Creating a Culture of Servic

1. 2010 Contractor Conference   “Quality Focused - Performance Driven”   Gaylord National - Washington, DC Creating a Culture of Servic "Customer Service" Dan Murray, CR Business Mentors, Inc. www.businessmentors.net www.elctraining.com

2. 2010 Contractor Conference   “Quality Focused - Performance Driven” Creating a Culture of Service Taking Your Business to the Next Level Core Values of successful companies "Customer Service" www.businessmentors.net www.elctraining.com

3. Values • What is important in your company • What is measured? • What is celebrated? www.businessmentors.net www.elctraining.com

4. Customer Service • Customer Service is NOT a department…..It’s an attitude! • You know the secret • Customers remember people over your product • When we follow the rules of the game of service, everyone comes out a winner www.businessmentors.net www.elctraining.com

5. Customer Service:Everyone Dials WII-FM • Making things easier for your customers often makes things easier for you • Serving others well serves you well • Companies don’t succeed............... PEOPLE DO! • Rule #1: A successful company can only be built one satisfied customer at a time. • Rule #2: Rule #1 can only be done with happy, motivated employees. www.businessmentors.net www.elctraining.com

6. Customer Service:First Steps? • Treat your people like your customers. • Law of human nature: “Employees will never treat customers any better than they are being treated.” • There are TWO things people want more than sex and money…. Recognition and Praise.” Mary Kay Ash • She said “… pretend everyone has a large sign around their neck saying “Make ME feel important. www.businessmentors.net www.elctraining.com

7. Framing “Customer Service” Issue’s • Our customer • Emotional dynamics • Invasion of their home • Out of control • “We’ve done this a 1,000 times” www.businessmentors.net www.elctraining.com

8. Put six “I’s” in Customer Service • Intangible: service involves feelings and perceptions • Immediacy: you have to be ready, willing and able regardless of whatever else is happening at the moment • Invisible: Its transparent….until things go wrong! Opportunity to shine or….. www.businessmentors.net www.elctraining.com

9. Put six “I’s” in Customer Service • Interpersonal transaction: requiring excellent communication, empathy and listening skills • Individual effort: your customers think the technicians are your company… do you? • Indelible: customers will remember for a long time how you “treated” them. www.businessmentors.net www.elctraining.com

10. Customer Service tidbits: • Attitude: Isn’t everything…. But it’s pretty darn close. • Procrastination: Is attitude’s natural assassin. • When Hiring: If your company mission is to climb a tree, which would you rather do: Hire a squirrel, or……. Train a horse? www.businessmentors.net www.elctraining.com

11. Foundation for Success • Moments of Truth • Your frontline staff represents your company • Empower your staff www.businessmentors.net www.elctraining.com

12. "Cheerleader" No More Happy Customers • A definition • “A cheerleader customer is someone that goes out of their way to say something good about your company” www.businessmentors.net www.elctraining.com

13. Transformational Service Concept #1 Create a cheerleader customer and everything takes care of itself www.businessmentors.net www.elctraining.com

14. What Are We Selling? • Attention to detail • Care and concern • Ability to focus on their business • Comfort www.businessmentors.net www.elctraining.com

15. Our Main Product • Cheerleader Customers • When Customer service becomes a system then it ceases to be a problem. Customer Cheerleaders www.businessmentors.net www.elctraining.com

16. Transformational Service Concept #2 A cheerleader is created when you dramatically exceed your customers baseline expectations www.businessmentors.net www.elctraining.com

17. Currency • Moments of truth • Opportunities for deposits • Withdrawals www.businessmentors.net www.elctraining.com

18. Transformational Service Concept #3 A moment of truth is anytime that a customer comes into contact with your company and forms an opinion - either consciously or unconsciously / positive or negative www.businessmentors.net www.elctraining.com

19. Transformational Service Concept #4 Moments of truth are cumulative. You have a bank account of moments of truth. You will have unexpected withdrawals. It takes twelve positive moments of truth to counter each negative moment of truth www.businessmentors.net www.elctraining.com

20. Emotional Bank Account www.businessmentors.net www.elctraining.com

21. Fewer call backs Less employee turnover Happy employee’s $1,000,000 Referrals Agent and adjuster Makes job more fun Jobs finished faster with less complaints Value of a Cheerleader www.businessmentors.net www.elctraining.com

