1. It’s about the customer, always!

2. Internal Perfect Service Facilitators Guide
The Plane Game
The experience curve and understanding it
The experience curve is the learning curve
Here is the drill: the objective is to create as many successful paper planes as possible in 30 seconds. The plan will be deemed successful if it flies more than 6 feet when thrownh.
We will assume the labour cost for the 30 seconds is $10 and the cost of material per each plane is 50c
Do the calculation

3. Motel T Approach to Finding Your Innovation Fulcrum
Zero-base cost of complexity
Add back what customers need 1
Keep complexity out

4. The Point of Departure, Point of Arrival, and Road to Results Are Your Blueprint for Success

5. Hand-out to all
Talk it thru comments questioned
Culture is not about crushing the spirit of people to be all the same;
It’s about raising people’s awareness of how behaviour really makes the difference in terms of team morale, winning and competitive advantage

6. Use our DNA to win –

7. It’s a big mistake to think it’s only the ones at the top who can influence culture”
Leadership can happen from any role
Good organisations have leaders everywhere who are actively attempting to shape and develop culture

8. If we are going to error it will be it will be on the side of the customer
We measure all on its effect on our customer
Customer orientation

9. Openness to change
AAR,s

11. Humbleness
We the team
A team effort

12. “Culture may be the one long-term source of competitive advantage because it can’t be quickly copied”
Today Most products, technologies, channels of distribution, and so on can be copied quickly – but not cultures
Hire people who will fit our culture promotins
Manage behaviours on a day to day basis
Address the forces that are blocking the right culture penetrating

13. It’s about the customer, always!
Internal Perfect Service Facilitators Guide
It’s about the customer, always!
Always look at everything from your customers point of view (all support departments exist because of the team in stores having customer interactions)

14. Internal Perfect Service Facilitators Guide
Who are your customers?
WORKBOOK PAGE 2&3
As a retail organisation, the primary function of our business is to serve our customers.
So for the teams in our stores it becomes very clear to serve the customers that walk through the door.
Our Store teams have a lot of time and money invested into their learning and development that ensures they are equipped with the skills and knowledge of how to deliver perfect service to our external customers 100% of the time.
But what about you, the Support Centre Team? Who are your customers and what sort of customer service is expected of you?
Our role in the Support Centre is to support and deliver the same customer service to our internal team members that we expect our teams in the stores to deliver to our customers.
ACTIVITY
Have everyone make a list of their customers
Prioritise this list
List their names and positions

15. Internal Perfect Service Facilitators Guide
CULTURE
Why is the company culture so important?
A culture is set of values that are important to our success, a way of operating that makes the difference between effective and mediocre performance.
The culture is an essential standard for behaviour and direction – when one is in place, it replaces rules, ensures empowerment of team members, and guides people in their decision-making.
WORKBOOK PAGE 4
Why is the company culture so important?
Every company has a culture – a set of values that are important to its success, a way of operating that makes the difference between effective and mediocre performance.
The culture is found in the little things… in attitudes, in a focus on customers, in communication and team building, in the respect that team members have for each other, in the jargon used, in the environment or climate of the company, in the standards of performance and in the willingness of each team member – no matter what level – to put in the extra. THE DIFFERENCE BETWEEN ORDINARY AND EXTRAORDINARY IS THAT LITTLE BIT EXTRA
As a successful company, the culture determines how we will work together, how team members will treat each other and what values bond us all together.
The culture is an essential standard for behaviour and direction – when one is in place, it replaces rules, ensures empowerment of team members, and guides people in their decision-making.

16. Internal Perfect Service Facilitators Guide
THE CULTURE’S AFFECT
How does the culture affect the way we carry out our jobs?
Determines how we work together
Determines how team members will treat each other
Determines the attitudes that bind us all together
It creates consistency
Provides stability in an environment that is constantly changing
Team work from a commitment to the rules – rather than from compliance
Empowers team, replacing the need for rules
Guides people in their decision making
WORKBOOK PAGE 8

17. Internal Perfect Service Facilitators Guide
To succeed, we must be passionate about the customer and put the customer first, always!
WORKBOOK PAGE 6

18. Internal Perfect Service Facilitators Guide
INVERTED TRIANGLE
CUSTOMERS
SALES TEAM & SUPPORT TEAM
STORE MANAGERS &
TEAM LEADERS
AREA/STATE MANAGERS GM
CEO
NRM &
DEPARTMENT HEADS
WORKBOOK PAGE 6
1) Customers don’t even make it on the list for other organisations, not even the bottom. But a customer focused organisation we put our customers at the top
2) We never use the word staff – we are all team members no matter what position

19. Internal Perfect Service Facilitators Guide
WE TRULY ONLY HAVE
ONE BOSS –
the customer!
THE RELATIONSHIP WITH
YOUR “BOSS”
MUST BE TAKEN VERY SERIOUSLY.
WORKBOOK PAGE 7
So, what does the inverted triangle mean?
You are responsible for anyone that appears on the triangle above you for they are ultimately your boss!!!
IE as a Support Centre Team Member, you need to answer to the needs of your customers. As a Department Head, you need to answer to the needs of not only our customers, but also Area & State Managers, Store Managers & Team Leaders and the Sales Team & Support Team. The CEO is responsible for everyone within the organisation.

