Transcript Ed Laflamme - Harvest Landscape Business Consulting

X-TREME CUSTOMER SERVICE
=
X-TREME PROFITS
Ed Laflamme, LIC
The Harvest Group
284 New Canaan Road
Wilton, CT 06897
WWW.HARVESTLANDSCAPECONSULTING.COM
[email protected]
203.858.4696
Why give X-treme Customer Service?
The Why
“The cost of acquiring a new customer is 5
times that of retaining an existing one”
-INC Magazine
More
Culture
Customer
Customer
People
How do you measure up?
Are you easy to do business with?
Your
Customers
Customer Satisfaction Scorecard
Indicators
Referrals
Surveys
Extra Work %
Renewals / $
Multi-Year renewals
w/$
#s Grade
Your
Customers
Top 5 Qualities of your Fantasy Customer:
1.
2.
3.
4.
5.
Your
Customers
Classify your customer relationship
1.
2.
3.
4.
5.
New
Vendors
Trusted Advisors
Partners
Jobs in Jeopardy
Re-evaluate at least every 6 months
Your
Customers
•All customers are not equal
•80/20 Principle
Your People
Culture
Customer
People
Your People
Your People
Hire Right
hard
working
ambitious
natural
leaders
Qualities
self
motivated
flexible
strong
communication
skills
Goal
oriented
Your People
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
Zappos Family Core Values:
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
What does YOUR ideal Employee look like?
1.
2.
3.
4.
5.
Your People
Attitude is Everything
Culture
Customer
People
• 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.
The How
Creating an Xtreme Service Culture
•Know your Customer – Harvey McKay
•Deliver Consistent & Superior work - Mephisto
•Creates Trust – Fed Ex.
•Anticipate Needs – The Ritz
•Sense of Belonging - Apple
•Make them feel good – the lollipop – the watch
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
Pre-job
Job
Start-up
Communication
• Face-to-face
• Phone etiquette
Postjob
During
job
The How
Communication
phone
# of rings
Turn
around
attitude
attention
May I?
The How
Communication
Email
etiquette
grammatically
correct
attitude
manners
The How
Communication
Face
to
Face
eye
contact
LISTEN
manners
Great Culture Breeds Trust
It’s All About Trust
The Speed of Trust – Dr. Stephen Covey
It’s All About Trust
Competence
Consistency
– Deliver what you promise
Trust
– Competence
– Consistency
Example: Fedex/UPS
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?
Anticipate
Needs
Manage
Expectations
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
Your People
Promoting X-treme Customer Service
•Internal Discussion Groups
•Job Descriptions, performance reviews: CS
•Processes and Training
•Empower people meet the needs of each c
•Wall of Fame
•Reinforce importance of XCS 24/7
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
Your Culture
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
Barriers to Xtreme Customer Service?
3 in 3
Your People
Your Customers
•Hire Right!
•Internal Discussion Groups
•Job Descriptions
•Performance reviews: CS
•XCS Training
•Wall of Fame
•Reinforce importance of XCS 24/7
•Publish your XCS policy
•Create an employee empowerment
policy
•Rewards based CS incentives
•Profile your customers
•Job Startup Meeting
•Lost Job Analysis
•Needs Assessment
•Customer Satisfaction Survey
•What is your hallmark?
•CRM
•80/20
•Comment cards
•Customer Care Managers
Ed Laflamme, LIC
The Harvest Group
284 New Canaan Road
Wilton, CT 06897
WWW.HARVESTLANDSCAPECONSULTING.COM
[email protected]
203.858.4696