Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009
-
Upload
david-carrithers -
Category
Business
-
view
335 -
download
1
description
Transcript of Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009
![Page 1: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/1.jpg)
Delivering Exceptional Customer ServiceDavid Carrithers
IFMA New Mexico
September 10, 2009
![Page 2: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/2.jpg)
Why A Spirit Of Serving Customers Matters?
"UNITED BREAKS GUITARS"
5,437,945 views http://www.nbcchicago.com/news/local-beat/United-Breaks-Guitars-a-Smash-Hit-on-YouTube.html
http://www.youtube.com/watch?v=5YGc4zOqozo
![Page 3: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/3.jpg)
My Views Of Customer Service
Supporting Over 60,000 Buildings
![Page 4: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/4.jpg)
Another Name For This Conversation…
Silence is not golden.
![Page 5: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/5.jpg)
Facilities Management & Customers?
? ?
![Page 6: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/6.jpg)
Tale Of Two Facilities
The Impact Of Facilities On Perceived Customer Service & Value
![Page 7: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/7.jpg)
Sharing One View
![Page 8: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/8.jpg)
The Struggle Between…
The Needs of the Facility and the Customer
The Business and the People
The Rules and the Relationships
![Page 9: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/9.jpg)
Customer RetentionWhy Businesses Lose Customers
Source: American Society For Quality
![Page 10: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/10.jpg)
Service Profit ChainLinking Employees and Customers
![Page 11: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/11.jpg)
Share What A Bad Experience Can Mean? Have you ever had poor customer service? People not living up to their commitments? Not recognized or listened to? What they said didn't match what they do?
The Friendliest Store In Town
![Page 12: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/12.jpg)
When You Hear Strategic Relationships What Comes To Mind? Employees? Peers / Site Team? Subcontractors? Clients? End Users (our Clients’ Customers)? Internal Customers? External Customers? Industry Associations & Contacts?
![Page 13: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/13.jpg)
What Is The Customer Buying?
Need To Ask Yourself?
![Page 14: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/14.jpg)
14
Are They Buying?
Materials Handling? Concrete?
Project Management?
Cheap Construction?
A Buddy?
Estimating? NO
![Page 15: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/15.jpg)
15
Relationship Words…
To exceed our customers expectations by providing high quality, responsive construction and facility operations services with empowered professional employees.
Build relationships that withstand the test of time by keeping our promises and honoring our commitments.
Customer Satisfaction is the Measure of Our Success!
Our Clients Are Buying Our Mission
The Client Wants A Relationship That Performs…
![Page 16: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/16.jpg)
What Our Clients Are Buying?
Professional Customer Service with repeatable, predictable and positive outcomes
Different kind of construction relationship Not Status Quo Responsive, safe solutions and innovation Construction experts that can be trusted to do what is right &
watch out for the client’s interest first Responsive and timely communications Transparency in decisions, work, results A flexible resource pool and experience base
We Must Live Our Mission And Values!
YES
13
![Page 17: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/17.jpg)
Customer Focus Of Our BrandCentennial Objective: Driven to provide solutions that allow our customers to look like heroes and remove the conflict & stress out of construction projects.
To be the trusted advisor of our clients.
![Page 18: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/18.jpg)
Start Thinking About Customer Satisfaction?
Searching For The Perfect…
Customer
![Page 19: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/19.jpg)
Better Marketing Attracts Right Customers
?
?
?
![Page 20: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/20.jpg)
20
We have Strategic Relationships on multiple fronts (employee, clients, subcontractors, partners) and encounter them every day. For the purpose of this presentation we are focusing on Strategic Relationships with our current customers. Our premise: Those contracts with excellent customer strategic relationships achieve higher gross margins.
Relationships At Heart Of Value Statement
![Page 21: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/21.jpg)
21
Relationships Define Us
Our Competitive Advantage
![Page 22: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/22.jpg)
Tools To Help CS Culture Take Root
Zero Punch
List Club
4.0 Club
100% Club
Customer Service
Stand Downs
One On One Sessions
Customer Satisfaction Surveys
Stories
We ShareNew Employee
Orientation
![Page 23: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/23.jpg)
23
Continually Evolving Customer Focus
Program Alignment System for Success
Welcoming New Clients
![Page 24: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/24.jpg)
How Do You Listen?
A Crash Class In CS For Me
![Page 25: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/25.jpg)
When Things Go Wrong
http://www.hulu.com/watch/5528/kitchen-nightmares-theres-a-fly-in-myeverything
Be Honest With Yourself – Look Around You, Respond!
![Page 26: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/26.jpg)
Customer Satisfaction Is Owned By All
![Page 27: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/27.jpg)
Customer Service For Centennial A Culture Of Service Decision Making Close To Customers Not Just Responding – Thinking For Them Training Efforts To Improve Skills Rewards Programs To Drive Behavior Everyone On The Team Responsible For CS Empowered To Make A Difference You Are Not Alone – Reach Out For Help
![Page 28: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/28.jpg)
28
0
0.5
1
1.5
2
2.5
3
3.5
4
CSS Average
2006 2007 2008
Highest 10
Lowest 10
We looked at the 10 highest and 10 lowest Gross Margin % contracts in 2006, 2007 and 2008 YTD (volume above $2M) and compared them with their Customer Satisfaction Survey Scores.
Strategic Customer Relationships Drive Success
Relationship Value GAP
So What Do You Think The Difference Represents Between The Top & The Bottom?
![Page 29: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/29.jpg)
Found In Customer Satisfaction Data Hard skills drive higher overall customer
satisfaction scores until @ 3.7 To get 3.7+ rating, need to concentrate on
the softer skills: Attitude and cooperation Communication Honoring commitments Value for money Office staff management
[From a correlation analysis of 748 surveys covering 4 years]
![Page 30: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/30.jpg)
Key ThoughtThe Soft Stuff
Is
The Hard Stuff
It Starts With Communications!
![Page 31: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/31.jpg)
Listening To Your Customers’ Suggestions See the big picture. Ask yourself, "Is this a onetime event, or
indicative of a trend?” Think strategically about your customers'
businesses, find ways to help them cut costs and increase profits.
Go beyond supporting the physical building, or selling your services, make yourself valuable to your customers as an advisor.
Be a student.
![Page 32: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/32.jpg)
Five Dimensions to Quality Customer Care
(defined by customers)
1. Reliability
2. Responsiveness
3. A Feeling of Being Valued
4. Empathy
5. Competency
Customer Service is not a technique, it is a mindset.
![Page 33: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/33.jpg)
The Things that Customers WantSource: "Customer Retention in a Week", Jane Smith
Customers will come back if:
Your keep your promises
You are willing to help
You inspire confidence
Your treat customers as individuals
You make it easy for customers to do business with you
All the physical aspects of your product or service give a favorable impression
![Page 34: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/34.jpg)
Oh The Nail..
![Page 35: Delivering Exceptional Customer Service IFMA New Mexico Presentation Sept 2009](https://reader036.fdocuments.in/reader036/viewer/2022062614/547802a9b4af9f84098b4614/html5/thumbnails/35.jpg)
Remember…
Silence is not golden.