Post on 11-Jan-2016
X-TREME CUSTOMER SERVICE
=X-TREME PROFITS
Ed Laflamme, LICThe Harvest Group
284 New Canaan RoadWilton, CT 06897
WWW.HARVESTLANDSCAPECONSULTING.COMED@HARVESTLANDSCAPECONSULTING.COM
203.858.4696
“The cost of acquiring a new customer is 5 times that of retaining an existing one”
-INC Magazine
More
The Why
Customer
People
Culture
Customer
Culture
How do you measure up?
Indicators #s Grade
Referrals
Surveys
Extra Work %
Renewals / $
Multi-Year renewals w/$
Customer Satisfaction Scorecard
Your Customers
Top 5 Qualities of your Fantasy Customer:
1.
2.
3.
4.
5.
Your Customers
Your Customers
Classify your customer relationship
1. New
2. Vendors
3. Trusted Advisors
4. Partners
5. Jobs in Jeopardy
Re-evaluate at least every 6 months
•All customers are not equal
•80/20 Principle
Your Customers
Your People
Customer
People
Culture
Your People
Hire Right
Your People
Qualities
natural leaders
flexible
strongcommunication
skills
hardworking
Goaloriented
selfmotivated
ambitious
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
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:
What does YOUR ideal Employee look like?
1.
2.
3.
4.
5.
Attitude is Everything
Your People
Customer
People
Culture
• 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.
Creating an Xtreme Service Culture
•Know your Customer
•Deliver Consistent & Superior work
•Creates Trust
•Anticipate Needs
•Sense of Belonging
The How
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
Actions to building an Xtreme Service Culture
•Surveys
•CRM
•Customer Profiling
•Comment cards
•Customer Care Managers
The How
– Deliver Superior Work
– Be on time
– Competence
• Training
• Professional Development
The How
Communication
• E-newsletter
• Calls
Communication
• Face-to-face
• Phone etiquette
JobStart-up
During job
Post- job
Pre-job
The How
phone
# of ringsTurn
aroundattitude attention May I?
The How
Communication
Emailetiquette
grammaticallycorrect
attitude manners
The How
Communication
Faceto
Face
eyecontact
LISTEN manners
The How
Communication
Great Culture Breeds Trust
It’s All About Trust
It’s All About Trust
– Deliver what you promise
– Competence
– Consistency
Example: Fedex/UPS
Competence
Consistency
Trust
It’s All About Trust
– Actions:
• Follow up after job is done
• Training
• Set and manage expectations
• Job startup meeting
• Customer Evaluation
• Anticipate Needs• Amazon/iTunes examples
– Walk the property– What is the property potential?– What is your customers vision?
ManageExpectations
AnticipateNeeds
Sense of belonging
– Apple Story
– Customer of the month
– Hallmark Signature
What is your hallmark? If you don’t have one,
create one now!
Loyalty programs
Customer Appreciation
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
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!
Stay in touch
Ask Ask Ask
Thank Thank Thank
Moments of Truth
Your Culture
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
Barriers to Xtreme Customer Service?
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 customersJob Startup MeetingLost Job AnalysisNeeds 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
Ed Laflamme, LICThe Harvest Group
284 New Canaan RoadWilton, CT 06897
WWW.HARVESTLANDSCAPECONSULTING.COM
ED@HARVESTLANDSCAPECONSULTING.COM
203.858.4696