SuperiorMember Service

For those who are prepared…For those who are prepared…

…chaos brings opportunity

To be successful in the future, the rate of internal innovation must exceed the

rate of external innovation”

II > EI

The Key To Success in the New Normal…

•Nimbleosity•Nim-bo-licous

The Pattern of Business Success

(T + C + ECF) x DE = BE

2

The level of highly satisfied and engaged EMPLOYEES in your

business.

The number one factor in increasing the level of highly satisfied and engaged

MEMBERS in your business is…

Positive Culture

Fun

Family

Friends

Fair

FreedomPride

Praise

Meaning

Results

5

The key elements of a winning culture

2

Fundamental Customer Expectations

• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)

• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)

• Empathy: The degree of caring and individual attention provided to customers. (Concern)

• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)

• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)

3

The Five Levels of Customer Service

I don’t really care

Why try harder

Good enough is good enough

That’s nice

Holy cow – you guys are awesome!!!!!

3

1,300,000 interviews: Basic 4 + 1

Goal Setting

TrustAccountability

Communications

RECOGNITION

Wow No Surprises Cheer 4

• D• M• C• C• M• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

4

7 Keys to TRUST• Tell the truth• Be transparent• Extend trust & respect• Be vulnerable• NO games• Keep your promises• Communicate clearly

SBA

4

SBA

VOC48 – 74%

NITB - 8

Moments Of Truth

Workshop pages 6 & 7