1. Mistake-Proof Customer Service Marquette Brown Mentor-Facilitator August 13, 2009

2. Mistake-Proof Customer Service Effective change Effective change Starts from the inside out Starts from the inside out Next step Next step Continuous improvement Continuous improvement Essential customer service keys Essential customer service keys Simple, common sense knowledge, we have all heard in some form. Now we need to apply it to our lives. Simple, common sense knowledge, we have all heard in some form. Now we need to apply it to our lives.

3. Mistake-Proof Customer Service Effective change Effective change For a company to significantly change its performance pattern, instead of merely incrementally and gradually altering it, a radical change of behavior is warranted For a company to significantly change its performance pattern, instead of merely incrementally and gradually altering it, a radical change of behavior is warranted All breakthroughs are breaks with old ways of thinking. Covey

4. Mistake-Proof Customer Service Goal: Highest level of service to each individual customer Goal: Highest level of service to each individual customer Persistent pursuit of innovation Persistent pursuit of innovation Push the limit of existing technology and resources: Push the limit of existing technology and resources: Blackberries (latest comm.) Toughbooks (latest tech) Toughbooks (latest tech) KEY: Purpose to redefine how individuals, businesses and customers view your industry KEY: Purpose to redefine how individuals, businesses and customers view your industry Replace the old patterns with new patterns - PHIndustries 1. Changed menu selections/food choices 2. Changed the mode of delivery and preparation 3. Retrained staff: chefs, cooks, FS staff 4. Used all available technological tools: new phone systems, computers/laptops, comm. tools 5. Patterned all systems like a 5-Star restaurant Learn from challenges: Dont take anything personally

5. Mistake-Proof Customer Service DONT TAKE ANYTHING PERSONALLY. DONT TAKE ANYTHING PERSONALLY. Nothing others do is because of you. What others say and do is a perception of their own reality, their own dream. When you are immune to the opinions and actions of others, you wont be the victim of needless suffering. Six months to liveHad offended my staff Fatal heart conditionModeled the behavior needed Needed to tell someone offBecame his sounding board

6. Mistake-Proof Customer Service Starts from the inside out Starts from the inside out Begins with me! Begins with me! Where have I been! Where have I been! 1. Personally, professionally, spiritually, intellectually 2. How can I take my life up a notch 3. Have I developed old patterns that are non-productive and/or even destructive Where do I want to go! Where do I want to go! 1. Personal goals: Lose 25 lbs; read a book/month; eat more fruits and veggies 2. Professional goals: Upgrade CE training; life long learning; strategic thinking/learn chess 3. Team Goals: All have HS diploma/GED 4. Division goals: Boosting customer satisfaction scores; target increase of 10% annually 5. Organization goals: Your division spearhead company-wide fitness campaign

7. Mistake-Proof Customer Service Whats required? Whats required? Discipline Discipline Direction Direction Goals: personal, professional, spiritual, intellectual Goals: personal, professional, spiritual, intellectual A do it now/start it today attitude A do it now/start it today attitude Cannot lead my team where I have never been Cannot lead my team where I have never been Go through this process for yourself, your team, your department, your division, your organization Go through this process for yourself, your team, your department, your division, your organization ACTIVITY I

8. Mistake-Proof Customer Service Three Professional Goals Three Professional Goals 1. 1. 2. 2. 3. 3. One next step for each 1. 2. 3.

9. Mistake-Proof Customer Service Next step Next step Your best asset: the human resource (you and your staff) Your best asset: the human resource (you and your staff) adaptable, flexible, teachable, creative, intuitive, clever, bright, talented, cheerful, cooperative, hard-working, helpful, intelligent, loyal, sensible, willing How to properly nurture that best asset How to properly nurture that best assetLEADERSSTAFF FOCUSED CULTURE THAT EXECUTES

10. Mistake-Proof Customer Service LEADERS LEADERS 1. Great leaders inspire trust: essential to ID what hinders trust among your team (old issues, old methods, bruised relationships, fears of job loss) 2. Provide the vision of where the team will go: write it and make it plain 3. Provide the strategy or systems for getting there 4. Are good listeners and good communicators: PHIndustry

