Download to read offline
![Found In Customer Satisfaction Data
Hard skills drive higher overall customer
satisfaction scores until @ 3.7
To get 3.7+ rating, need to concentrate on
the softer skills:
Attitude and cooperation
Communication
Honoring commitments
Value for money
Office staff management
[From a correlation analysis of 748 surveys covering 4 years]](https://image.slidesharecdn.com/icsapresentation-sept2010-130826184226-phpapp01/75/Delivering-Consistent-National-Brand-Service-At-Multiple-Locations-ICSA-Presentation-Sept-2010-34-2048.jpg)
Delivering Consistent National Brand Service At Multiple Locations - ICSA Presentation Sept 2010
The document discusses the importance of customer service and building strong relationships with clients to drive business success. It emphasizes that customer satisfaction is essential for retaining clients and achieving higher gross margins, highlighting the need for effective communication and commitment from employees. The presentation outlines strategies to ensure alignment between local teams and the national brand, focusing on the significance of soft skills alongside technical capabilities.
More Related Content
![Making referrals happen simonton version [compatibility mode]](https://cdn.slidesharecdn.com/ss_thumbnails/makingreferralshappen-simontonversioncompatibilitymode-130709071454-phpapp01-thumbnail.jpg?width=640&height=640&fit=bounds)
Similar to Delivering Consistent National Brand Service At Multiple Locations - ICSA Presentation Sept 2010
More from Organizational Development & Change Management
![Amazon Account Audit by Rey Benaid [Amazon PPC Expert]](https://cdn.slidesharecdn.com/ss_thumbnails/amazonppcexpert-accountaudit-reybenaid-251028095011-f4d63eab-thumbnail.jpg?width=640&height=640&fit=bounds)
Delivering Consistent National Brand Service At Multiple Locations - ICSA Presentation Sept 2010
- 1. Delivering Consistent National Servicesat Multiple Locations David Carrithers September 2010
- 2. Why A SpiritOf Serving Customers Matters? "UNITED BREAKS GUITARS" 9,100,000 views http://www.nbcchicago.com/news/local-beat/United-Breaks-Guitars-a-Smash-Hit-on-YouTube.html http://www.youtube.com/watch?v=5YGc4zOqozo
- 3. My Views OfCustomer Service Supporting Over 60,000 Buildings
- 4. Another Name ForThis Conversation… Silence is not golden.
- 5. The Struggle Between… TheNeeds of the Local Teams and National Brand The Business and the People The Rules and the Relationships
- 6. Does Your BrandSay?
- 7. But Your TeamsAre Delivering?
- 8. Customer Retention Why BusinessesLose Customers Source: American Society For Quality
- 9. Service Profit Chain LinkingEmployees and Customers
- 10. Share What ABad Experience Can Mean? Have you ever had poor customer service? People not living up to their commitments? Not recognized or listened to? What they said didn't match what they do? The Friendliest Store In Town
- 11. What Is TheCustomer Buying? We Need To Ask The Field Teams? Case Example
- 12. Facilities Services &Customers? ? ?
- 13.
- 14. Answer the question: WhatIs The Customer Buying?
- 15. When You HearStrategic Relationships What Comes To Mind? Employees? Peers / Site Team? Subcontractors? Clients? End Users (our Clients’ Customers)? Internal Customers? External Customers? Industry Associations & Contacts?
- 16. 16 Are They Buying? MaterialsHandling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating?NO
- 17. 17 Relationship Words… To exceedour customers expectations by providing high quality, responsive construction and facility operations services with empowered professional employees. Build relationships that withstand the test of time by keeping our promises and honoring our commitments. Customer Satisfaction is the Measure of Our Success! Our Clients Are Buying Our Mission The Client Wants A Relationship That Performs…
- 18. What Our ClientsAre Buying? Professional Customer Service with repeatable, predictable and positive outcomes Different kind of construction relationship Not Status Quo Responsive, safe solutions and innovation Construction experts that can be trusted to do what is right & watch out for the client’s interest first Responsive and timely communications Transparency in decisions, work, results A flexible resource pool and experience base We Must Live Our Mission And Values! YES 13
- 19. Customer Focus OfOur Brand Centennial Objective: Driven to provide solutions that allow our customers to look like heroes and remove the conflict & stress out of construction projects. To be the trusted advisor of our clients.
- 20. National Brand ServiceLevels Clear Brand Guidelines Everyone Understands The Mission The Right Customers Survey Plus (+) One on Ones, Stop Bys, etc. Refresh, Renew, Review
- 21. Start Thinking AboutCustomer Satisfaction? Searching For The Perfect… Customer
- 22. Better Marketing AttractsRight Customers ? ? ?
