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CUSTOMERS Your Most Prized P ossessions

CUSTOMERS Your Most Prized P ossessions. BONUS PROGRAM WEBINAR SERIES MODULE 2 February 26, 2014. Presented by Chris Carter Vice President – Service, Murphy Company. Moderator. Don Neal CEO & Founder. Tips for This Webinar. Be an active participant

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CUSTOMERS Your Most Prized P ossessions

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  1. CUSTOMERSYour Most Prized Possessions BONUS PROGRAM WEBINAR SERIES MODULE 2 February 26, 2014 Presented by Chris Carter Vice President – Service, Murphy Company

  2. Moderator Don NealCEO & Founder

  3. Tips for This Webinar Be an active participant • Ask questions anytime on the side chat bar • Engage by answering the polling questions Don’t feel obligated to take notes • Slides and webinar will be available after the presentation at www.msca.org Share this experience with your colleagues • We will be hosting a series of webinars this year (the schedule will be displayed at the end)

  4. Presenter Chris Carter Vice President – Service, Murphy Company

  5. Polling Question Who is in the Audience? How many people are viewing this webinar from your location? 1 2 3 4 or more

  6. Polling Question Who is in the Audience? (cont.) What is your primary functional role (or the primary role of the group viewing this webinar with you)? Sales Customer Service C. Service Technician D. Service Management E.All of the above F.None of the above

  7. Polling Question Who is in the Audience? (cont.) How many service technicians work for your company? 1 - 10 11 - 25 25 - 50 51 - 75 76 - 100 101 - 125 126 - 150 More than 150

  8. OBJECTIVES Highlight customer feedback and expectations Inspire proactive development of experiences Recognize trust and its importance Stimulate a continuous improvement culture Identify methods to enhance your customer base

  9. WORLD CLASS SERVICE

  10. “P.S. Keep the bag. I never liked it anyway.” - From a letter to Virgin America

  11. World Class Service Introduction Customer Expectations – A true story Proactive Service

  12. ALWAYS DO THE RIGHT THING ALWAYS DO THE RIGHT THING

  13. Always Do the Right Thing Value of renewable business Why do customers keep us?…

  14. Polling Question Why Do Customers Keep Us? Do you actively track your renewal ratio (at least monthly)? Yes No I do not know

  15. Polling Question Why Do Customers Keep Us? (cont.) Why do your best customers choose to stay with you? I am the cheapest in town. My technicians are better than my competition’s technicians. My customers know my team, and trust us to seek their best interest. I do not know.

  16. Always Do the Right Thing Value of renewable business Why do customers keep us?… Trust is key. Continuous process improvement

  17. Always Do the Right Thing

  18. FOCUS ON YOUR BEST CUSTOMERS

  19. Focus on Your Best Customers Customer prioritization

  20. Focus on Your Best Customers Focus Here! CURRENT RELATIONSHIP Good Better Great Min$ Medium$$ Max$$$ CURRENT NEW OPPORTUNITIES

  21. Focus on Your Best Customers Customer prioritization Make them feel special

  22. EXPANDING YOUR CUSTOMER BASE

  23. Expanding Your Customer Base Relationships – Some you have… Some you need Referrals – Your best resource for growth Reputation – A key component

  24. Commercial Real Estate Database

  25. Key Takeaways An enjoyable customer experience is imperative to ensure: A positive perception of your company Potential repeat business Remaining trustworthy and up-to-speed on industry or technological advances is critical to keeping current customers and winning new ones. Capitalizing on customer relationships and your reputation are the best ways to receive referrals for new business, and turn “cold calls” into “warm doors.”

  26. It’s Your Turn… Q1: Was this webinar informative and useful? Yes, I found this informative and useful. Yes, but it wasn’t as informative and useful as I expected. No, this was not informative or useful. Q2: Did the speaker present the material in a clear and concise manner? Yes No Q3: Will you download this webinar, and share it with others in your company? Yes No

  27. Reminder The PowerPoint and handout will be available on the homepage of the MSCA website immediately after the webinar at www.msca.org. The archived webinar will be accessible from the MSCA website within 24-48 hours.

  28. Join us for the next webinar on April 9!To register, go to https://msca.webex.com April 9: Employees Presented by Wayne Turchetta and Dave Bavisotto May 21: Cost Presented by Steve Smith September 10: Labor Force Presented byKip Bagley and Jim Leslie October 22: Efficiency Presented byMike Star and Devon Hubbard December 3: New Business Opportunities Presented byJaimi Lomas and Adam Wallenstein

  29. For Additional Information or Questions, Contact: Barbara Dolim Executive Director Mechanical Service Contractors of America (301) 990-2210 (direct) bdolim@mcaa.org Chris Carter Vice President – Service Murphy Company (314) 692-1196 ccarter@murphy-stl.com

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