7. CUSTOMER CONTACT IS A MOMENT OF TRUTH First Contact Every

8. Those impressions include things such as character, efficiency, and friendliness. When “customers” first meet us they immediately form opinions about us and our organization. They will decide within 7 seconds

9. 1- Warmth (engaging) 2- Friendly 3- Credible 4- Knowledgeable 5- Responsive 6- Reliable 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional 7 Seconds to form 11 Opinions

10. This impression is directly related to their satisfaction regarding the experience.

11. 70% 91% of consumer experiences are based on how the customer feels they are being treated. Source: McKinsey of unhappy customers will not willingly do business with you again. Resolve a complaint in the customer's favor and they will do business with you again… 70% of the time. Source: Lee Resources

12. 0 5 10 15 20 Source: American Express Survey, 2011 and tell 16 (nearly two times more) people about poor experiences. Americans tell an average of 9 people about good experiences,

13. Take the time to address unhappy customers and do everything in your power to remedy the situation. It's not only worth keeping their business, but also avoiding any negative word of mouth exposure. Source: “Understanding Customers” by Ruby Newell-Legner It takes 12 positive experiences to make up for one unresolved negative experience.

14. When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.” - Kristin Smaby, “Being Human is Good Business” A typical business hears from 4% of it's dissatisfied customers. Source: “Understanding Customers” by Ruby Newell-Legner DISSATISFIED CUSTOMERS 4% 96% 91% Will Voice Complaints Won’t Voice Complaints Will Never Return

15. 5-20% Probability of selling to a new prospect 60-70% Probability of selling to an existing customer Source: Marketing Metrics

16. We realize it starts with your satisfaction. How can we do better? Take a moment to write down 2-3 suggestions or improvements you’d like to see in your work environment.

17. GOLD BOLT BEST PRACTICES Attentive – listen and care (they want to know their satisfaction matters) Give accurate information, don’t be afraid to say “I don’t know, but I will find out” Friendly approach – watch for non-verbal and body language signs Eye contact Positive Attitude…stay positive Learn to say no with tact, courtesy and confidence Attention to detail Go the extra mile Call him/her by name PRAY…about the situation and for that person

18. Rewards Gold Bolt Sticker for every mention

19. My children have experienced the authentic spiritual and academic care of many of their teachers. I should not list names because I will forget some, but these come immediately to mind: Patty Duncan, Dawn Daily, Dr. Harrell, Jennifer Williams, Tom Edmondson, Coach Allen, and others I am sure. My son has a very deep spiritual understanding and conviction that is a joy to see. Mr. Rick Jones made a very impactful impression on my son in 7th grade.

20. Rewards Gold Bolt Sticker for every mention Gold Bolt Employee of the Month Recognized on website and in Parent Email Gold Bolt Employee of the Year (one per area) Recognized and Awarded at End-of- Year