ALPIN HAUS SIGNIFICANTLY INCREASES NPS SCORES
For over 55 years, Alpin Haus has grown into an outdoor recreation powerhouse with six locations throughout the Capital Region of NY and NJ. Alpin Haus features full-lines of RVs, snowmobiles, skis, boats, pools, and hot tubs.
Alpin Haus wanted to create a consistent experience for both their internal and external customers regardless of the department or location they work or shop in. As Alpin Haus experienced growth in a number of their locations, product lines, and employees, there were no established processes, procedures, or training to focus on, maintain, and improve the customer experience.
Alpin Haus was looking to create a playbook that could be easily followed company-wide to create a world class customer experience for internal and external customers.
The DiJulius Group held a series of workshops at Alpin Haus to teach the X-Commandment methodology. Management and front-line employees from each location and department were represented to help in the brainstorming and design of customer experience standards and tools.
Several tools were created to help the Alpin Haus team with ongoing training and processes for creating and maintaining a world-class customer experience. These include:
- A World Class Customer Experience Playbook
- Core values, motto, vision statement
- Service vision with supporting pillars
- Always/never list
- Definition of who the Alpin Haus ideal client is.
- Customer life cycle – for each stage the team defined service defects, non-negotiable standards, above and beyond examples, and silent cues
- Methodology to follow for service recovery: HEROIC
- Empathize and apologize
- Own it
- Innovate with options
- Confirm and thank the customer
- Credo Card to remind employees how to deliver a world-class experience
Alpin Haus has been continuously working with The DiJulius Group since 2017. The first year included two 2-day workshops to jumpstart the Customer Experience initiative and is when most of the new standards and tools were established. Each year after has reinforced what was previously learned and established, as well as focusing on new areas to dive into further, such as Internal Culture and Zero Risk (service recovery).
The DiJulius Group has helped Alpin Haus create a more consistent experience for customers and employees. Having a focus on Customer Experience has helped shift the mindset for employees from transactional to how to provide the best experience possible.
Having the customer experience and going above and beyond being top of mind has helped to create a culture of “what more can we do to wow the customer?”. Whether it’s decorating a customer’s boat when they pick it up on their birthday, giving a free fishing pole to RV rental customers with children, coming in off hours to service the customer, changing the tire for a customer in the parking lot, or going to clean a pool when the family is in need and it’s the last thing they need to worry about, the Alpin Haus team is always looking for ways to go above and beyond.
Now, more than ever before, it is critical to provide a great customer experience to build brand loyalty. It starts with the employee experience which in turn flows into the customer experience. Alpin Haus also focused on the internal customer experience, increased collaboration between teams and improved morale should then lead to increased sales and reduced turnover.
Prior to working with The DiJulius Group, the NPS store at Alpin Haus’ newest location (Port Jervis) was 71. In 2020, despite increased demand and decreased inventory, the Port Jervis RV store has maintained an NPS of 82 YTD. In addition, the boat division saw an increase from 70 to 72 and the pool division increased from 48 to 66.