How You THINK About Them Is How You’ll Treat Them

“A Master Mind may be defined as the invisible power that results when two or more minds work in perfect harmony toward achieving a common goal.” Napoleon Hill

THE GAME PLAN

“Winning is a habit. Unfortunately, so is losing.” Vince Lombardi

LET’S MEET THE PLAYERS- FRONTLINE WORKER- PHONE ANSWERER-ACCOUNTING / IT -SALES REPS-MAINTENANCE TEAM-MANAGERS-SERVICE PROVIDERS-DISCRUNTLED PEOPLE NOT ON THIS LIST

“Great things in business are never done by one person. They’re done by a team of people.” Steve Jobs

Section 1

Commitment #1Teach everyone here at least one “move” that can take your overall customer service level from good to EXCEPTIONAL.

“Good leaders must first become good

servants.” Robert Greenleaf, founder of modern Servant Leadership Movement.

Commitment #2Section 1

Teach everyone at least one "courtesy” dance move. There are no traffic

jams along the ‘Second Mile’.” Roger Staubach

Section 2

3 Commitments You make to yourselfA.Take notesB.Look for ONE Action StepA.Ask questions

and join in the conversation

“Learning is more effective when it’s active rather than passive.” Euripides

Questioning Customer ServiceA. What does the word

exceptional even mean?

1. Not usual: unusual or uncommon/unusually good:

2. Much better than average

B. How many of us have attended

seminars or recently read books

that admonish us to…1. Treat customers like royalty 2. Exceed customer’s expectations3. Either seek low operating costs

or some means of differentiating

our business from competitors. 4. Assume the customer is always

right

Why are these BIG IDEAS

so hard to apply?

Questioning Customer Service

“Being nice to people is just 20% of providing good customer service. The important part is designing systems that allow you to do the job right the first time. All the smiles in the world aren't going to help you if your product or service is not what the customer wants.” How You THINK About Them Is How You Will Treat Them!

Questioning Customer Service- If you were a traveling speaker guy like me, what percentage of the audiences would you guess say that they offer exceptional customer service? - Story :- “I don’t do water.”- “Well OK. How Many

People Did You End Up With?”

“BETTER is not a destination. It’s a

Journey.” Lee Cockerell, ran Disney for 13 years.

Exceptional Customer ServiceSection 4

A. When I say the words, “Customer Service” what comes to your mind?

B. Outside of your organization, what are 5 organizations that you can think of that offer

EXCEPTIONAL CUSTOMER

SERVICE?

“Great Value. Excellent Service. Fly Southwest Airlines because you

want to be treated like a person.”

SWA Slogan

Section 4Exceptional Customer Service

What mechanisms, systems and processes do they have in place to deliver this Exceptional customer service or is it that their people are simply trying harder?Stories:• QT - Merit-Based Pay, Mystery Shoppers, and Checklists• Disney World - Checklists and Intense Follow-up• Starbucks - Processes and Scheduled Training

“In anything we do, any endeavor, it’s not what you do; it’s why you do

it.” Howard Schultz,

founder of Starbucks

“If people believe they share values with a company, they will

stay loyal to the brand.” Howard

SchultzWhat is the EXPERIENCE

your customers have when they do business with you?

Section 4Bad Customer Service

A. When I say the words, “CUSTOMER SERVICE SO BAD IT MAKES YOU WANT TO STAPLE YOUR FOREHEAD” what are 5 businesses that come to your mind?

B. What mechanisms, systems and processes do they have in place to deliver this BAD QUALITY OF customer service or is that their people are simply trying to do a POOR JOB?

A. Cold treatment from staffB. Long waitsC. The “No eye contact” front line

worker chewing gum!D. Delayed return calls by customer

service desksE. The foreigner who goes by the

name Bill Smith on the tech support line who can’t seem to get your name right

Story Time:“I’m sorry, we’re not

Southwest.” American Airlines

Flight Attendant

Section 4Bad Customer Service

1. The kid/guy at the drive thru window is talking on his cell phone while taking your order

2. Sounding cold on the phone

3. Non-Responsive to email “All of your

customers are partners in your

mission.” Shep Hyken

More Stories!Arthur Bryant’s BBQ, Computer Service Call, Bank: “I’m sorry, you’ll have to wait until Monday”, “Sir, Please back away from the cake”

NYT Best Selling Author & Customer Service Guru

Section 5What Do The Stats Tell Us?

A. According to research conducted by the Harvard Business School, a 5% increase in customer loyalty could produce profit increases from 25% to 85%.

B. According to research studies conducted by the American Express Global Customer Service Barometer and AMDOCS customer relationship software - Bad customer service is now normal.

C. 60% of Americans believe that businesses don't care about good customer service.

D. More than 75% said they would hang up after waiting on hold for longer than five minutes.

What Do The Stats Tell Us?Section 5

E. 75% said that they tell friends and family about their negative experiences.F. 85% reported that negative customer service experiences drive them to switch providers.G. 70% of Americans said they are willing to spend up to 15% more for the same products and services if they are provided with excellent customer service.H. 59% of consumers are willing to try a new product or service for the first time just to see if the customer service experience is better.

DISTURBING STATISTIC- Michael Bolton has sold more than 53 million records and has a net worth of over $60 Million!I know, this has nothing to do with Customer Service but I thought you

should know!

