MCFL

“Meet a Customer for Life”

The Self Service Guidebook

Hello Operations Support Team Manager,

Congratulations on your office’s upcoming “Meet a Customer for Life” event. Attached you will find a complete set Standards and Procedures for the event to make it both successful and enjoyable. Here is a complete overview of items to be completed prior, during and after the event:

Prior to the event

Contact Customer for Save story details and set up a date for the event

o Send event location, directions, contact information, summary of customer’s story and high-level description of what will happen at the event to customer

Check for release form from customer through James Blevins

Identify and confirm attendance of ADT employees who contributed to the save:

o Install Techs, Service Techs, Sales Reps

o Care Rep(s) and confirm ability to teleconference into the event (if not local)

Identify and confirm ADT Leadership attendance

Send event invitations to ADT audience

Order gift basket items for customer

Reserve camera, projector, screen, and speakers

Confirm Office Communications Champs to take pictures and write up summary of event and send to corporate communications immediately after the event

Assign “Planted” questions to ADT audience

o Record answers and send to Customer Experience for newsletter

Order food for event and confirm food restrictions

Order certificate frames

o Assemble with printed certificates sent from Customer Experience

Print welcome and parking sign. Display upon customer’s arrival.

Day of the event (please refer to “Detailed Agenda – MCFL”)

All ADT employees welcomes customer into office and food is served in the conference room

Customer is given a tour of the local ADT office

Start with introductions of presenters, background about “Meet a Customer for Life” and introduce the customer

Play video of previous Life Savers during lunch

Play audio recordings of the customer’s emergency

Customer will share their story

Presentation from ADT representative and customer of the “Meet a Customer for Life” certificates to involved ADT team members

Employees ask “Planted” questions. Record answers from customer.

Wrap up, and group photos

After event

Send photos, videos and write-ups of the event to Customer Experience and Corporate Communications

Submit employee recognized into the Royal Blue Portal under “Teamwork”

Send thank-you note to customer

We hope you will find all of the information beneficial in conducting your office’s Meet a Customer for Life event.

Should you have any questions, please do not hesitate to contact me. Thank you for your time, and enjoy!

Pearl Leon

Customer Experience

Meet a Customer for Life

1. Call Script

Step 1—Opening “Hi Ms./Mr. ___________________. I’m _______________ with ADT Security Services. [Insert brief

description of position with the company] I wanted to get your feedback on your experience with the

[type of save: burglary, fire, carbon, etc.] on [date when the event occurred]. Do you have a few

minutes?”

<Wait for response.>

--> If yes (customer has time to speak today), see Step 2.

--> If no (customer does not have time today), see Step 3.

--> If no, (customer declines to participate), See Step 6.

Step 2—If customer has time to speak

today:

“Great! First, I want to say that we are so happy to hear that you’re safe, and that ADT was there when

you needed us the most.

"I’m calling today to invite you to your local ADT office for lunch one day so we can celebrate your save

and recognize our local team members who contributed. We’ll enjoy lunch, then our employees would

love to hear your story. Finally, ADT leadership will recognize each employee and present them with a

framed, signed certificate from our company president."

“Right now, we are looking at [Insert date and time(approx.)] to hold the event. Would that work for

you?”


--> If yes (date and time works for customer), see Step 4.

--> If no (initial date and time does not work), see Step 5.


Step 3—If customer does not have time

to speak today:

“Thank you, sir/ma’am. What day and time would be better for you?”


“Great! We’ll plan to speak with you on ___________________ at _____________.”

"Thank you for your time and for trusting ADT to help protect your [home, business, family, etc.].

Again, we’re happy to hear that everything worked out.”

<End call.>

Step 4—If customer agrees to

participate and selects a date:

“Great! Do you have a few minutes to share your first-hand perspective of your story?”


--> If yes (customer agrees to share story today), see Step 7.

--> If no (customer declines to share story today), see Step 8.


Step 5—If the initial date offered

doesn't work for the customer:

"No problem. We also have these alternate dates available for you:_________________________.

Which date works best for you?”

--> If yes (date and time works for customer), see Step 4.

--> If no (initial date and time does not work), repeat Step 5.


