Lights! Camera! Action!
Using the lessons of live theatre to drive ownership, increase engagement, and provide a superior customer experience
In Theatre, what does it take to put on an award-winning performance each and every night? It takes a focus towards operational excellence and exceeding the guest’s Experience Expectation. It means bringing teams together, unified towards a common objective, with all the resources and support in place. It means being ready for SHOWTIME!
Based on his book “Lights! Camera! Action! Business Operational Excellence Through the Lens of Live Theatre”, Marc uses the lessons of live theatre to pull back the curtain on underperforming business owners, teams, and organizations and teams to deliver real-world, focus-oriented strategies to drive operational excellence.
The framework delves into the foundational to the specific, and outlines practices and philosophies that leaders can script and direct to ensure they put on show-stopping experiences customers and staff deserve. Are you ready for SHOWTIME?
- Lights: Addresses the foundation of the business, defining the values, mission, and vision of the business’ corporate culture, and the importance of leading on purpose. We uncover what’s important, designing the customer touchpoints and crafting the emotional connection and feel of the business.
- Camera: Scripting ALL the customer touchpoints in order to engineer how the audience will see, experience, and feel your brand. Building on the foundation, we will explore the best strategies to train your staff (rehearsals), test the audience’s expectations, and direct how to dress for success (costumes).
- Action: It’s Showtime! Opening night is the time to shine and deliver on our promise. We cover the importance of training and pre-shift (dress rehearsals), what to do when things go wrong, dealing with Prima Donnas and bad reviews, all while supporting our cast and crew.
Evaluate your operational excellence to see how you’re doing.
TAKE THE LIGHTS! CAMERA! ACTION! ASSESSMENT.
LIGHTS! CAMERA! ACTION!
Business Operational Excellence Through the Lens of Live Theatre
Marc Haine’s brilliant book takes a unique look at business practices and applies views, processes, and objectives of live theatre.
It highlights how businesses can differentiate themselves, fulfill their guests’ Experience Expectation, and always be ready for SHOWTIME!
Best Practice Story
You are so busy running your business. You have people to pay, problems to solve, and customers to serve. You feel like all the balls are up in the air, and they’re ready to come crashing down. Terry felt that way.
Terry owns a pizza restaurant and he was always so busy working in his business, he had no time to work on his business. “I make great pizzas, who cares if there are fingerprints on my windows?”
Good question, Terry.
What does quality mean to you? How do people know you make good pizza as soon as they walk in your restaurant? Do first-time customers judge the quality of just the product? Just the service? Both? Does it matter if shelves are dusty, or floors are dirty? What are people saying about your business on social media?
It is a fact that people will judge your establishment by the way it looks and feels before they’re ready to give it a try. As business owners, we must eliminate the barriers to fulfilling the customer’s Experience Expectation in order to attract a customer for the very first time.
When Terry learned that customers will judge his business way before they ever judge his pizza, things started to change.
Terry learned that the more he cared about the little details, the more his cast and crew cared, too. The more that the staff cared, the more customers became engaged, and the busier the restaurant became.
When the owner takes pride in their people, processes, and property, customers will sense the care, be more willing to give the establishment a try, and more likely to turn into loyal and returning customers.
Want your business to start performing better?
He seems to understand the clientele well, what to expect, and how to find points of improvement and relatability.