Creating a Culture of Servic

1. Creating a Culture of Servic "Solutions" Phillip Rosebrook, JR, CR Business Mentors ELC Training www.businessmentors.net www.elctraining.com

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

3. Definitions of Success • A survey • It is a “Zen” thing • An invitation to compete www.businessmentors.net www.elctraining.com

4. Definitions • Good customer service • Great service • Sustainable competitive advantage • The Golden Rule www.businessmentors.net www.elctraining.com

5. Special Thanks • Steve Toburen • Strategies for Success • Healing the Loss • www.jondon.com www.businessmentors.net www.elctraining.com

6. Framing the Issue • Our customer • Emotional dynamics • Invasion of their home • Out of control • “We’ve done this 1000 times” www.businessmentors.net www.elctraining.com

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

8. Understanding A Service Business • Buying goods www.businessmentors.net www.elctraining.com

9. Services www.businessmentors.net www.elctraining.com

10. 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

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

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

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

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

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

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

17. 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 negatively or positive or negative www.businessmentors.net www.elctraining.com

18. 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

19. Fewer call backs Less employee turnover $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

20. Inferior Competition? • Why does it seem the proficiency doesn’t matter? • Why is the competition in business • Our clients are different - you don’t understand • How can it be? www.businessmentors.net www.elctraining.com

21. 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

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

23. 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

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

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

26. 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

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

28. 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

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

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

31. Language - The Key to Culture • Lose the language - lose the culture • Words mean things • Change your company’s vocabulary www.businessmentors.net www.elctraining.com

32. Customer Service Language Credit to Steve Toburen - strategies for suc ess • Cheerleader customers • Moments of Truth • Customer Eyeglasses • Baseline expectations www.businessmentors.net www.elctraining.com

33. More Language • Internal company and procedures • External company and procedures • Service System • Hand-off www.businessmentors.net www.elctraining.com

34. Celebration and Reinforcement • Focus on desired behaviors • Don’t over-train • Make a part of corporate vision and philosophy • Publicly recognize and reward www.businessmentors.net www.elctraining.com

35. 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” - Toburen • Words alone do not create a culture www.businessmentors.net www.elctraining.com

36. Legendary Service • Examples • Start with understanding • Celebrate • Establish parameters • Challenge your staff • Reward performance www.businessmentors.net www.elctraining.com

37. 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

38. 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

39. 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

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

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

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

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

44. 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

45. 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

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

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

48. Activity • Your best customer service idea • Best service story outside your company • Best service story inside your company • Effective tools to create culture • Communication to staff www.businessmentors.net www.elctraining.com