Call Script — Initial Call to ADT Customer to Schedule a "Meet a Customer for Life" Event

Page 1 of 13


1. Call Script

Step 6—If customer declines to

participate:

“No problem. Thank you for your time and for trusting ADT to help protect your [home, business,

family, etc.]. Again, we’re happy to hear that everything worked out.”

<End call.>

Step 7—If customer agrees to share

his/her story today:

<Read summary of story and allow customer to add or change detail. Document these updates as you

speak with the customer.>

“Mr./Mrs. _______________________, I’d like to send you a write-up of the story, along with a high-

level description of the event by [Insert certain date], so you can review and make any final changes.

We'll be using the write-up to share with our employees companywide, and want to make sure we

have all the details correct. Okay?”


"Perfect. Can I have your email address or fax number, or confirm your physical address?

<If customer has no access to email or fax, ask if you can review final story over the phone.>

"Great, if I send it to you by [Insert date], will you be able to review it and get me your feedback by

[Insert date]?"

<Ask customer if they can arrive about 30 minutes before the event to take an optional tour of the

office and get settled in before lunch.>

<Also, remind customer you would like to send them a written confirmation and high-level

description of the event.>

"Thank you for your time and for trusting ADT with helping protect your [home, business, family].

Again, we’re happy to hear that everything worked out.”

<End call.>

Step 8—If customer declines to share

his/her story today:

“Mr./Mrs. _______________________, when would be a better time for us to talk through your story?


“Great! We’ll give you a call on ________________ at _____________. In the mean time, I would like

to send you a written confirmation and a high-level description of the event, OK?”


"Perfect. Can I have your email address or fax number, or confirm your physical address?

Thank you for your time and for trusting ADT to help protect your [home, business, family, etc.]. Again,

we’re happy to hear that everything worked out.”

<End call.>

Page 2 of 13


2. Logistics Checklist

Event Location:

(SSO Conference

Room)

Location

Contacts:

SSO Employees

to Recognize:

Care Employees

to Recognize:

Status

#

(Not to be used in

order)

Task Role Notes

1Confirm the event date, time, and

location with the customer

SSO Logistics

Contact

Use Call Script sheet

2

Confirm food preferences/restrictions

with customer

SSO Logistics

Contact

3

Send release form to all customers

and obtain signature(s)

SSO Logistics

Contact

Check with James Blevins

(Customer Relations) for copy

of release form

4

Identify local ADT employees who

contributed to the save: Install Techs,

Service Techs, Sales Reps

SSO Logistics

Contact

5

Identify Care Rep(s) who called in the

alarm and confirm ability to

call/teleconference into the event (if

Rep is not local)

SSO Logistics

Contact

6

Send event invitation to ADT audience

(employees at the event location)

SSO Logistics

Contact

Use Invitation Samples sheet - See

"ADT Employee Invitation"

7Confirm ADT Leadership attendance

at the event

SSO Logistics

Contact

8

Confirm that the employees to be

recognized are in good standing with

the company

SSO Logistics

Contact

9Order gift basket items for customers SSO Logistics

Contact

Use Gift Basket Suggestions sheet

10

Order trophies for employees who will

be recognized (if this event brings a

prior Life Saver Award customer to the

SSO)

Customer

Experience

11Finalize event agenda SSO Logistics

Contact

Use Detailed Agenda sheet

12

Send event location, directions,

contact information, summary of

customer's story and high-level

description of what will happen at the

event to customer

SSO Logistics

Contact


"High-level Description of Event -

Customer(s)"

13Reserve camera, projector, screen,

and speakers for day of event

SSO Logistics

Contact

14

Identify and confirm a videographer

and/or photographer is prepared to

film the event

SSO Logistics

Contact

15

Contact Customer Experience

regarding any additional questions

needed to complete write-up for the

Operations newsletter and InsideADT

SSO Logistics

Contact / Customer

Experience

Operations newsletter, Safe and

Sound Newsletter

DUE: 1 week before event

DUE: 2 weeks before event

Logistics ChecklistEvent Date:

Customer and Contact Info:

Save Story:

ADT Leadership who will be

Attending:

