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

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

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

4. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Values  What is important in your company  What is measured?  What is celebrated?  What is important in your company  What is measured?  What is celebrated?

5. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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  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

6. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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.  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.

7. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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.  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.

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

9. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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?  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?

10. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Foundation for Success  Moments of Truth  Your frontline staff represents your company  Empower your staff  Moments of Truth  Your frontline staff represents your company  Empower your staff

11. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com No More Happy Customers  A definition  “A cheerleader customer is someone that goes out of their way to say something good about your company”

12. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Transformational Service Concept #1 Create a cheerleader customer and everything takes care of itself

13. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com What Are We Selling?  Attention to detail  Care and concern  Ability to focus on their business  Comfort  Attention to detail  Care and concern  Ability to focus on their business  Comfort

14. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Our Main Product  Cheerleader Customers  When Customer service becomes a system then it ceases to be a problem.  Cheerleader Customers  When Customer service becomes a system then it ceases to be a problem. Customer Cheerleaders

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

16. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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

17. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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

18. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Emotional Bank Account

19. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Value of a Cheerleader  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  Referrals  Agent and adjuster  Makes job more fun  Jobs finished faster with less complaints

20. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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.

21. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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!

22. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com A Quick Story  What are you selling?  What is your customer buying?

23. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Action Plan  Training  Language  Celebration and reinforcement  Company culture  Training  Language  Celebration and reinforcement  Company culture

24. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Key Criteria 3 A’s  Appearance  Attitude  Actions 3 A’s  Appearance  Attitude  Actions

25. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Training Tools  Healing the Loss  Books  Moments of Truth  Raving Fans  Positively Outrageous Service  Become a student of Service  Healing the Loss  Books  Moments of Truth  Raving Fans  Positively Outrageous Service  Become a student of Service

26. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com New Employees  Formal orientation  Training tools  Healing the Loss  ELC Training  Parameters for decisions  Discuss company standards  Formal orientation  Training tools  Healing the Loss  ELC Training  Parameters for decisions  Discuss company standards

27. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Involve Your Subs  Subs for Subs  Appearance of subs  Inserts with payment  Written standards  Training tools  Awards and celebration  Subs for Subs  Appearance of subs  Inserts with payment  Written standards  Training tools  Awards and celebration

28. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Customer Service Language  Credit to Steve Toburen “Strategies for Success”  Cheerleader customers  Moments of Truth  Customer Eyeglasses  Baseline expectations  Credit to Steve Toburen “Strategies for Success”  Cheerleader customers  Moments of Truth  Customer Eyeglasses  Baseline expectations

29. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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 “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

30. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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  Customer comment cards  Read and meetings  Post prominently  Celebrate and company meetings  Challenge staff  Hand written notes  Special gifts for affiliates

31. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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  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

32. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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  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

33. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com ….. But remember:  You Can’t Send a Duck to Eagle School

34. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com  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.”  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.”

35. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Summary  Commitment  Provide a foundation  Celebrate  Consistency  Measure  Passion  Involve your ENTIRE team  But remember……………  Commitment  Provide a foundation  Celebrate  Consistency  Measure  Passion  Involve your ENTIRE team  But remember……………

36. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com 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!  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!

37. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Now  Go out and make a cheerleader!

38. “Steps Toward Tomorrow!” www.businessmentors.net www.elctraining.com Special Thanks  Steve Toburen  Strategies for Success  Healing the Loss  www.jondon.com www.jondon.com  Mac Anderson  You Can’t Send a Duck to Eagle School  www.walkthetalk.com www.walkthetalk.com  Steve Toburen  Strategies for Success  Healing the Loss  www.jondon.com www.jondon.com  Mac Anderson  You Can’t Send a Duck to Eagle School  www.walkthetalk.com www.walkthetalk.com

39. www.businessmentors.net www.elctraining.com Creating a Culture of CHEERLEADER Customer Service Business Mentors, Inc. ken@businessmentors.net dan@businessmentors.net Business Mentors, Inc. ken@businessmentors.net dan@businessmentors.net 2010 Contractor Conference “Quality Focused - Performance Driven”

40. www.businessmentors.net www.elctraining.com 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 - just email ELC and put in the subject line “Requesting CDRG member 48 Hour pass”. To sign up – go to www.elctraining.com 2010 Contractor Conference “Quality Focused - Performance Driven”