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The Celebrity Service System
    The Celebrity Service System Continued
    Celebrity Service Events
    Lead Ambassador
    Casting the Talent
    Celebration!
    Coaching The Talent
    Service Star Search
    Spotlight
    Stellar Sellers

The Celebrity Service System

A calendar of quarterly Celebrity Service "events" that will create excitement, enthusiasm, and awareness of celebrity service both internally (among your employees) and externally (with your customers).
An employee peer communication system for coordinating and conducting system activities and events.
A hiring program that establishes guidelines and procedures for selecting, interviewing, and hiring the best possible candidates.
A new employee orientation that focuses on making Celebrity Service a way of life at your facility from the employee's very first day.
A set of guidelines for cultivating on-going, supportive relationships with employees.
A unique service-focused mystery shopper program that develops your employees into knowledgeable "students" of service.
An instant recognition award for employees "caught in the act" of providing superior service.
A simple method for conducting successful sales promotions on a regular basis.

A retail business lives or dies by the quality of the customer service it offers. Period. To successfully gain and hold market share in today’s evolving, extremely competitive marketplace, you ( the Motiva dealer ) need to dominate as the recognized provider of a consistently superior level of customer service.

And so, a new planet in the Galaxy System is born.

The Celebrity Service System Continued

The Celebrity Service System shows you and your employees how to roll out the red carpet for your customers, with the spotlight on service, every time they pull up to your pumps, enter your store, or bring their cars to your bay for service.
The Celebrity Service System develops your employees into dedicated, motivated, ‘Celebrity Service Ambassadors’ who have the attitude, the will, and the skill to consistently treat every single customer like a celebrity.
The Celebrity Service System provides you with unique and exciting tactics that can drive traffic, increase sales, and build customer loyalty.

Quite simple, the Celebrity Service System is your competitive edge.

The following tactics and programs are at the heart of the Celebrity Service System.

Celebrity Service Events

Once every quarter, Celebrity Service ‘events’ will be held. Creatively and colorfully themed around a particular service value or concept, these 6-8 week events involve communication, training, and motivation/incentive elements that both involve the employee and reach out to the customer (primarily through point-of-purchase extensions and service-related activities). The events will include:

Director’s Guide to assist in conducting the event
Publicity Package of internal communications (poster, flyers, etc.)
Pre-Production Meeting to introduce the employee team to the event
Themed Event Newsletter announces event news, reports on event success, answers questions, etc.
Interim Service Calls to retailers from specially-briefed telemarketers to get input on the event, answer questions, etc.
Phone hotline that employees or retailers can call to answer immediate questions
Themed P.O.S. Materials that extend the event to the customer and enhance the "celebrity service experience"

Lead Ambassador

Employee commitment to and participation in Celebrity Service System activities and programs is key to its success. An important way to ensure employee involvement is to actively engage peer support for the system. Specially selecting and appointing an individual called a "Lead Ambassador" to represent and communicate the Celebrity Service System to the rest of the employees helps to effectively build the celebrity service culture. Lead Ambassadors will be trained to coordinate administrative details of the system, assist in conducting Celebrity Service System events and meetings, and new employee orientation (see Celebration! below).

Casting the Talent

Hiring the right "talent" (the people best able and most eager to provide celebrity service) is critical. This tactic establishes an "ideal employee profile" that helps you to hire for attitude and personality with the goal of building a strong, compatible service team for your facility. You’ll get tools for pre-hire screening, and guidance on innovative interviewing techniques.

Celebration!

Once you hire the right talent, it’s important to get them started on the right foot. That’s what Celebration! is all about. It’s a simple, fun, user-friendly employee orientation program that ‘celebrates’ the new hire, indoctrinates him/her into the role of ‘Celebrity Service Ambassador’ and introduces him/her in an experiential way to the core service values and virtues of Celebrity Service.

Coaching The Talent

Knowing how to encourage, support, and motivate employees so that they are willing, able, and eager to provide celebrity service consistently (and so that they will be more likely to remain with you for the long term) is what coaching is all about. This tactic shows you how to establish effective employee relationships that focus on leading by example, effectively answering employee questions, helping employees to generate ideas, and providing emotional and performance-related support.

Service Star Search

This program takes a new and different twist on the mystery shopper concept. Employees will be asked to become "students of service" by observing service at other businesses (competitors, other Motiva operations, and other retail non-gasoline operations) and reporting on and sharing their observations. The program also empowers employees to recognize superior service wherever they experience it.

Spotlight

This instant recognition program allows dealer, corporate staff, and drivers to "spotlight" employees who are caught in the act of providing celebrity service with a special Spotlight collectors card. Receipt of these cards will be tracked over time, with special recognition going to those employees who accumulate the most cards.

Stellar Sellers

This program will encourage employees to suggestive sell elected promotional items by rewarding them for doing so in a weekly "numbers raffle." The program provides suggested promotional products/services, and a suggested prize structure. While the level of involvement in this program is at your discretion, Stellar Sellers is designed to promote employee understanding of the value of promotional offers and build suggestive selling skills.