Lead
Ambassadors
What
is a Lead Ambassador?
What
qualifications should a Lead Ambassador have?
Who
should be the Lead Ambassador for your facility?
What
are the responsibilities of the Lead Ambassador?
How
much of the Lead Ambassador’s time will be involved?
How
is the Lead Ambassador trained for this role?
What
do I do?
Lead Ambassadors
The Celebrity Service System has been
developed for and about employees. It’s designed to make them customer
service experts (Celebrity Service Ambassadors) with the will and the skill
to offer the kind of exceptional service that will attract and bring back
satisfied customers. But the system won’t work unless employees are active
participants, committed to its success. The Lead Ambassador program is
one important way to make that involvement happen.
What is a Lead Ambassador?
A Lead Ambassador is a specially selected and trained employee who
will be responsible for representing and communicating the Celebrity Service
System (its concepts, programs, and activities) to other employees.
What
qualifications should a Lead Ambassador have?
The Lead Ambassador should be:
-
A full-time employee, and in your employ for at least 6 months
-
Able to communicate clearly in English, and be literate in the language
(able to read it and write it
-
Likely to remain with your operation for some time, as well as you can
determine
-
Reliable, trustworthy, and dependable
-
Able to set a leadership example when it comes to providing celebrity service
-
Outgoing, enthusiastic, and well-liked by other employees
Who should be the Lead Ambassador
for your facility?
Where the number and qualifications of a facility’s staff allow, the
Lead Ambassador should be selected from the ranks of hourly workers. Establishing
a productive and lasting connection with an employee is often more effective
when it’s done through a peer-to-peer relationship, rather than via a management-employee
interchange. For many facilities, however, the Lead Ambassador will of
necessity have to come from management ranks, in many instances actually
being the dealer him/herself. In these cases, the Lead Ambassador will
be trained in ways to establish a supportive, effective rapport with line
employee(s). Should a facility have no "non-ownership" employees, the function
of the Lead Ambassador will strictly be to act as the contact person/administrator
for Celebrity Service System programs and activities.
What are the responsibilities of the
Lead Ambassador?
The Lead Ambassador will:
-
Assist in conducting Celebrity Service System-related employee meetings
-
Act as liaison between your facility and the system coordinators from Motiva
-
Coordinate administrative details of Celebrity Service System Events
-
Conduct the Celebration! new employee orientation and re- orientation for
existing employees
-
Provide a leadership example for Celebrity Service, and coach/motivate/support
employee involvement in the system on an on-going basis
How
much of the Lead Ambassador’s time will be involved?
After initial training, a Lead Ambassador should likely spend 4-6 hours
a month preparing materials and coordinating and conducting programs and
activities.
How
is the Lead Ambassador trained for this role?
A special, one-day Lead Ambassador orientation (called Journey) will
begin the Lead Ambassador training process. Through the presentations,
interactive exercises, and experiences of Journey, the Lead Ambassador
will:
-
Review the past, present, and future of the oil industry and the service
station retail marketplace in order to understand the reasons behind the
creation of the Celebrity Service System
-
Learn about and embrace the purpose and added-value of the Motiva brand,
and the individual importance of both brands under the Motiva banner
-
Understand the objectives, key concepts, and values of Celebrity Service
and commit to consistently providing it and promoting it among fellow employees
-
Develop the knowledge and the skills to conduct the Celebration! new employee
orientation and to execute service programs at your facility
Once Journey is completed, an additional half-day session will be held
to present the first Celebrity Service Event, and train in the knowledge
and skills to successfully manage it from beginning to end. A similar session
will be held quarterly, prior to the kick-off of each Celebrity Service
Event.
What do I do?
First, carefully consider the qualifications and the role of the Lead
Ambassador. Then select your candidate. Discuss the opportunity with him
(or her). Let him read this brochure. Ask for his participation. If he
is not willing to perform the role, don’t force him. The Lead Ambassador
position should be embraced enthusiastically, or not at all. Your Motiva
consultant will call you soon to schedule your Lead Ambassador for Journey.
© Motiva Enterprises LLC 1999