“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?”
<Wait for response.>
--> If yes (date and time works for customer), see Step 4.
--> If no (initial date and time does not work), see Step 5.
--> If no, (customer declines to participate), See Step 6.
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?”
<Wait for response.>
“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?”
<Wait for response.>
--> If yes (customer agrees to share story today), see Step 7.
--> If no (customer declines to share story today), see Step 8.
--> If no, (customer declines to participate), See Step 6.
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.
--> If no, (customer declines to participate), See Step 6.
Call Script — Initial Call to ADT Customer to Schedule a "Meet a Customer for Life" Event
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Meet a Customer for Life
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?”
<Wait for response.>
"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?
<Wait for response.>
“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?”
<Wait for response.>
"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.>
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Meet a Customer for Life
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
Use Invitation Samples sheet - See
"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
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Meet a Customer for Life
2. Logistics Checklist
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
Use Invitation Samples sheet - See
"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
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Meet a Customer for Life
2. Logistics Checklist
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
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Meet a Customer for Life
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
Meet a Customer for Life
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]
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Meet a Customer for Life
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
Meet a Customer for Life
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
Meet a Customer for Life
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,
[Insert SSO Contact]
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,
[Insert SSO Contact]
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,
[Insert SSO Contact]
Page 10 of 13
Meet a Customer for Life
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
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Meet a Customer for Life
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
Meet a Customer for Life
7. Welcome and Reserved Parking Signs
Welcome Sign
Reserved Parking Sign
Welcome and Reserved Parking Signs
Page 13 of 13
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