X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan...
-
Upload
sherman-ford -
Category
Documents
-
view
222 -
download
3
Transcript of X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan...
![Page 1: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/1.jpg)
X-TREME CUSTOMER SERVICE
=X-TREME PROFITS
Ed Laflamme, LICThe Harvest Group
284 New Canaan RoadWilton, CT 06897
WWW.HARVESTLANDSCAPECONSULTING.COMED@HARVESTLANDSCAPECONSULTING.COM
203.858.4696
![Page 3: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/3.jpg)
“The cost of acquiring a new customer is 5 times that of retaining an existing one”
-INC Magazine
More
The Why
![Page 4: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/4.jpg)
![Page 5: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/5.jpg)
Customer
People
Culture
Customer
Culture
![Page 6: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/6.jpg)
How do you measure up?
![Page 7: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/7.jpg)
Indicators #s Grade
Referrals
Surveys
Extra Work %
Renewals / $
Multi-Year renewals w/$
Customer Satisfaction Scorecard
Your Customers
![Page 8: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/8.jpg)
Top 5 Qualities of your Fantasy Customer:
1.
2.
3.
4.
5.
Your Customers
![Page 9: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/9.jpg)
Your Customers
Classify your customer relationship
1. New
2. Vendors
3. Trusted Advisors
4. Partners
5. Jobs in Jeopardy
Re-evaluate at least every 6 months
![Page 10: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/10.jpg)
•All customers are not equal
•80/20 Principle
Your Customers
![Page 11: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/11.jpg)
Your People
Customer
People
Culture
![Page 12: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/12.jpg)
Your People
![Page 13: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/13.jpg)
Hire Right
Your People
Qualities
natural leaders
flexible
strongcommunication
skills
hardworking
Goaloriented
selfmotivated
ambitious
![Page 14: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/14.jpg)
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
Your People
![Page 15: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/15.jpg)
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
Zappos Family Core Values:
![Page 16: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/16.jpg)
What does YOUR ideal Employee look like?
1.
2.
3.
4.
5.
![Page 17: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/17.jpg)
Attitude is Everything
Your People
![Page 18: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/18.jpg)
Customer
People
Culture
![Page 19: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/19.jpg)
• 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.
![Page 20: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/20.jpg)
Creating an Xtreme Service Culture
•Know your Customer
•Deliver Consistent & Superior work
•Creates Trust
•Anticipate Needs
•Sense of Belonging
The How
![Page 21: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/21.jpg)
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
![Page 22: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/22.jpg)
Actions to building an Xtreme Service Culture
•Surveys
•CRM
•Customer Profiling
•Comment cards
•Customer Care Managers
The How
![Page 23: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/23.jpg)
– Deliver Superior Work
– Be on time
– Competence
• Training
• Professional Development
The How
![Page 24: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/24.jpg)
Communication
• E-newsletter
• Calls
Communication
• Face-to-face
• Phone etiquette
JobStart-up
During job
Post- job
Pre-job
The How
![Page 25: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/25.jpg)
phone
# of ringsTurn
aroundattitude attention May I?
The How
Communication
![Page 26: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/26.jpg)
Emailetiquette
grammaticallycorrect
attitude manners
The How
Communication
![Page 27: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/27.jpg)
Faceto
Face
eyecontact
LISTEN manners
The How
Communication
![Page 28: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/28.jpg)
Great Culture Breeds Trust
It’s All About Trust
![Page 29: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/29.jpg)
It’s All About Trust
– Deliver what you promise
– Competence
– Consistency
Example: Fedex/UPS
Competence
Consistency
Trust
![Page 30: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/30.jpg)
It’s All About Trust
– Actions:
• Follow up after job is done
• Training
• Set and manage expectations
• Job startup meeting
• Customer Evaluation
![Page 31: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/31.jpg)
• Anticipate Needs• Amazon/iTunes examples
– Walk the property– What is the property potential?– What is your customers vision?
ManageExpectations
AnticipateNeeds
![Page 32: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/32.jpg)
Sense of belonging
– Apple Story
– Customer of the month
– Hallmark Signature
What is your hallmark? If you don’t have one,
create one now!
![Page 33: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/33.jpg)
Loyalty programs
Customer Appreciation
![Page 34: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/34.jpg)
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
Your People
![Page 35: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/35.jpg)
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!
![Page 36: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/36.jpg)
Stay in touch
Ask Ask Ask
Thank Thank Thank
![Page 37: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/37.jpg)
Moments of Truth
Your Culture
![Page 38: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/38.jpg)
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
Your Culture
![Page 39: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/39.jpg)
Barriers to Xtreme Customer Service?
![Page 40: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/40.jpg)
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
3 in 3
Your Customers:Profile your customersJob Startup MeetingLost Job AnalysisNeeds 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
![Page 41: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/41.jpg)
![Page 42: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.](https://reader033.fdocuments.net/reader033/viewer/2022042718/56649e4e5503460f94b44a71/html5/thumbnails/42.jpg)
Ed Laflamme, LICThe Harvest Group
284 New Canaan RoadWilton, CT 06897
WWW.HARVESTLANDSCAPECONSULTING.COM
203.858.4696