Section 6

Getting Ahead Through Exceptional Customer Service

“Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” Steve Jobs

STORY #1Arthur Greeno and Wrong Orders At Chick-fil-A!

STORY #2The “Post-Speaking” Thank You.The BookThe Gift CertificatesThe Mug

STORY #3Thrive15 – surprise box in the mail

INTERMISSION

CUE THE ELEVATOR MUSIC “I grew up with six

brothers. That’s how I learned to dance… while waiting for the bathroom.” Bob Hope

Section 7

6 Steps To Radically

Improve Your Customer Service

Section 7Step 1 – Start Asking The TOUGH QUESTIONS?Do you operate more like the DMV or like Apple?

A. Group Questions: 1. Have you ever been to the DMV? 2. What is that like? 3. Have you ever bought an Apple

Product? 4. What is that like?

B. What is an action step you can begin taking right away?

THOUGHT: It all starts with your

expectations!“Be a yardstick of quality. Some people aren’t used to an environment where EXCELLENCE is expected.” Steve Jobs

Section 7Step 2: Commit To Being EXCEPTIONAL!

Group Questions: A.Who can we look to for examples of Exceptional Customer Service other than Apple? B.Who has ever been to Chik-Fil-A?C. What makes Chik-Fil-A customers so much more loyal than most other fast-food restaurants?

“If you build an Exceptional Experience, customers tell each other about that. Word of mouth is very powerful.” Jeff Bezos, CEO Amazon.com

Thought: You must commit to providing Exceptional Customer

Service for your own self-esteem. When you do something good and you

satisfy a customer, you make yourself feel good.

Section 7Step 2 – Commit To Being EXCEPTIONAL (Cont.)Step 2: Commit To Being Exceptional

D. Group Questions: 1. What excellent processes does Chik-Fil-A have in place to keep their bathrooms so clean? 2. What processes and checklists do we need to install and have in place in order to take our customer service to the Chick-fil-A level?

E. We must have a defined process and checklist for every predictable and repeatable action that we want to see.

Story:Wife at QuikTrip restrooms

“Culture is one of the most precious things a company has…so you must work harder on it than anything else.”Herb Kelleher, Founder of SWA

Section 7Step 3: TAKE OWNERSHIP

A. We must be willing to truly take ownership of the praise and the complaints if we want to be truly successful in life.

B. Group Questions: 1. Why is it so frustrating to talk with someone who is unwilling to take ownership of complaints? 2. Why is it so easy to talk with someone who sincerely takes ownership of complaints?

C. Story: Shepherd’s Fold Ranch SLTD.What does it mean to take ownership of a complaint?E.Action Step: What ONE PHRASE can we use to take ownership?“Your most unhappy customers are your BEST SOURCE of learning.” Bill GatesOwns the world!

THOUGHTWhat if we had a culture of

“Stewardship” instead of just a culture of “Workership”?

Section 7Step 4: Learn To Deal With COMPLAINTS

A. Study successful people and do what they do. Use the B.L.A.S.T. system.

B. Supporting Quote: ” Use the B.L.A.S.T. system." - Believe, Listen, Answer, Satisfy, Trust.” Bill Gates

C. Group Questions: 1. How hard is it to believe some customers? 2. How hard is it to listen to someone who is yelling at you? 3. How hard is it to yell at someone who is sincerely listening and not fighting back with you?

D. Story: “The Cake Police”E. What is the action step

you can begin taking this week?

"Historically, our number-one growth driver has been from repeat customers and

word of mouth.” Tony Hsieh, Founder of

Zappos

THOUGHTWhen was the last time you got frustrated

with a customer complaint? What was going through your head?

Section 7Step 5: CELEBRATE EXCELLENCE

A. Group Questions: 1. Why is it so important for us to celebrate EXCELLENT CUSTOMER SERVICE IMMEDIATELY? 2. How long does it take to see the fruit from Excellent Customer Service? 3.What are some stories that you've personally seen at your company where Exceptional customer service created success down the road?

C. Story: Stickers On My Helmet, The Chicken Award!D.What processes can we begin to put into place to celebrate Exceptional customer service as it happens?

THOUGHTThought: You must decide that you

will celebrate the successes of those around you who WOW clients.

Section 7Step 6: TAKE ACTION!

A. Group Questions: 1. Why does only 7% of the American population typically take action to solve their problems? 2. What are the processes and systems that we can begin implementing today to begin building a culture where EXCELLENT CUSTOMER SERVICE is expected?

C. Story: My Company - overdeliverD. What is the action step that

you can begin taking on this week?

“Knowledge without Application is

meaningless.” Thomas Edison

THOUGHTEducation is only half of the

solution, because nothing works unless you do.

Section 76 Steps To Radically Improve Your Customer Service

DECIDE TO THRIVE.BECOME AN ENEMY OF AVERAGE.

I challenge you to begin making it your goal to WOW every

customer because that is the key to creating your own personal

opportunities and opportunities for the company itself.

$15 BOOK = $5 Goes To Solving the

Fatherless Problem in Innercities

ACTION STEPS!

“So what do we do? Anything. Something. So long as we just don't sit there. If we screw it up, start over. Try something else. If we wait until we've satisfied all the uncertainties, it may be too late”. - Lee Iacocca

Your Response-

Ability!

Thank You Very Much For Not Throwing Things At Me!

Continue The Conversationclay@claystaires.comwww.claystaires.com918-798-0852

“INCREASE”

George W. Bush’s Catlike Reflexes!