DUE: 3-4 weeks before event

Page 3 of 13



SSO Employees

to Recognize:

Save Story:

16

Confirm people who will ask “planted”

questions during the Q&A session;

assign question(s) to each person

SSO Logistics

Contact

Use Planted Questions sheet

17

Send invitation reminder to the ADT

audience

SSO Logistics

Contact


"ADT Employee - Reminder

Invitation"

18Order food for the event SSO Logistics

Contact

19Distribute agenda to presenters and

other leadership attendees

SSO Logistics

Contact

Use Detailed Agenda sheet

20Contact the customer to ensure

he/she has all of the event details

SSO Logistics

Contact

21Order frames for certificates SSO Logistics

Contact

Use Certificate Frame sheet

22Order/print a welcome sign and a

reserved parking sign

SSO Logistics

Contact

Use Welcome and Parking Signs

sheet

23

Print certificates for local ADT

employees who contributed to the

save

Customer

Experience

24

Set up tables, chairs, projector,

speakers, screen, speakerphone,

camera, camcorder

SSO Logistics

Contact

Ensure speakerphone is located

close to customer, so Care

Reps can hear the customer

speak

25Put certificates in frames SSO Logistics

Contact

26Finalize gift basket SSO Logistics

Contact

Use Gift Basket Suggestions sheet

27

Print agenda, Guest List sheet, and

questions for local attendees who will

be presenting/asking questions

SSO Logistics

Contact

28

Meet with employees who will be

asking questions at the event, to

review approach (e.g., try to ask

questions in order; if customer has

already answered your question, you

don't need to ask it)

SSO Logistics

Contact

29

Select Life Saver Award video(s) on

laptop and test with the projector and

speakers

SSO Logistics

Contact

Downloadable videos can be

found at the following location on

InsideADT:

http://insideadt.com/main/Custo

merExperience/news_detail.cfm?i

d=8499

30

Meet with presenters to review

agenda and hand-offs between each

person involved

SSO Logistics

Contact

31

Office Communications Champs

should take pictures and write up

summary of event and send to

corporate communications

immediately after the event

SSO Logistics

Contact

32

Record testimonials from the customer

for each employee who contributed

and submit into Royal Blue

Recognition Program under "Customer

Satisfaction Survey"

SSO Logistics

Contact

33Send photos and videos of the event

to Customer Experience

SSO Logistics

Contact

DUE: 1 day before event

DUE: After event

DUE: Day of event

Page 4 of 13

http://insideadt.com/main/CustomerExperience/news_detail.cfm?id=8499








SSO Employees

to Recognize:

Save Story:

34

Send thank-you note to customer SSO Logistics

Contact

Use Invitation Samples Sheet - See

"Thank You - Customer

(Suggestion - Handwritten)"

35

Send follow-up survey to participants,

and then send feedback to SSO

Customer

Experience

36Send InsideADT News announcement

of the story

Customer

Experience

37

Publish story on CE InsideADT page

and in Customer Experience

Newsletter

Customer

Experience

Page 5 of 13


3. Detailed Agenda - MCFL

Timeline

(Approx.)Agenda Item Actions/Speaking Points Presenter

1 12:00-12:30 Lunch

<At end of lunch, move to conference room>

<Call Care Representative [insert name] at [insert number]>

SSO Logistics

Contact

[insert name]

2 12:30-12:35 Introduction

Good afternoon, I'm [insert name and title] and I’m pleased to be here to host

the ADT “Meet a Customer for Life” event.

We’ve launched these events in order for you to hear directly from our

customers. Their impactful stories serve as a great reminder that what you do

every day on the job is vitally important. You help save lives. And that is

something we can all be proud of.

Today we are delighted to welcome ADT customer(s) [customer name(s)], to

the [office name] office. They are here to tell the story of how ADT helped to

save their [home, possessions, livelihood, lives].

Thank you for being here, and I hope you all enjoy this event. Now, I'd like to

introduce you to [name of next presenter].

RGD

[insert name]

3 12:35-12:40 Video

Hi everyone, I'm [name and title]. Before we hear [customer name(s)]'s story,

we'd like to share with you some additional successes we’ve had over the past

year.

