The k’nekt Training Programs
The k’nekt Series Of Training Programs Produces a World-Class Workforce
K’nekt is an extensive and ongoing program dedicated to training, developing, and observing our employees to ensure that our customers and their patrons will enjoy the best experience possible. The program components cover every step along the way to creating a successful event. From the first sales call or booking call and meeting with event planners and promoters to event and food preparation and readiness, to the final service and delivery. SMG is committed to hiring the best and enhancing their skills even further by conducting numerous seminars on every aspect of the business. Whether the event is live entertainment like concerts or sports or meetings and tradeshows, the needs are similar.
Creating Service for Success:
SMG firmly believes that one of the single greatest keys to long-term business success is quality customer service. Our employees are the voice and the personality of our buildings. Our employees deal with customers daily and come to signify all that the company stands for. We strive to maximize the quality of customer service offered at each center we operate. SMG can design and implement for your center an interactive customer service program called “K’NEKT Customer Service Training.”
This program strives to educate employees in all departments and at all levels. We train our staff to identify who their customers are and how best to provide quality customer service. Since so many facilities are competing for events, it is especially important that every employee deliver exceptional service in the form of responsiveness, helpfulness, sincere interest, assurance and empathy.
SMG piloted the new K’nekt program on September 9, at the Savannah International Trade and Convention Center in Georgia. Front-line managers from SMG’s Savannah facility and the Jacksonville, Florida complex took part in the training. In their anonymous evaluations, the attendees gave the program an overall score of 9.3 out of a possible 10.
The K’nekt program itself is a combination of live and virtual facilitator training. Beyond the focus on self-development, the program is tailored to the specific needs of each facility, providing a double dose of relevancy.
No one places more importance on the guest experience than SMG President Wes Westley. He also understands the key relationship between how employees treat themselves and how they treat SMG’s guests. A quote from Mr. Westley stressing courtesy, consideration and respect appears in every K’nekt work guide provided at every training session.
SMG is training their employees to be better people in and out of the workplace while advancing the facility management industry at the same time. Not a bad connection to be making.
The k’nekt Sales Training Program
Making the k’nection, it begins with the first sales call. Hosting, attending, promoting an event at any facility is more than just a casual occurrence. People are booking an event for business reasons or to commemorate special events. The salesperson needs to “k’nekt” with the client, sharing their enthusiasm for the event and their commitment to making it right.
The Consummate Sales Professional
SMG sales associates attend the k’nekt sales training program, which is presented in conjunction with the College of Charleston’s School of Hospitality and Tourism. Featuring outside experts and industry-recognized professors, the course covers such critical topics as business etiquette, industry trends, sales techniques and tools, building public relations for your product, and measuring the components of success. Additionally, like our k’nekt Customer Service program, it includes not only the learning component and an etiquette component, but also a feedback component. Telephonic Mystery Shops are conducted and assessed. Feedback is provided to management to assist them in the coaching of their sales representatives. For more information on k'nekt you can download this PDF.