The boxes are packed, our training center room is booked solid for rehearsals, the speakers are reserved and the entire Wild Birds Unlimited system is ready for our upcoming Wild Birds Unlimited Enterprise Leadership Conference that is being held next week in Savannah, Georgia! We hold this event each and every year and it is always a huge success.
The majority of our franchise store owners attend this conference to hear main stage presentations about the bird feeding industry, learn about new and better best practices designed to improve all of our individual businesses, spend time with old and new friends and colleagues, and attend our two day proprietary vendor mart. The vendor mart is a special Wild Birds Unlimited buying show with more than 125 vendors attending this year. They offer special discounts, additional buying programs and new products…just for Wild Birds Unlimited franchise store owners…but this is not the point of this blog (but I promise that I have one!).
As we do every year before heading out to the Enterprise Leadership Conference, we have an all-staff meeting to go over the agenda, discuss logistics, and cover any last minute details. This event is one of the most important times in our year as it is the only time that we all gather together to learn new ideas, share experiences, and, just as importantly, get to spend quality time together. We have Regional Meetings, market meetings, and phone conferences through the year…but this is different because it is the one time when we gather in critical mass and work together to learn and discuss new ways to deliver our message of “Bringing People and Nature Together”!
This year, our VP of Retail Sales, Pat Perkinson, who manages the whole Enterprise Leadership Conference, and who leads our staff meeting, ran the whole Franchise Support Center staff through a wonderful exercise. She asked us, as a group, to go through our whole customer experience training. Many years ago, Wild Birds Unlimited developed a branded, customer experience training program, entitled “The Wild Birds Unlimited Ten Touch Points”. This program was developed to provide a consistent, teachable training program so that each of our individual franchise store owners and their staff members would have an easy to learn, easy to remember and easy to implement customer experience training program and be able to deliver that exemplary customer experience to every one of their retail customers.
At our Enterprise Leadership Conference, the customers we will be focusing on will be there in person…our franchise store owners. And in the spirit of “Practicing what we Teach”, we all went over the Wild Birds Unlimited Ten Touch Points to ensure that our franchise store owners received the customer experience that we strive to give every day that they are members of the Wild Birds Unlimited Team.
One of the great things about Wild Birds Unlimited system (in my opinion) is that this type of activity, putting best practices in place for everyone, whether they are a franchise store owner, a store employee, a member of our staff here at the Wild Birds Unlimited Franchise Support Center and even our Founder/CEO/President, Jim Carpenter…we are all practicing what we teach and focusing on one of the most important elements of operating a business…providing a customer experience that is second to none!