X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan...

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X-TREME CUSTOMER SERVICE = X-TREME PROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW.HARVESTLANDSCAPECONSULTING.COM [email protected] 203.858.4696

Transcript of X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan...

Page 1: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

X-TREME CUSTOMER SERVICE

=X-TREME PROFITS

Ed Laflamme, LICThe Harvest Group

284 New Canaan RoadWilton, CT 06897

WWW.HARVESTLANDSCAPECONSULTING.COMED@HARVESTLANDSCAPECONSULTING.COM

203.858.4696

Page 3: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

“The cost of acquiring a new customer is 5 times that of retaining an existing one”

-INC Magazine

More

The Why

Page 4: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.
Page 5: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Customer

People

Culture

Customer

Culture

Page 6: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

How do you measure up?

Page 7: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Indicators #s Grade

Referrals

Surveys

Extra Work %

Renewals / $

Multi-Year renewals w/$

Customer Satisfaction Scorecard

Your Customers

Page 8: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Top 5 Qualities of your Fantasy Customer:

1.

2.

3.

4.

5.

Your Customers

Page 9: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Your Customers

Classify your customer relationship

1. New

2. Vendors

3. Trusted Advisors

4. Partners

5. Jobs in Jeopardy

Re-evaluate at least every 6 months

Page 10: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

•All customers are not equal

•80/20 Principle

Your Customers

Page 11: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Your People

Customer

People

Culture

Page 12: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Your People

Page 13: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Hire Right

Your People

Qualities

natural leaders

flexible

strongcommunication

skills

hardworking

Goaloriented

selfmotivated

ambitious

Page 14: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Zappos Family Core Values:

1. Deliver WOW Through Service

2. Embrace & Drive Change

3. Create Fun & A Little Weirdness

4. Be Adventurous, Creative & Open-Minded

5. Pursue Growth & Learning

Your People

Page 15: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

6. Build Open & Honest Relationships With

Communication

7. Build a Positive Team & Family Spirit

8. Do More with Less

9. Be Passionate & Determined

10. Be Humble

Zappos Family Core Values:

Page 17: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Attitude is Everything

Your People

Page 18: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Customer

People

Culture

Page 19: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

• What is a customer service culture?“Companies create a culture that supports

excellence in customer service. It's not that they simply train their employees in customer service skills. What they do is ensure that customer service is interwoven into everything the company does”

Customer service excellence simply becomes the way things are done around here.

Page 20: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Creating an Xtreme Service Culture

•Know your Customer

•Deliver Consistent & Superior work

•Creates Trust

•Anticipate Needs

•Sense of Belonging

The How

Page 21: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Build Relationships NOT Transactions

Trader Joe’s Advice to Entrepreneurs

It's passive just to "know your customer." You must choose your customer, and then target your business toward them.

Ed’s Advice – “now that you have the right customers get to know them even better”

The How

Page 23: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

– Deliver Superior Work

– Be on time

– Competence

• Training

• Professional Development

The How

Page 24: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Communication

• E-newsletter

• Calls

Communication

• Face-to-face

• Phone etiquette

JobStart-up

During job

Post- job

Pre-job

The How

Page 25: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

phone

# of ringsTurn

aroundattitude attention May I?

The How

Communication

Page 26: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Emailetiquette

grammaticallycorrect

attitude manners

The How

Communication

Page 27: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Faceto

Face

eyecontact

LISTEN manners

The How

Communication

Page 28: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Great Culture Breeds Trust

It’s All About Trust

Page 29: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

It’s All About Trust

– Deliver what you promise

– Competence

– Consistency

Example: Fedex/UPS

Competence

Consistency

Trust

Page 30: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

It’s All About Trust

– Actions:

• Follow up after job is done

• Training

• Set and manage expectations

• Job startup meeting

• Customer Evaluation

Page 32: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Sense of belonging

– Apple Story

– Customer of the month

– Hallmark Signature

What is your hallmark? If you don’t have one,

create one now!

Page 33: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Loyalty programs

Customer Appreciation

Page 34: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Promoting X-treme Customer Service

•Internal Discussion Groups•Job Descriptions, performance reviews: CS•Processes and Training•Empower people meet the needs of each customer & to s•Wall of Fame•Reinforce importance of XCS 24/7

Your People

Page 35: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Empower Your People

• To fully meet or exceed customer expectations

• To solve issues

– Example: Ritz Carlton

• What is your policy?

• Action: If you don’t have one – create one today!

Page 36: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Stay in touch

Ask Ask Ask

Thank Thank Thank

Page 37: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Moments of Truth

Your Culture

Page 38: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Sorry Seems to be the Hardest Word:

1. Recognize the problem

2. Acknowledge it

3. Apologize

4. Own it

5. Fix it

6. “Hug” the customer

jack mitchell

Your Culture

Page 39: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Barriers to Xtreme Customer Service?

Page 40: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Your People:

Internal Discussion Groups

Job Descriptions, performance reviews: CS

XCS Training

Wall of Fame

Reinforce importance of XCS 24/7

Publish your XCS policy on everything

Create an employee empowerment policy

Rewards based CS incentives

3 in 3

Your Customers:Profile your customersJob Startup MeetingLost Job AnalysisNeeds Assessment

Customer Satisfaction Survey

What is your hallmark? If you don’t have one, create one now!

CRM

80/20

Comment cards

Customer Care Managers

Page 41: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.
Page 42: X- TREME C USTOMER S ERVICE = X- TREME P ROFITS Ed Laflamme, LIC The Harvest Group 284 New Canaan Road Wilton, CT 06897 WWW. HARVESTLANDSCAPECONSULTING.

Ed Laflamme, LICThe Harvest Group

284 New Canaan RoadWilton, CT 06897

WWW.HARVESTLANDSCAPECONSULTING.COM

[email protected]

203.858.4696