and monitoring the customer experience will ensure that every customer who walks through the door receives great service.
“People will do more of what you inspect than what you expect,” Albert said.
Kasman says that he was impressed by Satisfaction Services’ non-traditional business philosophy. Instead of trying to catch employees in the act of doing something wrong, the company designs quality and service evaluation programs focused on highlighting what employees are doing right. By focusing on positive performance, operators can recognize employees doing a job well while providing a more balanced approach to redirecting employee performance.
“Identifying the positive things employees are doing helps build morale and does not make employees feel apprehensive about being evaluated,” Kasman said. “Instead, they are more likely to do a better job and will treat each customer like a mystery shopper.”
With an extensive background in marketing and hospitality, Kasman understands the value of information that can be collected from quality and service evaluation programs and how that information can be used to monitor trends and increase profits. He managed every part of the customer experience at Westin Hotels Houston, from the front office to the management team. As part of the marketing division at Hewlett Packard, he worked with product and channel marketing, business planning, forecasting, and industry analyst relations.
AboutSatisfaction Services, Inc.
For more than 16 years, Satisfaction Services has been assisting a range of retail, restaurant, and service organizations to continually improve and monitor service to customers. With offices in Fort Lauderdale, Fla.; Newburyport, Mass.; Phoenix, Ariz.; and Germantown, Md.; the Satisfaction Services team brings decades of combined experience from the industries that it supports. This experience allows them to create and implement customized programs with an understanding of industry-specific challenges and requirements necessary to manage a successful and profitable operation. The company philosophy centers on finding people doing their job right and rewarding them, rather than the industry’s age old practice of focusing on catching people doing things wrong.
Satisfaction Services employs tens of thousands of shoppers worldwide, which has allowed them to provide service to the most prominent retail, restaurant, hospitality and service companies worldwide. Their highly evolved technological platform delivers password protected, real-time reporting that gives companies instant access to weekly, monthly and year-to-date results compiled by location, district, region, franchise, or all locations.
For more information about Satisfaction Services please call (800) 564-6574.