Friday, January 27, 2017

Transparancy and Accountability

I rarely, if ever, reprint a Press Release from a timeshare developer.  This one caught my eye.
DRI is now embarking on a new program where transparency and accountability are front and center.
Read on:
LAS VEGAS, NV (January 24, 2017) — Diamond Resorts International® (“Diamond Resorts”), a global leader in the hospitality and vacation ownership industries, has announced the launch of Diamond Clarity™, a new national program designed to transform the customer experience for current and prospective Diamond Resorts members. Diamond Clarity™ consists of a series of operational procedures and enhancements, new training and compliance procedures and protocols, and other customer-friendly changes to the sales process.
“At Diamond Resorts, we already excel in customer satisfaction, but we are constantly looking for ways to do even better,” said Michael Flaskey, Chief Operating Officer, Diamond Resorts International®. “Through Diamond Clarity™, Diamond Resorts will not just make a lasting impression, it will make the right first impression. It will increase transparency for the consumer and accountability for our team members, setting a new standard in our industry.”
Introducing Diamond Clarity™
Diamond Clarity™ formalizes a series of new and existing consumer protocols that define how the company engages with current and future members during the sales and documentation process. It is built on two core principles: transparency and accountability, and it begins with a simple PROMISE.
Diamond PROMISE memorializes a series of operational procedures and enhancements in a single document that will be provided to all customers at the beginning of every sales presentation. Knowing their rights, and knowing what Diamond Resorts representatives will and will not do throughout the sales process gives existing and potential members better control of the decision-making process. With this clear, concise and consistent information, consumers can easily determine whether the Diamond Resorts hospitality experience is the right decision for them and their families.
In addition to Diamond PROMISE, the company will roll out four key operational changes across its entire national platform in the near future:
  • Recording Quality Assurance sessions, subject to consent from purchasers, to review compliance with all policies and procedures, and to augment and enhance the company’s sales and quality assurance training.
  • Creating a Consumer Advocacy Channel within the company’s corporate headquarters, to quickly address any issues or concerns members may have. This new platform will allow Diamond Resorts to maintain the highest standards of service in the industry.
  • Increased training of frontline personnel. All sales and marketing personnel will take part in quarterly training exercises to reinforce their awareness, understanding, and compliance with all sales and marketing rules, principles, and practices.
  • Regularly placing “Consumer Engagement Observers” at sales presentations to continuously provide the sales organization with feedback necessary to achieve constant improvement.
“The Diamond Clarity™ program is revolutionary in its simplicity,” said Mr. Flaskey. “A lot of its program elements are things we already are doing and have done for a long time. However, by combining them with new operational reforms and making the entire package more accessible to the consumer, and by applying it practically and prominently in all of our sales and marketing efforts, we are doubling down on our promise to put our members first. With the launch of Diamond Clarity™ we are continuing to improve industry best practices.”
Diamond Clarity™ seeks to build on Diamond Resorts’ already impressive standing with its members. Almost 70% of the company’s sales are to existing members seeking to increase their Diamond Resorts vacation memberships.
So, DRI members, what do you think?  Non-DRI members, would this factor in your purchasing decision?

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