11. Mistake-Proof Customer Service STAFF STAFF 1. Effective individuals who are trustworthy (may have to foster/develop in seasoned employees) 2. Focused and disciplined: these traits need to be a crucial factor when: screening, interviewing, in training and development 3. Proactive in attitudes and actions: leaders have to support/empower the development of these attributes (If the culture has been an atmosphere of fear, then proactivity will have to be developed in some) 4. Determined to work well with others (a mindset): make this expectation known and they will rise to it 5. Are good listeners and good communicators: great leaders should support the development in those who are not

12. Mistake-Proof Customer Service BE IMPECCABLE WITH YOUR WORD. BE IMPECCABLE WITH YOUR WORD. Speak with integrity. Say only what you mean. Avoid using the word to speak against yourself or to gossip about others. Use the power of your word in the direction of truth and love.

13. Mistake-Proof Customer Service FOCUSED CULTURE THAT EXECUTES FOCUSED CULTURE THAT EXECUTES 1. Clarity of goals 2. Commitment to those goals: sell/marketing those goals 3. Work to translate those goals into action, i.e., what does an effective meal delivery system look like 4. Support of staff performance by removing barriers to execution 5. Atmosphere of trust: collaboration, communication, shared process 6. Accountability systems in place to measure how well your team is achieving results: customer surveys, feedback, input (quick and easy) ACTIVTY II

14. Mistake-Proof Customer Service Continuous improvement Continuous improvement You You 1. Set new milestones once old ones are reached 2. Revisit those processes, systems, activities that have not added to your life 3. Change what needs to be altered Your Team Your Team 1. Get the team involved in how to make the process better: 2. Team members closest to the action often will see many processes and systems that can work better and more effectively: listen to them; 3. MBC QUIP – Quality Improvement Program

15. Mistake-Proof Customer Service Essential customer service keys Essential customer service keys Never settle for the best Never settle for the best 1. Should never be the end point 2. Always the starting point 3. Deliver more than expected 4. ID points of friction; quickly smooth them out; kinks in the process; log jams 5. Anticipate needs not yet articulated by the customer and then meet them with products and services that set new standards 6. Be constantly dissatisfied with the way things are

16. Mistake-Proof Customer Service What the mistake-proof customer service group understands What the mistake-proof customer service group understands 1. Exactly what the customer wants/means and give back exactly what they want 2. When you go the drive-in window what are you expectations? Where is the teams/groups focus? Where is the teams/groups focus? 1. Providing the best customer experience possible from beginning to end 2. Customer 1 st : Google - client-centered care model 3. Resist the urge/temptation to make small sacrifices to increase shareholders value: little foxes spoil the vine 4. Refuse to make any change that does not offer a benefit to the customer

17. Mistake-Proof Customer Service Its best to do one thing really well! Its best to do one thing really well! 1. Decide what that one thing is: nutrition and food service 2. What problem do you solve exclusively well? AGAIN: constant dissatisfaction = worlds best and brightest innovations Thomas Edison – 2,000 experiments Then act and make it better Then act and make it better Solving the complex issues Solving the complex issues 1. Your industrys food, its delivery, prep, staff: changing an age-old perception 2. Looking at one issue: How we get the best possible staff for the job? RST (glorified waiters/waitresses) noble concept, but … Fast/slow & quality/quantity Fast/slow & quality/quantity 1. Which parts of your operation need to proceed rapidly and which slow and deliberate 2. What parts of the operation should focus on quality and which on quantity

