Buck Up When We “Screw Up”

1. Buck Up When We “Screw Up” Presented by Brian Krenke, VP of Sales - KI Ed Albertson, Sr. Client Executive - Huthwaite February 2008

2. STUFF Happens So … “BUCK UP when we Screw Up” February 2008

3. Learning Objectives “BATS” • Identify both problems and implications experienced when “screw-ups” occur. • How to set and identify expectations. • Learn an easily executable model that can consistently be used. February 2008

4. Problems Benefits Implications Group Activity ½ of room is KI Group and ½ of room is KI Customer Group KI Group: take five minutes to discuss and put findings on a poster the Problems & Implications of “screw-ups” for KI the Benefits of having a way to effectively handle “screw-ups” February 2008

5. Problems Benefits Implications Group Activity ½ of room is KI Group and ½ of room is KI Customer Group KI Customer Group: take five minutes to discuss and put findings on a poster the Problems & Implications of “screw-ups” for KI Customers the Benefits of having “screw-ups” effectively handled by KI February 2008

6. KI should: Group Activity ½ of room is KI Group and ½ of room is KI Customer Group KI Group: take ten minutes to discuss and put findings on a poster regardless of the how the screw-up came to be, what should KI do to effectively handle “screw-ups” February 2008

7. Customers expect KI to: Group Activity ½ of room is KI Group and ½ of room is KI Customer Group KI Customer Group: take ten minutes to discuss and put findings on a poster regardless of the how the screw-up came to be, what do KI customers EXPECT KI to do to effectively handle “screw-ups” February 2008

8. B Believe it’s Bad, BUT ….. Be Empathetic U Understand the “Pain” of Customer, ourselves, and KI...what are potential implications C Clarify Expectations...communicate if we can meet their expectation K Keep Involved with Customer AND KI U Under-promise so we can over-deliver P Prioritize for Customer AND KI’s needs February 2008