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Delivering Consistent National Brand Service At Multiple Locations - ICSA Presentation Sept 2010
26 Aug 2013•0 j'aime•372 vues
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Talk Given At ICSA National Conference in Atlanta 2010: The challenge of providing world-class levels of customer service through a service business located in multiple states, with diverse employees, in a variety of industries and markets.
10. Share What A Bad 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 The Customer
We Need To Ask The
15. When You Hear Strategic Relationships
What Comes To Mind?
Peers / Site Team?
End Users (our Clients’ Customers)?
Industry Associations & Contacts?
To exceed our 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 Clients Are Buying?
Professional Customer Service with repeatable, predictable and
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!
19. Customer Focus Of Our Brand
Centennial Objective: Driven to provide solutions
that allow our customers to look like heroes and
remove the conflict & stress out of construction
To be the trusted advisor of our clients.
20. National Brand Service Levels
Clear Brand Guidelines
Everyone Understands The Mission
The Right Customers
Survey Plus (+) One on Ones, Stop Bys, etc.
Refresh, Renew, Review
We have Strategic Relationships 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
28. When Things Go Wrong
Be Honest With Yourself – Look Around You, Respond!
29. Simple Things Matter
•How To 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
•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
32. Customer Service For Service 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
2006 2007 2008
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
So What Do You Think The Difference Represents Between The Top & The Bottom?
34. 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
Value for money
Office staff management
[From a correlation analysis of 748 surveys covering 4 years]
36. Listening To Your Customers’ 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 that Customers 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
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).
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.
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.