1. Welcome to “Developing a Fantastic Customer Service Culture” Presenters: Mark Wilson, CEO, Ryla, Inc. Mike Faith, CEO, Headsets.com Moderator: Diane Stoneman, Director of Consulting & Training, Winning Workplaces © 2008 Winning Workplaces. May not be reproduced or distributed without expressed written permission of Winning Workplaces.

2. Founded in 2001 by co-owners of Fel-Pro, an auto manufacturer nationally recognized as a leader for progressive workplace practices Nonprofit committed to helping small/midsize organizations build healthy, innovative and productive work environments Triple bottom line: Business, People, Community

3. Winning Workplaces Online Best Practices Clearinghouse AnnualRecognitionProgram Consulting & Training Consulting & Training

4. In collaboration with The Wall Street Journal 2007 Winners profiled on WSJ.com/Entrepreneur 2007 TSW Report available @ www.WinningWorkplaces.org 2008 Top Small Workplaces evaluation process underway Upcoming October 14 & 15 conference Top Small Workplaces

5. SJF Advisory Services Founded 2001 to accelerate positive impact enterprise growth via entrepreneurial assistance, events, research, building engaged workforces Founded 2001 to accelerate positive impact enterprise growth via entrepreneurial assistance, events, research, building engaged workforces Getting Ready for Equity™ training Getting Ready for Equity™ training Annual Cleantech CEO Panel June 11, 2008, New York Annual Cleantech CEO Panel June 11, 2008, New York SJF Ventures Growth stage positive impact venture capital fund, founded 1999 Growth stage positive impact venture capital fund, founded 1999 Focus on cleantech, consumer products, tech services sectors Focus on cleantech, consumer products, tech services sectors 20 portfolio companies: Ryla, groSolar, Intechra 20 portfolio companies: Ryla, groSolar, Intechra SJF: Serving Entrepreneurs Anne Claire Broughton, Senior Director

6. Today’s Agenda Tale of two companies Tale of two companies Philosophies and practices Philosophies and practices Impact on business and workforce Impact on business and workforce Lessons learned Lessons learned Questions from audience Questions from audience Developing a Fantastic Customer Service Culture

7. Featured Business Leaders Mark Wilson, CEO Ryla, Inc. Mike Faith, CEO Headsets.com

8. Ryla, Inc. Founded in 2001 Provider of global customer contact solutions, Kennesaw, GA 400 employees Finalist Top Small Workplace 2007 Two Fantastic Firms Headsets.com Founded in 1997 Internet/Catalog specialist retailer of telephone headsets, San Francisco, CA 50 employees 2006 Best Boss with Fortune Small Business Magazine

9. Mark Wilson, CEO Ryla, Inc.

10.  Lead provider of global customer contact solutions  Niche in quick ramp-up solutions: crisis response and seasonal retail support  VC – Frontier Capital, Ed Crutchfield and SJF Ventures  MBE certified by the GMSDC About Ryla, Inc.

11.   70% inbound, 20% outbound and 10% back office deployed via IP- based solutions   400 FT employees; seasonal projects scale up to 1,000+   73% employee retention rate   Campus: 1,500 workstations, Command Centers, client workstations and subsidized employee cafeteria Ryla, Inc.

12. A sampling of clients

13. Key Difference #1: Small Yet Big Small Company Benefits…  Responsive & resourceful  Accessible: flat organization  Open door policy  Customized solutions  Friendly, family-like atmosphere

14. … yet BIG Company Advantages Consultative approach with clients Deliver value-add innovation with customized vs. ‘cookie cutter’ solutions Invested in advanced technology platform for industry Proven methodologies

15. Key Difference #2: The People Factor Ten Keys to Retention 1. Get Buy-in to the Vision - Instills hope & loyalty - Instills hope & loyalty 2. Stay Connected - Company ‘huddles’ for info sharing - Company ‘huddles’ for info sharing - 1st name basis - 1st name basis 3. Create Great Work Environment - Natural light, plants, - Natural light, plants, - Unique spaces, “Quiet lounge ” - Unique spaces, “Quiet lounge ” Best Job You’ve Ever Had