22. Transformational Service Concept #5 80/20 Rule – Over eighty percent of how a person judges the quality of the service that they receive is based on the person doing the work. Twenty percent is based on the work that is completed. www.businessmentors.net www.elctraining.com

23. A Quick Story • What are you selling? • What is your customer buying? www.businessmentors.net www.elctraining.com

24. Transformational Service Concept #6 You will be recognized for your service delivery when you start to perfect the delivery of the benefits of the service rather than on delivering a restored home! www.businessmentors.net www.elctraining.com

25. Rules of the Game • Consistency and repetition • Why • McDonalds • So smooth it is not noticed www.businessmentors.net www.elctraining.com

26. Action Plan • Training • Language • Celebration and reinforcement • Company culture www.businessmentors.net www.elctraining.com

27. Responsibility and Accountability • Reinforce commitment from the top • Put someone in charge • Leader publicly communicates but doesn’t manage www.businessmentors.net www.elctraining.com

28. Key Criteria 3 A’s • Appearance • Attitude • Actions www.businessmentors.net www.elctraining.com

29. Training Tools • Healing the Loss • Books • Moments of Truth • Raving Fans • Positively Outrageous Service • Become a student of Service www.businessmentors.net www.elctraining.com

30. New Employees • Formal orientation • Training tools • Healing the Loss • ELC Training • Parameters for decisions • Discuss company standards www.businessmentors.net www.elctraining.com

31. Involve Your Subs • Subs for Subs • Appearance of subs • Inserts with payment • Written standards • Training tools • Awards and celebration www.businessmentors.net www.elctraining.com

32. Customer Service Language • Credit to Steve Toburen “Strategies for Success” • Cheerleader customers • Moments of Truth • Customer Eyeglasses • Baseline expectations www.businessmentors.net www.elctraining.com

33. Company Culture “Just the way we do things around here.” Steve Toburen • Culture is determined by what you say and do - everyone is watching • Consistency in all aspects of operations • “create a cheerleader and everything takes care of itself” - Steve Toburen • Words alone do not create a culture www.businessmentors.net www.elctraining.com

34. Tips for Creating Culture • Customer comment cards • Read and meetings • Post prominently • Celebrate and company meetings • Challenge staff • Hand written notes • Special gifts for affiliates www.businessmentors.net www.elctraining.com

35. More • Have employees tell stories • Welcome home gifts • Personal notes and letters from the president • Customer service awards • Customer phone calls • Respond to customer recommendations • Challenge your staff www.businessmentors.net www.elctraining.com

36. Above and Beyond • Nominated by employees • Box or online • Nominations publicly read • Set people up for success • Provide award - $ and recognition • Make it prestigious - press release • Annual draw www.businessmentors.net www.elctraining.com

37. ….. But remember: • You Can’t Send a Duck to Eagle School www.businessmentors.net www.elctraining.com

38. You can’t teach someone to want to serve; • You can’t teach people to smile; • You can’t teach personality…… • But we can hire people who have those qualities • And teach them our product or services • and then our culture.” www.businessmentors.net www.elctraining.com

39. Summary • Commitment • Provide a foundation • Celebrate • Consistency • Measure • Passion • Involve your ENTIRE team • But remember…………… www.businessmentors.net www.elctraining.com

40. What Does All This MEAN? • Your Business Multiplies You • The leader broadcasts his/her strengths and weaknesses on his/her business, and the employees emulate them - effectively multiplying those traits. Work on you.  It's important…..Right! www.businessmentors.net www.elctraining.com

41. Now • Go out and make a cheerleader! www.businessmentors.net www.elctraining.com

42. Special Thanks • Steve Toburen • Strategies for Success • Healing the Loss • www.jondon.com • Mac Anderson • You Can’t Send a Duck to Eagle School • www.walkthetalk.com www.businessmentors.net www.elctraining.com

43. 2010 Contractor Conference   “Quality Focused - Performance Driven” Creating a Culture of Customer Service "Thank You!" Dan Murray, CR Business Mentors, Inc. dan@businessmentors.net www.businessmentors.net www.elctraining.com