1. X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING. COM ED @ HARVESTLANDSCAPECONSULTING. COM 203.858.4696

2. Why give X-treme Customer Service?

3. “The cost of acquiring a new customer is 5 times that of retaining an existing one” -INC Magazine More The Why

5. Customer People Culture Customer Culture

6. How do you measure up?

7. Indicators#sGrade Referrals Surveys Extra Work % Renewals / $ Multi-Year renewals w/$ Customer Satisfaction Scorecard Your Customers

8. Top 5 Qualities of your Fantasy Customer: 1. 2. 3. 4. 5. Your Customers

9. Classify your customer relationship 1.New 2.Vendors 3.Trusted Advisors 4.Partners 5.Jobs in Jeopardy Re-evaluate at least every 6 months

10. All customers are not equal 80/20 Principle Your Customers

11. Your People Customer People Culture

12. Your People

13. Hire Right Your People Qualities natural leaders flexible strong communication skills hard working Goal oriented self motivated ambitious

14. Zappos Family Core Values: 1.Deliver WOW Through Service 2.Embrace & Drive Change 3.Create Fun & A Little Weirdness 4.Be Adventurous, Creative & Open-Minded 5.Pursue Growth & Learning Your People

15. 6.Build Open & Honest Relationships With Communication 7.Build a Positive Team & Family Spirit 8.Do More with Less 9.Be Passionate & Determined 10.Be Humble Zappos Family Core Values:

16. What does YOUR ideal Employee look like? 1. 2. 3. 4. 5.

17. Attitude is Everything Your People

18. Customer People Culture

19. What is a customer service culture? “Companies create a culture that supports excellence in customer service. It's not that they simply train their employees in customer service skills. What they do is ensure that customer service is interwoven into everything the company does” Customer service excellence simply becomes the way things are done around here.

20. Creating an Xtreme Service Culture Know your Customer Deliver Consistent & Superior work Creates Trust Anticipate Needs Sense of Belonging The How

21. Build Relationships NOT Transactions Trader Joe’s Advice to Entrepreneurs It's passive just to "know your customer." You must choose your customer, and then target your business toward them. Ed’s Advice – “now that you have the right customers get to know them even better” The How

22. Actions to building an Xtreme Service Culture Surveys CRM Customer Profiling Comment cards Customer Care Managers The How

23. –Deliver Superior Work –Be on time –Competence Training Professional Development The How

24. Communication E-newsletter Calls Communication Face-to-face Phone etiquette Job Start-up During job Post- job Pre-job The How

25. phone # of rings Turn around attitudeattentionMay I? The How Communication

26. Email etiquette grammatically correct attitudemanners The How Communication

27. Face to Face eye contact LISTENmanners The How Communication

28. Great Culture Breeds Trust It’s All About Trust

29. –Deliver what you promise –Competence –Consistency Example: Fedex/UPS Competence Consistency Trust

30. It’s All About Trust –Actions: Follow up after job is done Training Set and manage expectations Job startup meeting Customer Evaluation

31. Anticipate Needs Amazon/iTunes examples –Walk the property –What is the property potential? –What is your customers vision? Manage Expectations Anticipate Needs

32. Sense of belonging –Apple Story –Customer of the month –Hallmark Signature What is your hallmark? If you don’t have one, create one now!

33. Loyalty programs Customer Appreciation

34. Promoting X-treme Customer Service Internal Discussion Groups Job Descriptions, performance reviews: CS Processes and Training Empower people meet the needs of each customer & to s Wall of Fame Reinforce importance of XCS 24/7 Your People

35. Empower Your People To fully meet or exceed customer expectations To solve issues –Example: Ritz Carlton What is your policy? Action: If you don’t have one – create one today!

36. Stay in touch Ask Ask Ask Thank Thank Thank

37. Moments of Truth Your Culture

38. Sorry Seems to be the Hardest Word: 1. Recognize the problem 2. Acknowledge it 3. Apologize 4. Own it 5. Fix it 6. “Hug” the customer jack mitchell Your Culture

39. Barriers to Xtreme Customer Service?

40. Your People: Internal Discussion Groups Job Descriptions, performance reviews: CS XCS Training Wall of Fame Reinforce importance of XCS 24/7 Publish your XCS policy on everything Create an employee empowerment policy Rewards based CS incentives 3 in 3 Your Customers: Profile your customers Job Startup Meeting Lost Job Analysis Needs Assessment Customer Satisfaction Survey What is your hallmark? If you don’t have one, create one now! CRM 80/20 Comment cards Customer Care Managers

42. Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING. COM ED @ HARVESTLANDSCAPECONSULTING. COM 203.858.4696