18. Mistake-Proof Customer Service Look at what organizations have been "voted" the best sources of stellar customer service by those most interested in the service they offer. Look at what organizations have been "voted" the best sources of stellar customer service by those most interested in the service they offer. 1. Ritz Carlton (Batman party), Safeway Stores (Wellness/Nutrition), Google (no long drawn out meetings) Get up from the desk; mobility is required Get up from the desk; mobility is required 1. Steve Burd (President and CEO of Safeway Inc., ) goes to his employees offices for meetings… sedimentary habits have created health issues; Safeway borrowed the well- tested automobile insurance model, recognizing the role of personal responsibility. 2. RS Supv. Went to every floor, every day X2/shift You can make money without doing evil. You can make money without doing evil. 1. Avoid any activity/action that is perceived as a breach of trust 2. Bernie Madoff – Learn in the classroom what he learned on the field trip What are folks saying… What are folks saying… 1. Most effective marketing tool: word of mouth from one satisfied customer to another 2. Think of cost of TV ads, billboards, online marketing, etc. compared to google it

19. Mistake-Proof Customer Service Team achievements Team achievements 1. Emphasize team achievements and reward them well 1. Emphasize team achievements and reward them well 2. Determine what the teams members deems as appropriate rewards 2. Determine what the teams members deems as appropriate rewards Starbucks card or Maggianos lunch Individual accomplishments Individual accomplishments 1. Take pride in, acknowledge and reward individual accomplishments that contribute to the teams overall success 1. Take pride in, acknowledge and reward individual accomplishments that contribute to the teams overall success 2. ID that best performer and have him/her be the training model - PHIndustries 2. ID that best performer and have him/her be the training model - PHIndustries 3. Upgrade/promote/assign as system trainer for consistency in procedures, methods and delivery 3. Upgrade/promote/assign as system trainer for consistency in procedures, methods and delivery 4. The expense will be worth it 4. The expense will be worth it

20. Mistake-Proof Customer Service A highly communicative environment A highly communicative environment Communicate, communicate, communicate, communicate… fosters productivity and camaraderie fueled by the realization that thousands will rely on your team for MPCS The proper tools so your team can make a difference The proper tools so your team can make a difference 1. Never allow your team members to be lacking in staffing, resources, materials, needed technology, training 1. Never allow your team members to be lacking in staffing, resources, materials, needed technology, training 2. Remember you want to invest in that most important asset: you and your staff 2. Remember you want to invest in that most important asset: you and your staff 3. Ideas should be traded, tested and put into practice with an alacrity that is dizzying: blow out the candle and use the light bulb today 3. Ideas should be traded, tested and put into practice with an alacrity that is dizzying: blow out the candle and use the light bulb today 4. When you give the proper tools to people who like to make a difference, then they will 4. When you give the proper tools to people who like to make a difference, then they will

21. Mistake-Proof Customer Service There is always a better idea or a better way to do anything: LISTEN/Tap into your team. There is always a better idea or a better way to do anything: LISTEN/Tap into your team. Great just isn't good enough/best is the beginning. Great just isn't good enough/best is the beginning. Always deliver more than expected. Always deliver more than expected.

22. Mistake-Proof Customer Service From THE FOUR AGREEMENTS by Don Miguel Ruiz BE IMPECCABLE WITH YOUR WORD. BE IMPECCABLE WITH YOUR WORD. Speak with integrity. Say only what you mean. Avoid using the word to speak against yourself or to gossip about others. Use the power of your word in the direction of truth and love. DONT TAKE ANYTHING PERSONALLY. DONT TAKE ANYTHING PERSONALLY. Nothing others do is because of you. What others say and do is a perception of their own reality, their own dream. When you are immune to the opinions and actions of others, you wont be the victim of needless suffering. DONT MAKE ASSUMPTIONS. DONT MAKE ASSUMPTIONS. Find the courage to ask questions and to express what you really want. Communicate with others as clearly as you can to avoid misunderstandings, sadness and drama. With just this one agreement, you can completely transform your life. ALWAYS DO YOUR BEST. ALWAYS DO YOUR BEST. Your best is going to change from moment to moment; it will be different when you are healthy as opposed to sick. Under any circumstance, simply do your best, and you will avoid self-judgment, self-abuse and regret. THANKS FOR HAVING ME!