<Play Life Saver Award video from online–InsideADT>

This is video is a great illustration of the powerful effect you all can have on our

customers. I’d like to now turn to [customer name(s)] so they can share their

story.

SSO Logistics

Contact

[insert name]

4 12:40-12:50 Story Summary

<ADT customers share their story>

[Insert a summary of the customer story for reference]

ADT Customers

[insert name]

5 12:50-12:55One-on-One

Questions

Thank you for sharing your story. It is a powerful reminder to all of us that we all

make a difference in the lives of our customers, especially when they need us

the most.

So, [customer name(s)], we’d love to hear more about this story.

[Insert 1 question that relates to Story Summary, above]

SSO Logistics

Contact

[insert name]

6 12:55-1:10Group

Questions

Who else has questions for [customer name(s)]?

<Record answers to questions, to include in future write-ups of the event>

One final question for you—now that you have the ADT team members here

who were involved in getting the security system set up, or in responding to the

alarm, what would you like to say to them?

Thanks again for sharing your story. We're going to hand it back to [name of

next presenter].

SSO Logistics

Contact

[insert name]

7 1:10-1:25ADT Employee

Recognition

Now we'd like to thank our ADT team members who helped make sure ADT

was there for [customer name(s)] when they needed us the most.

[Insert names of each employee and a brief summary of his/her contribution]

We also have [Care Rep name] on the phone. He is the Customer Care

Representative who called in the alarm. [Care Rep name] thank you for

responding so quickly to the alarm.

<Present team member(s) with certificate(s).>

Thank you all for responding so quickly to the alarm and for giving [customer

name(s)] peace of mind in the midst of the emergency.

<Take a group picture>

RGD, AOM,

OSTM

[insert name]

Detailed Agenda

Page 6 of 13


3. Detailed Agenda - MCFL

Timeline

(Approx.)Agenda Item Actions/Speaking Points Presenter

8 1:25-1:30 Closing

Thank you to our ADT office for your great teamwork. It is because of you that

we were able to respond so quickly to this customer's alarm. We appreciate all

of your hard work to take care of all of our customers, each and every day.

[Customer name(s)], thank you for coming to our office today and sharing your

story. We are thankful for your business and honored that you selected ADT to

help [protect you/you protect your home and family/you protect your home/etc.]

<Give gift basket to customer, and then conclude the event.>

<Take additional group pictures>

RGD, AOM,

OSTM

[insert name]

Page 7 of 13


4. "Planted" Questions - MCFL

Question Asked By Customer's Response

1How did you feel when you got the call that there was a

possible emergency at your home?

2Is there any part of the story that sticks out the most in

your mind? Why is that?

3

Now that you have the ADT team members here who

were involved in installing the system and responding to

the event, what would you like to say to them?

SSO Logistics Contact

4 What prompted you to get an ADT Security System?

5What parts of the ADT system have helped you feel

safer?

6Have any of the system capabilities been a pleasant

surprise to you?

7Does anyone else in your family use ADT services? If so,

how did this situation impact them?

8What advice would you give to your neighbors about

protecting their homes?

Page 8 of 13


5. Invitation and Thank You Samples

Invitation and Thank-You Samples

Email Subject: ADT Meet a Customer for Life Event—[Insert Date, Location]

Hello Mr./Ms. [Insert customer name(s)],

It was so nice to speak with you [Insert today/the other day]! We at ADT are excited to meet you [and your

husband/wife/mother/sister/etc] on [Date of event] and hear your story. Here are the details of our "Meet a

Customer for Life" luncheon event, including date, time, location and an overview of what we'll be doing that

day.

Date and Time: [Insert date and time of event in following order: Day of the week, Month Day , 11:30 a.m. -

1:30 p.m.] (If you're still able to meet us us 30 minutes before the start of the event, then we can take you

on a little tour and get you settled in before lunch, which starts at [Insert start time of event].)

Location: [Insert Name of the office and the address ]

When you arrive at the front desk, you can ask for [Insert SSO Contact or another available representative].

I'll also be available on my mobile phone: [Insert reachable telephone number].

