Creating a Culture of Customer Service

1. 2010 CDRG - AGM   “ALWAYS THINKING Outside of the Box”   Las Vegas, Nevada Creating a Culture of Customer Service "CHEERLEADER Customer Service" Ken Tucker, BSc, MBA Dan Murray, CR Business Mentors, Inc. www.businessmentors.net www.elctraining.com

2. 2010 CDRG - AGM   “New Thinking. New Rules” Creating a Culture of Service Taking Your Business to the Next Level Core Values of successful companies "CHEERLEADER Customer Service" www.businessmentors.net www.elctraining.com

3. 2010 CDRG - AGM   “Steps Toward Tomorrow” www.businessmentors.net www.elctraining.com

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

5. 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

6. 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

7. 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

8. 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

9. 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

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

11. "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

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

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

14. 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

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

16. 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

17. 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

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

19. 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

20. 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

21. Transformational Service Concept #6 You will be recognized for your service delivery when you start to perfect the delivery of the benefits of your service rather than on delivering a restored home! 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. Action Plan • Training • Language • Celebration and reinforcement • Company culture www.businessmentors.net www.elctraining.com

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

25. 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

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

27. 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

28. 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

29. 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

30. 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

31. 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

32. 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

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

34. 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

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

36. 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

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

38. 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

39. 2010 Contractor Conference   “Quality Focused - Performance Driven” Creating a Culture of CHEERLEADER Customer Service "Thank You!....... and 1 more thing.........." Business Mentors, Inc. ken@businessmentors.net dan@businessmentors.net www.businessmentors.net www.elctraining.com

40. 2010 Contractor Conference   “Quality Focused - Performance Driven” We have set up a coupon in ELC for 20% off. The coupon code is cdrg20.(Valid until October 31, 2010)We also are offering CDRG members a free 48 hour pass to view the content - justemail ELC and put in the subject line “Requesting CDRG member 48 Hour pass”.To sign up – go to www.elctraining.com www.businessmentors.net www.elctraining.com