XTREME CUSTOMER SERVICE XTREME PROFITS Ed Laflamme LIC

X-TREME CUSTOMER SERVICE = X-TREME PROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING. COM ED@HARVESTLANDSCAPECONSULTING. COM 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 People

How do you measure up?

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 • 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 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

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/i. Tunes 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 customer & to s • 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 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: 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 Your Customers: Profile your customers Job Startup Meeting Lost Job Analysis Needs 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, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING. C OM ED@HARVESTLANDSCAPECONSULTING. CO M 203. 858. 4696