Optimum Operating Procedures & Services (OOPS)

The RSL & Services Clubs Association values the contribution and support of our Corporate Partners.

Please take the time to look through the list of partners. Member Clubs are encouraged to consider our Corporate Partners, when considering the purchase of products and services.

Do you really know what your customers are saying about your business? What sort of first impression your people are creating? And how the systems and processes in your business underpin your service strategy?

OOPS is a specialist in every aspect of service operations and processes, and their impact on your customer experience. Bringing expertise built over 17 years in mystery shopping, service benchmarking, surveys and focus groups, staff training and development, OOPS has the skills and experience to really shift the performance of your business.

The OOPS team – led by founder and Managing Director, Michelle Pascoe – is passionate about really improving the performance of your service-based business.

Oops brings innovation to everything we do
In a service-based business, what matters most is real-time reporting and the ability to identify and remedy service breakdowns quickly. That’s why OOPS developed our own proprietary reporting system that has the results of your Mystery Snoop activities onto your own personal dashboard within 24 hours of each visit.

In addition to research and analysis, OOPS writes and presents a series of practical and motivational workshops designed to really lift the service standards in your business, shift the thinking of your people in relation to their customers, and ignite the potential in all of your team.

Hospitality – Club Industry Specialists
Since 1999 many leading NSW Registered Clubs have used and continue to use this report as a vital tool in evaluating staff and system performance in customer service, image and presentation standards as well as in regulatory compliance. At OOPS we customise our reports for each individual club.

We are able to provide you with detailed information on your Club from a patron’s perspective in a detailed evaluation report. The report covers all areas of the Club and includes the following:

•Staff attitude, presentation and grooming
•Regulation system and compliance
•Club image and presentation standards
•Housekeeping and cleanliness
•Service delivery and response times
•Greeting, acknowledgement and fare-welling
•On-site sales, marketing skills of staff
•Effective telephone skills
•Membership advantages and benefits

The results of the visits are compiled into a comprehensive report which includes:
•Online evaluations
•Cover notes for Report interpretation
•Graphic and statistical representations of results

The Club Report includes the following areas:
•Foyer
•Membership
•Bar
•Gaming
•Restrooms
•Telephone
•Catering – Bistro, Coffee Shop, Restaurant
•Website

Combining the results with your Management’s expertise, systems and aspirations with our expertise we structure strategies for improved Service Skills, capitalising on strengths in your Club and improving on any weaknesses.

There is the capability to incorporate specific questions and requests to provide a tailored report.
The reports provide valuable information to management in pursuit of improved customer service and trading outcomes.

For more detailed information, visit the Oops website at www.oops.net.au