2. History
Established in 1946, over 60 years in business
Began as a painting company and transitioned
to a full service remodeling company
Focused on Long Island with businesses in New
Jersey and Westchester
2001 Birth of Raving Fans
3. A controlled, sustainable growth philosophy
Recruit, hire and retain the best employees
Leverage your existing customer base
5. Recruit, hire and retain the Best Employees
Leverage your existing customer base
This is all based on customer service
6.
7. “Your customers are only satisfied because
their expectations are so low and
because no one else is doing better. Just
having satisfied customers isn’t good
enough anymore. If you really want a
booming business, you have to create
Raving Fans.”
~ Harvey Mackay
10. Service From Hell
Good/Average Service
Raving Fan Service
11. Found a less expensive product 15%
Found a better product 15%
Lack of personal attention 20%
Service provider rude, unhelpful 45%
Source: Forum Corporation of Boston
12. Never complain about poor service 96%
Never return 90%
Tell at least 9 others of dissatisfaction 100%
Tell at least 20 other people 13%
Will do business again if problem resolved 70%
Do business if problem resolved on the spot 95%
Source: TARP (Technical Assistance Research Programs) White House Office
of Consumer Affairs
24. 1. Know your customers
2. How do they rate you?
3. Setting your service windows
“You can’t be all things to all people”
4. Discover the customer’s vision
5. Create your vision
6. Develop a plan
7. Manage and motivate beliefs
25. Deliver a consistent experience to our customers that is
superior to what they expect.
Have a harmonious, enthusiastic environment where
employees at all levels are responsive to our
customers’ needs and react with a sense of urgency
and follow through.
An environment where ethics and values are not
sacrificed, where we listen to and educate the
customer to build value.
Provide our customers great products with no hassles
and superior results.
