February 9, 1999
Volume 2, Issue 2

The Celebrity Service System has been developed for and about employees. It’s designed to make your 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
• Out going, 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, and 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 system 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 you facility

Once Journey is completed, and additional half-day session will be held to present the first 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 the 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 sales consultant will call you soon to schedule your Lead Ambassador for Journey.
 
 

Lead Ambassador Training
February 23rd and 24th
Dedham Hilton