16. Key Difference #2: The People Factor 4. Reward Performance - Ryla Score, MVP, Circle of Excellence, Executive Roundtable - Ryla Score, MVP, Circle of Excellence, Executive Roundtable 5. Be Clear on Your Non-negotiables - Be consistent, without compromise - Be consistent, without compromise 6. Address whole life issues - Professional & personal - Professional & personal development programs development programs 7. Believe in People - Commit to career advancement - Commit to career advancement - Promote from within - Promote from within

17. Key Difference #2: The People Factor 8. Break the Norm - Stock options; ownership potential - Stock options; ownership potential - Benefits & ‘big company’ perks - Benefits & ‘big company’ perks 9. Give Back - Community involvement - Community involvement - Social responsibility - Social responsibility 10. Talent not Titles - Great ideas abound at all levels - Great ideas abound at all levels

18. Key Difference #3: Simple Sales Approach  Really listen to customers & potential clients  Focus on conversations vs. PowerPoint pitches  Know & leverage niche  Onsite tours as sales advantage

19. Keeping the Magic As We Grow  Challenge faced by every entrepreneur  Speak to every incoming training class  First name basis is harder, but still aspiration  Add needed infrastructure, yet keep ‘corny’ stuff

20. Key Takeaways  The people factor is critical - Don’t compromise it  Build great reputation and leverage to grow business  Know what you do best & stick to that  Be nimble - a competitive advantage no matter what industry  Learn from mistakes & move on – quickly

21. Key Takeaways  Read inspiring books & share learning widely  Gauge when to bring in others with expertise and get out of the way  Be example of company & culture you want to create  Visit www.ryla.com (view huddles, culture, employees) www.ryla.com

22. Chief Executive Officer Mike Faith

23. 10 years old 10 years old $30 million Sales $30 million Sales 50 Employees 50 Employees 2/3 employees in call center 2/3 employees in call center

24. 3 x Inc. 500 Fastest Growing Private Co 3 x Inc. 500 Fastest Growing Private Co Cataloger of the Year Cataloger of the Year Stevie’s (American Business Awards) Stevie’s (American Business Awards) Best U.S. Customer Service Company Best U.S. Customer Service Company Bay Area Best Places to Work Bay Area Best Places to Work

25. Seven Key Strategies  Hiring  Training  Strong Cultural Definition  Feedback Loops  Policies and Non-Policies  Repetition  Remuneration

26. ROI/Impact Developed and Focused People Developed and Focused People Employee Efficiency Employee Efficiency Customer Loyalty Customer Loyalty Employee Retention Employee Retention Market Leadership Market Leadership

27. Tips and Key Lessons Answer the Phones Answer the Phones Customer Love is Company Wide Culture Customer Love is Company Wide Culture Not everyone is up for it Not everyone is up for it Follow the Improvement Cycle Follow the Improvement Cycle

28. The Improvement Cycle

29. Tips and Key Lessons Employee Support Employee Support Hard Numbers Hard Numbers Elephant-Free Reviewing Elephant-Free Reviewing Instant Decision, Long-Term Commitment Instant Decision, Long-Term Commitment

30. Lessons Learned Once committed, go all the way: Once you have set out a priority, you must support it completely. If not, then it is a false priority. Once committed, go all the way: Once you have set out a priority, you must support it completely. If not, then it is a false priority.

31. Questions??? www.ryla.com www.headsets.com

32. Upcoming 2008 Webinars Featuring 2007 Top Small Workplace Leaders May 21, 2008 Building an Employee Ownership Mentality –Mike Foley, CEO, Reflexite Corporation, Avon, CT –Bill Marshall, CEO, Phelps County Bank, Rolla, MO June 25, 2008 Designing Strategy from the Bottom Up –Amy Bermar, President, Corporate Ink, Newton, MA –William Petty, CEO, Exactech, Gainesville, FL July 29, 2008 Fostering Trust Within the Workplace –Paul Silvis, Founder, Restek, Bellefonte, PA –Paal Gisholt, CEO, SmartPak, Plymouth, MA

33. Thank You www.winningworkplaces.orgwww.sjfund.com