Delivering Consistent National Services at Multiple Locations

David Carrithers

September 2010

Why A Spirit Of Serving Customers Matters?

"UNITED BREAKS GUITARS"

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…

Silence is not golden.

The Struggle Between…

The Needs of the Local Teams and National Brand

The Business and the People

The Rules and the Relationships

Does Your Brand Say?

But Your Teams Are Delivering?

Customer RetentionWhy Businesses Lose Customers

Source: American Society For Quality

Service Profit ChainLinking Employees and Customers

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

What Is The Customer Buying?

We Need To Ask The Field Teams?

Case Example

Facilities Services & Customers?

? ?

Gaining Alignment

Answer the question:

What Is The Customer Buying?

When You Hear Strategic Relationships What Comes To Mind? Employees? Peers / Site Team? Subcontractors? Clients? End Users (our Clients’ Customers)? Internal Customers? External Customers? Industry Associations & Contacts?

16

Are They Buying?

Materials Handling? Concrete?

Project Management?

Cheap Construction?

A Buddy?

Estimating? NO

17

Relationship Words…

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…

What Our Clients Are Buying?

Professional Customer Service with repeatable, predictable and positive outcomes

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!

YES

13

Customer Focus Of Our BrandCentennial 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.

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

Start Thinking About Customer Satisfaction?

Searching For The Perfect…

Customer

Better Marketing Attracts Right Customers

?

?

?

23

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

24

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 ShareNew Employee

Orientation

26

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!

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 They Like/Want

• 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

How We RespondPositive, Passionate and Engaged!

Centennial Must Stand Out As A Different Kind-Of Construction Company

Customer Satisfaction Is Owned By All

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

Day Teams

33

0

0.5

1

1.5

2

2.5

3

3.5

4

CSS Average

2006 2007 2008

Highest 10

Lowest 10

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

Relationship Value GAP

So What Do You Think The Difference Represents Between The Top & The Bottom?

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 Communication Honoring commitments Value for money Office staff management

[From a correlation analysis of 748 surveys covering 4 years]

Key ThoughtThe Soft Stuff

Is

The Hard Stuff

It Starts With Communications!

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.

The Things that Customers WantSource: "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 impression

Oh The Nail..

Remember…

Silence is not golden.

Thank You!

David CarrithersMaritz, Inc.david-carrithers@earthlink.net707-484-3620