- 23. 23 We have StrategicRelationships on multiple fronts (employee, clients, subcontractors, partners) and encounter them every day. For the purpose of this presentation we are focusing on Strategic Relationships with our current customers. Our premise: Those contracts with excellent customer strategic relationships achieve higher gross margins. Relationships At Heart Of Value Statement
- 24. 24 Relationships Define Us OurCompetitive Advantage
- 25. Tools To HelpCS Culture Take Root Zero Punch List Club 4.0 Club 100% Club Customer Service Stand Downs One On One Sessions Customer Satisfaction Surveys Stories We Share New Employee Orientation
- 26. 26 Continually Evolving CustomerFocus Program Alignment System for Success Welcoming New Clients
- 27. How Do YouListen? A Crash Class In CS For Me
- 28. When Things GoWrong http://www.hulu.com/watch/5528/kitchen-nightmares-theres-a-fly-in-myeverything Be Honest With Yourself – Look Around You, Respond!
- 29. Simple Things Matter •HowTo They Want To Communicate? •What Kind of Reporting Do They Need? •Review a Sample Scope •Review a Sample Project Proposal •Review Billing With Them, Get A Sample Of What They Like/Want •Review the Customer Satisfaction Process •Find Out Who Else in Their Organization Needs to Be Aware Of the JOC Program •Find Out if There are Training Needs •Review a Safety Plan •Ask Them To Describe a Successful Relationship Show Them You Care Ask Them Questions & Listen
- 30. How We Respond Positive,Passionate and Engaged! Centennial Must Stand Out As A Different Kind-Of Construction Company
- 31. Customer Satisfaction IsOwned By All
- 32. Customer Service ForService Teams A Culture Of Service Decision Making Close To Customers Not Just Responding – Thinking For Them Training Efforts To Improve Skills Rewards Programs To Drive Behavior Everyone On The Team Responsible For CS Empowered To Make A Difference You Are Not Alone – Reach Out For Help Check In With Customers – Different Than Day to Day Teams
- 33. 33 0 0.5 1 1.5 2 2.5 3 3.5 4 CSS Average 2006 2007 2008 Highest10 Lowest 10 We looked at the 10 highest and 10 lowest Gross Margin % contracts in 2006, 2007 and 2008 YTD (volume above $2M) and compared them with their Customer Satisfaction Survey Scores. Strategic Customer Relationships Drive Success Relationship Value GAP So What Do You Think The Difference Represents Between The Top & The Bottom?
- 34. Found In CustomerSatisfaction Data Hard skills drive higher overall customer satisfaction scores until @ 3.7 To get 3.7+ rating, need to concentrate on the softer skills: Attitude and cooperation Communication Honoring commitments Value for money Office staff management [From a correlation analysis of 748 surveys covering 4 years]
- 35. Key Thought The SoftStuff Is The Hard Stuff It Starts With Communications!
- 36. Listening To YourCustomers’ Suggestions See the big picture. Ask yourself, "Is this a onetime event, or indicative of a trend?” Think strategically about your customers' businesses, find ways to help them cut costs and increase profits. Go beyond supporting the physical building, or selling your services, make yourself valuable to your customers as an advisor. Be a student.
- 37. The Things thatCustomers Want Source: "Customer Retention in a Week", Jane Smith Customers will come back if: Your keep your promises You are willing to help You inspire confidence Your treat customers as individuals You make it easy for customers to do business with you All the physical aspects of your product or service give a favorable impression
- 38.
- 39. Remember… Silence is notgolden.
- 40. Thank You! David Carrithers Maritz,Inc. [email protected] 707-484-3620
Editor's Notes
- #15 Will ask individuals taking the class to think about what SR means to them? Have they ever experienced one in business? It is important to tap into their personal feelings on this. The instructor needs to share an example of just such a relationship – and what this means to them. In my case it is those relationships in business that I know if I get into a bind/a tough situation I can pick up the phone and ask for help at any level and on anything (even if it is not their area of excellence).
- #30 The goal is to get everyone thinking “ I need to talk with my customers – new ones and old – making sure we are aligned and on the same page.” It is very, very important that when we launch a new relationship we are asking questions, learning how the customer likes to operate. Learn what are they better with emails, phone calls? Do they live and die by the Blackberry? When there are problems when and how do they like to learn about them? Share the point that one of the top three complaints of new customers is “the billing was wrong” or “the billing is not the way I need it” so they hold off for a while to deal with it and with Centennial. It would be better to understand their expectations and desired way of doing this before we start sending them invoices. This may seem like a simple thing – but it means a great deal to how we kick off the first projects.
- #31 Need to share that even in the end, if all things are equal (price, response, etc.) a positive, engaged relationship can set Centennial apart. Construction can be so very confrontational and hard headed. So if Centennial stand out and shines as “those Centennial people, well, there is just something different about them…” with our customers, our partners, our subcontractors and even our employees this will help move use to a new level and playing field.