What We'll Do: We'll start off with a casual lunch. Then we’ll introduce you [and other attendees, e.g.,

mother, father, siblings, grandparents, roommates, etc.] and you'll share your story with the office. There

will be an opportunity for the ADT team to ask you questions about your experience. We will also honor the

ADT team members who played a part in ensuring that we were there for you when you needed us.

During your visit to the ADT office, we will share your story. You are welcome to share it in your own words,

or we can start by reading a summary and then you can add more details afterward. Could you please review

the attached summary over the next [Insert time frame—couple of days, weeks, by next Thursday, etc.] and

let me know if you have any updates? I would really appreciate your input.

Please reach out to me if you have any questions. And thanks again to you and your mother for sharing your

story, and for choosing ADT to help protect what you value the most.

Sincerely,

[Insert SSO Contact]

High-level Description

of Event—Customer(s)

Page 9 of 13


5. Invitation and Thank You Samples

ADT Employee—Reminder

Invitation

Email Subject: Reminder: RSVP for the <Month Day> "Meet a Customer for Life" celebration

There’s still room to join our "Meet a Customer for Life" event on [Insert date]. Don’t miss this opportunity

to meet and have lunch with an ADT Customer for Life! If you haven't already confirmed, RSVP today so you

are included in the final headcount.

To RSVP: Send an email to [Insert SSO Contact email] confirming your attendance.

Thanks,


Thank You—Customer

(Suggestion: Handwritten)

Dear Mr./Ms. [Insert customer(s) names],

I wanted to thank you for sharing your story with our ADT office on [Insert date]. It is rewarding and

motivating to hear that our efforts have made a difference for you. I hope you [both] enjoyed the

opportunity to visit with us.

I’d like to stay in touch about your experiences with ADT, if you’d like to share them. I value your feedback.

Thank you again for choosing ADT to help protect your home.

Sincerely,


ADT Employee Invitation Email Subject: You're Invited: Meet an ADT Customer For Life!

Dear ADT Team Members,

You are invited to a special event to “Meet a Customer for Life”! We have a unique opportunity to have our

valued customers come speak with us about how their ADT system—and the great work of our ADT

team—helped to preserve their home and possessions. Mr./Ms. [Insert customer names] are coming to the

[Insert location] office to share their story and personally thank our ADT employees.

Don’t miss this special event to SEE and FEEL the REAL-LIFE impact of what you do every day.

Date: [Insert Day of the week, Month Day, Year]

Time: [Insert timeframe]

Location: [Insert location address]

RSVP: Send an email to [Insert SSO Contact email] no later than [Insert deadline] to confirm your

attendance. We will be providing lunch, so an accurate head count is very important.

Space is limited, so RSVP today!

Thanks,


Page 10 of 13


6. Gift Basket Suggestions

Category Category

Totals

Item Number of

Items

Cost Per Item Subtotal

Basket 1 $0.00 $0.00

Blue Crinkle Paper 2 $0.00 $0.00

Blue Ribbon 1 $0.00 $0.00

Bottled Water 2 $0.00 $0.00

Fire Extinguisher 1 $0.00 $0.00

First-Aid Kit 1 $0.00 $0.00

ADT Coffee Holder 1

ADT Metal Water Canister 1

ADT Soft Cooler 1

ADT Cross Pen 1

ADT Leather Card Holder 1

ADT Air Freshener 1

ADT Window Stickers 4

ADT Coozie 1

ADT Sign 1

$0.00

Gift Basket Suggestions

$0.00

$0.00 $0.00

Gift Basket for

Customer$0.00

$0.00

Page 11 of 13


7. Certificate Frame Suggestion

Frames can be purchased at OfficeMax

Uniek Renewal Gallery Frames

(Product code: K11012284-OM) in 11" x 14",

Matted to 8 ½ " x 11"

Certificates are printed to fit an

11" X 14" frame

Meet a Customer For Life—Certificate Frame

Page 12 of 13


7. Welcome and Reserved Parking Signs

Welcome Sign

Reserved Parking Sign

Welcome and Reserved Parking Signs

Page 13 of 13

MCFL

Documents

Transcript of MCFL