ICSA Presentation Sept 2010

Delivering Consistent National Services at Multiple Locations David Carrithers September 2010

Why A Spirit Of Serving Customers Matters ? ,[object Object],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

My Views Of Customer Service Supporting Over 60,000 Buildings

Another Name For This Conversation… ,[object Object]

The Struggle Between… The Needs of the Local Teams and National Brand The Business and the People The Rules and the Relationships

But Your Teams Are Delivering?

Customer Retention Why Businesses Lose Customers Source: American Society For Quality

Service Profit Chain Linking Employees and Customers

Share What A Bad Experience Can Mean? ,[object Object],[object Object],[object Object],[object Object],The Friendliest Store In Town

What Is The Customer Buying? We Need To Ask The Field Teams? Case Example

Facilities Services & Customers? ? ?

When You Hear Strategic Relationships What Comes To Mind? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Are They Buying? Materials Handling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating? NO

[object Object],[object Object],[object Object],[object Object],Our Clients Are Buying Our Mission The Client Wants A Relationship That Performs…

What Our Clients Are Buying? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],YES 13

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 projects. To be the trusted advisor of our clients.

Start Thinking About Customer Satisfaction? Searching For The Perfect… Customer

Better Marketing Attracts Right Customers ? ? ?

Relationships At Heart Of Value Statement 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 Define Us Our Competitive Advantage

Tools To Help CS 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

Continually Evolving Customer Focus Program Alignment System for Success Welcoming New Clients

How Do You Listen? A Crash Class In CS For Me

When Things Go Wrong http://www.hulu.com/watch/5528/kitchen-nightmares-theres-a-fly-in-myeverything Be Honest With Yourself – Look Around You, Respond!

Customer Satisfaction Is Owned By All

Customer Service For Service Teams ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Strategic Customer Relationships Drive Success 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. Relationship Value GAP So What Do You Think The Difference Represents Between The Top & The Bottom?

Found In Customer Satisfaction Data ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[From a correlation analysis of 748 surveys covering 4 years]

Key Thought The Soft Stuff Is The Hard Stuff It Starts With Communications!

Listening To Your Customers’ Suggestions ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Things that Customers Want Source: "Customer Retention in a Week", Jane Smith ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Thank You! ,[object Object],[object Object],[object Object],[object Object]

ICSA Presentation Sept 2010

ICSA Presentation Sept 2010

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ICSA Presentation Sept 2010