1. Creating & Sustaining Lasting Customer Relations School Facilities Management Professional Development Conference

3. Circle of Connections

4. “ Be true to your work, your word, and your friend.” —Henry David Thoreau

5. Mea Culpa!

6. Mistake #1 : I’m too busy to prospect

7. Mistake #2 : I’ll let the prospect take the lead

8. Mistake #3 : I’ll figure it out once I’m there

9. Mistake #4: I just love listening to myself

10. Mistake #5: When it comes to our company, you name it and I know it

11. Mistake #6 : I usually have good luck just wingin’ it

12. Mistake #7: If I wait, they’ll commit; no need to be pushy

13. Mistake #8: I wonder if I use weak speak

14. Mistake #9 : Being out of touch with the ideal customer experience

15. Mistake #10 : Building processes catered toward company’s vs. customers’ convenience

16. Mistake #11 : Precarious Persona

17. Mistake #12 : Inconsistent commitment towards customer service training

18. Mistake #13 : Condoning sloppy service performance in your company

19. Mistake #14: Fumbled follow-up

20. It’s your turn… How do you go from faux pas -> ah-ha