20. CUSTOMER SATISFACTION
Internal Perfect Service Facilitators Guide
CUSTOMER SATISFACTION
It can never be about what you’re doing – it is about what your doing for the customer
Remember, the customer’s perception and evaluation of our service is far more valuable than our own.
WORKBOOK PAGE 9
We need to place ourselves totally in our customer’s shoes to truly see ourselves the way our customers see us. However, for whatever reason, we forget… it becomes too hard, we’re having a bad day … and so the excuses go. Unfortunately, so do the customers.
It is easy to get caught up in our roles and forget that our very existence is because of our customers. While achieving your day-to-day objectives is important, it can never be about what you’re doing – it is about what you’re doing for the customer!
Each of our internal customers are affected by our performance and commitment… each of these people need us to exceed their expectations, every day, because that translates into giving the kind of PERFECT SERVICE that will ultimately make the difference and create outstanding results.
Remember, the customer’s perception and evaluation of our service is far more valuable than our own.

21. Internal Perfect Service Facilitators Guide
Customer satisfaction doesn’t come from companies…
It comes from individuals.
It comes from you!
WORKBOOK PAGE 9
Customer service is not about policy, procedure or process. It is about principles and commitment that are written into the hearts and minds of our team.
Customer service - not …….. service
Customer service… not lip service

22. Internal Perfect Service Facilitators Guide
Customers need to feel
Welcome
Important
Understood
Comfortable
“If it is to be, it’s up to me”
WORKBOOK PAGE 11

23. Internal Perfect Service Facilitators Guide
WORKBOOK PAGE 12
What does this man’s facial expression tell you?

24. Internal Perfect Service Facilitators Guide
WORKBOOK PAGE 13
Now what does his facial expression tell you in this second photo?

25. Internal Perfect Service Facilitators Guide
WORKBOOK PAGE 13
First, there was a distance in his face…
Then with human connection…
He came alive!
What if we duplicated this human connection?
What do you think the affect would be, if each Team Member in the Support Centre continued to go about their daily tasks but focused on creating a human connection with each and every customer they came across, all day everyday?
First there was distance….
Internal Perfect Service
Then human connection…

26. Question: What is a moment of truth?
Internal Perfect Service Facilitators Guide ? ?
Question:   What is a moment of truth?
Answer:
  An event in which a customer comes into contact with any aspect of BNT
And thereby has an opportunity to form an impression about us.
WORKBOOK PAGE 14
QUESTION: What is a moment of truth?
Moments of Truth are snapshots of a situation that indelibly print themselves onto our mind - whether good or bad. From our point of view, they are opportunities to create and positively influence a situation with anyone who is our customer or part of our team.
Unfortunately, though, we often get so caught up in the day-to-day operations of our role that we fail to truly see the needs of our customers.
Every time you make or don't make contact with a Customer, Team Member, Supplier when you should, this is called a Moment of Truth – it is every opportunity we have to exceed the customers expectations.
The moment of truth is the opportunity we have to create a positive or negative impression of our business and of ourselves.
You view your day as a series of separate contacts and incidents with your customers…. But our internal customers view theirs as a cycle. Every individual contact with you forms part of the one transaction, which is why it is critical to always be focused on perfect service. One bad moment of truth can make or break the customer’s perception of you forever!
Each Moment of Truth is critical, for it is in each of these contacts that we really can exceed the Customer's expectations of us and REALLY DELIVER PERFECT SERVICE.
Each contact is of vital importance to the customer, because this is how they view our service as a business and your service as an individual.
The aim of every Moment of Truth is a positive not negative contact. You want your fellow team members to look to you for your support, guidance and some answers, and not be scared to approach you.

27. Internal Perfect Service Facilitators Guide
The point is that we must concentrate our energy on satisfying every single customer, every single day and every single time we come into contact with them.
Be obsessed about
perfect service
WORKBOOK PAGE 17
The point is that we must concentrate our energy on satisfying every single customer, every single day and every single time we come into contact with them.
Good customer focus must be created, educated and repeated.
We must get into a rhythm.
We must support and remind each other.
What things can we do to ensure we are obsessive about Perfect Service so that it is always our number one priority?

28. Internal Perfect Service Facilitators Guide
In every discussion and every meeting, ask “how will this affect our customer?”
WORKBOOK PAGE 17

29. How can we be PERFECT SERVICE providers?
Internal Perfect Service Facilitators Guide
How can we be PERFECT SERVICE providers?
WORKBOOK PAGE 20
Have team answer
Write answers onto the board
Or do group work

30. DELIVERING PERFECT SERVICE
Internal Perfect Service Facilitators Guide
DELIVERING PERFECT SERVICE
Culture
Communication
Attitude & Proactivity
Over Delivery
PERFECT SERVICE
WORKBOOK PAGE ?????????
Culture holds us together – which is why it is outside everything els
Perfect service is in the centre – for it is our core value

31. It’s about the customer, always!