1. By Franklin Workman

2. Me in 30 Seconds-ish
 Myself
 My Family
 Aren’t they cute?!
 My Philosophy as a TL
C-T-O
 Come to Work
 Treat Customers Well
 Offer Products and Services

3. What do we VALUE?

4. What do we VALUE?
 Those images speak to us and we instantly relate!
 We are the product of the people, the places, and the
things we love
 All those images speak to us differently
 Go back to the basics.
 Smells Good!
 Tastes Good!
 Feels Good!
 Dang, it looks Good!!
 Sounds great, doesn’t it!

5. Where can Discovering VALUE take us? (WIIFM)
 Increased Learning – the 4 ‘P’s of learning
 Product
 Process/Procedure
 Policy
 PEOPLE
 A bigger slice of the PIE
 Performance improves
 Image is enhanced
 Exposure to new opportunities increases substantially
 Hello?! Bigger Pay! Incentives! Promotion!
Recognition!
 Satisfaction in well-earned, honest Success

6. Why the ‘A’ Game?
 Remember our reflections on value?
 Now think of it from the customer’s perspective…
 We are ACE; this is what we do
 Advance the Customer Experience
 We are tomorrow’s supervisors
 What we do really matters!
 This is the foundation of incredibly effective
communication
 We believe in being genuine
 Our Employees (yes, that means you!) Are what it’s All
About!!!!

7. A1: Attendance is Key
 Think of how it would look if your customer could
actually see you
 It’s like Hitch says, “Body language accounts for 60% of
what you’re trying to say, your tone is the other 30%!”
 Leave what should be at home at home!
 Be here!
 If you’re scheduled to do something, just do it!
 Be productive
 Better yet, be proactive!

8. A2: Actively Listening
 The first interaction you have with your customer is crucial;
think of Transformers
 Use their name
 Pay Attention!
 Try to mimic their behavior/understand the urgency
 Your first 30 seconds is about all you get to make a lasting
impression. Make it Count, Aim for the Heart
 REAL Empathy is a Must!!
 Relate
 Emotionally Engage
 Act
 Lead On!
 It’s like good ole Teddy Roosevelt once said: “No one cares how much you
KNOW until they KNOW how much you care.”
 LISTEN to what they are saying!!! Do Not Pull a Jonas Miller!!
 Choose to Act rather than be acted upon!

9. A3: Active Response
 Take a lesson from Mike…
 Get to the point
 Follow the rules
 Flattery seldom works
 Solve the problem, especially if your resources instruct you
on how to do it efficiently and successfully
 Look for the opportunities, scour the account and Get a
Value Statement in there!
 “While I’m taking care of your concern, I’m also going to look
through your account to ensure you’re getting the best value
with us”
 “hey, because of your loyalty, we can get you….”
 Get rid of the “Me”, “I” and “You” in your dialogue; it’s way
too one-sided!
 Start using more “we”, “lets”, “our” and “us”

10. A4: Ask for Help
 Ask Discovery Questions (WINs)
 Use your Resources
 Agent Answer Center
 Quick Connect
 Ask one of us
 Don’t be a Maverick!!
 Trust your gut instinct to ask
 LISTEN!!!

11. Discover Your “A” Game!!!
A1: ATTENDANCE IS KEY
Think of how it would look if your customer could actually see you
- It’s like Hitch says, “Body language accounts for 60% of
what you’re trying to say, your tone is the other 30%!”
Leave what should be at home at home!
Be Productive and Proactive!!
A2: ACTIVELY LISTEN
• The opening of the call is crucial: think of Transformers
Your first 30 seconds is about all you get to make a lasting
impression. Make it Count, Aim for the Heart
• Try to mimic their behavior/understand the urgency
• Use their name and Pay Attention!
• REAL Empathy
- “I Know EXACTLY how you Feel!”
- “No one CARES how much you know
until they KNOW how much you care”
• Choose to Act rather than be acted upon!
• Listen Up! Don’t pull a Jonas!!!
A3: ACTIVE RESPONSE
• Solve the problem, especially if your resources instruct
you on how to do it efficiently and successfully
• Look for the opportunities, scour the account
• Get a Value Statement in there! “While I’m taking care
of your concern, I’m also going to look through your
account to ensure you’re getting the best value with us”
• Get rid of the “Me”, “I” and “You” in your dialogue; it’s
way too one-sided!
• Start using more “we”, “lets”, “our” and “us”
A4: ASK FOR HELP
Ask Discovery Questions (WINs)
Use your Resources
• Agent Answer Center
• Quick Connect
• Ask one of us
• Don’t be a Maverick!!
Listen!!!