Type Scale 

Game On 2010 - Customer Service

Games-time Clientele

Games spectators are coming from all around the world. For businesses already engaged in B.C.’s dynamic tourism sector, they will know that a diverse and international clientele has different tastes, expectations and needs. However, Vancouver 2010 will test B.C.’s ability to create a welcoming and comfortable visitor experience in the spotlight on the world stage.

  • International Clientele: It is a good time to review your preparation for international clients. Some things you want to consider include:
    • capacity to serve clients in multiple languages
    • accessibility of your business, availablility of washroom and resting areas
    • ability to accept and process foreign currency and traveler’s cheques
    • lessons learned from the 2002 Salt Lake City Winter Games
  • Weather: It is also a new experience in Vancouver to deal with peak-season traffic in February. Considering the following:
    • the challenges of winter weather
    • availability of seasonal goods in the context of high volume demand requires logistical and inventory planning.
  • Accessibility for people with disabilities: Consider how you can improve accessibility to your business:

Staff Training

The impression and experience your customers will receive depends largely on the way they are treated by your staff members. Prepare your staff for Games-time visitors:

  • Consider WorldHost training for staff. WorldHost workshops are provided by Tourism BC to ensure that tourism related businesses and organizations in B.C. have a professional, well trained work force to welcome visitors to the province.
  • Ensure that multilingual staff have been provided with a badge or pin identifying that language.
  • Ensure that staff are prepared to answer any Games specific questions, with respect to venues and schedules, major landmarks, etc.
  • Have a 2010-specific emergency contact list ready to deal with the unexpected, and ensure that your staff know where this list is located.

Embracing the Olympic spirit

Regardless of the business area you are located in, leverage the excitement of Vancouver 2010 within your business. Strict controls exist over the use of Olympic logos, symbols and marks, but there are many complimentary concepts that your business can activate. Some ideas might include:

  • Consider event-themed and sport-themed signage, programs, promotions, contests, window displays, etc.
  • Consider themed events for customer base (both existing and visitor).
    • Special by-laws may apply during Games-time. Check with your city or municipality to ensure that any event organized at your location is in accordance with the by-laws
  • Consider retailing Vancouver 2010 Official Merchandise and/or BC-related products.
  • Consider using local sports associations and relevant athletes in marketing and promotional campaigns.
  • Coordinate with local business associations (Business Improvement Associations’, Chambers of Commerce) to participate in neighbourhood themes and programs. View the list of Business Improvement Associations in the Lower Mainland.
  • Ensure your business space is tracking 2010 Winter Games events and results, and perhaps provide television access to the Games.
  • Vancouver 2010 sponsor Visa will offer a Visa Merchant program that will allow and encourage Visa merchants to use Visa/Vancouver 2010-themed collateral within your storefront business. Details will follow upon program announcement.

Be mindful of VANOC’s brand protection guidelines. Before implementing any sport-themed promotions and marketing initiatives, make sure that you are not at risk of violating VANOC’s brand infringement regulations.

Existing customers

Do not forget your regular customers before, during and after the 2010 Winter Games. While you prepare to serve your Games-time customers, do not forget your regular client base, which may still be relying on your business for their needs. These clients will be around long after the visitors have gone home, so it is best to ensure that they still continue to receive exceptional service from your business during the Games.

In some cases, especially when high volumes or exclusive agreements with Vancouver 2010 sponsor family are offered, it can be difficult to make sure your regulars still feel welcome. Some things to consider:

  • A strong communication plan with your regulars to let them know what they can expect your business to look like during the Games.
  • Planning a customer appreciation/incentive program for before and/or after the Games.
  • Offering alternatives so that your customers can still have their needs met (alternative delivery mechanisms, online access to goods and services, home delivery/consultation, temporary relocation, partnering with another business).

Client hosting

Major Olympic sponsors will be using Vancouver and Whistler to host their VIP's, top customers, preferred suppliers and prospective clients during the Games. Local businesses can create or improve business relations by inviting clients to see the Games on a scale that makes sense for their size. Consider the Games as an opportunity to host your key business development contacts, even if it is as simple as dinner and tickets to a hockey game.

Key Resources


 

« Previous    Next »