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Building the TeamBuilding the Brand

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HAND CLASP

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Definition of Insanity Insanity is doing the same things over and over again and expecting different results.

3The things we do that yield the desired results should be continued and duplicated But if you want to change the results then we need to change somethingThe beauty of having a franchise is you have an entire organization of professionals looking at how to constantly improve the product, the marketing, the brand, etc and then we have business owners ensure it is implemented at the store level. Not all initiative will be an instant hit. It is a WORk in Progress. Trust the process.

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Growth

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GrowthStabilityD

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GrowthStabilityDecay

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The shift to relationship marketingTransactional focus Relationship focusOrientation to single sales Discontinuous customer contact Focus on product features Short time scaleLittle emphasis on customer serviceLimited commitment to meeting customer expectationsQuality is the concern of production staff Orientation to customer retention Continuous customer contactFocus on customer value Long time scaleHigh customer service emphasis High commitment to meeting customer expectations Quality is the concern of all staff

In an economy where products, marketing campaigns and even sales channels are transitory, business managers increasingly recognize customer relationships as the key to enduring prot. Bain and Companys Frederick Reichheld has demonstrated that a 5% increase in customer retention leads to a 25-95% increase in company prots.

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A 5% increase in customer retention leads to a 25-95% increase in company prots.

In an economy where products, marketing campaigns and even sales channels are transitory, business managers increasingly recognize customer relationships as the key to enduring prot. Bain and Companys Frederick Reichheld has demonstrated that a 5% increase in customer retention leads to a 25-95% increase in company prots.

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Emphasis onnew customers(customercatching)PartnerAdvocateSupporterClientCustomer

Prospect

Emphasis onDeveloping andenhancingrelationships(customerkeeping)

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Actions that affect relationship

Positive actions Initiate positive phone callsMake recommendationsUse candid languageUse phone Show appreciation Make service suggestionsUse we problem-solving languageUse jargon or shorthand Air personality problems Talk of our future togetherAccept responsibilityPlan the future Negative actions Make only call backsMake justificationsUse accommodative language Use correspondence (email)Wait for misunderstandingsWait for service requests Use owe us legal language Use long-winded communications Hide personality problems Talk about making good on the past Shift blameRehash the past

The service ladder in Up your Service was created by one of my idols when it comes to customer service and his book Up Your Service

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Point North. Where do you want to go? The whole team should be clear. Story of people wanting to give right directions to First Pacific.

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Service is taking action to create value for someone else.

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Taxi must have 4 wheels and a driver16

Expected that the driver knows his way around

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Cool aircon, polite driver 18

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The Six Levels of Service Apply this to your job. What action can YOU take to Step UP?

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Plot out points of service Every one looking for opportunities to surprise customers

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Four Different Categories of Value

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The BIG Picture The experience your customers value. Where do you see a big opportunity to add or create more value?

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Who should take responsibility for making these improvements?

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The customer does not care about your reasons

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Take Personal Responsibility Blame, Shame and Excuses do not make things better! What action can you take?

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Powerful PartnershipsCreate More ValueWith Synergy

Synergy is 1+1=2

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Synergy is 1+1=2

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Point North. Where do you want to go? The whole team should be clear. Story of people wanting to give right directions to First Pacific.

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Globe 0917-555-JOEY02-503-0000

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