Building Relationships of Trust Yield Big Returns At Little or No Cost Why Its Important to Know Who Your Customers Are Mark Chamberlain and Verda Gibbs.

Building Relationships of TrustBuilding Relationships of TrustYield Big ReturnsYield Big Returns

AtAt Little Little or or No Cost No Cost Why Its Important to Know Who Your Why Its Important to Know Who Your

Customers AreCustomers Are

Mark Chamberlain and Verda GibbsMark Chamberlain and Verda Gibbs

EducationEducation Has Changed…Has Changed…

South Fork School-Barren Co., KY 1909

McGavock High School-McGavock High School-Nashville, TN Nearly 500,000 Sq. Nashville, TN Nearly 500,000 Sq.

Ft. on 30 AcresFt. on 30 Acres

Recent SurveyRecent Survey

Word of Mouth is one of the top methods to Word of Mouth is one of the top methods to check out schools. check out schools. •One bad experience=10 people who tell 10 One bad experience=10 people who tell 10

more! more! • Leakey building, faulty heating and cooling , late textbooks, Leakey building, faulty heating and cooling , late textbooks,

exhausted paper supply, overlooked bills, etc……exhausted paper supply, overlooked bills, etc……

How Did We Do That?How Did We Do That?

Without the TreeWithout the Tree

•Nearly budget neutralNearly budget neutral

•Consolidation of staffConsolidation of staff

•Unified service commitmentUnified service commitment

Old Old Fashioned Fashioned SwitchboarSwitchboar

dd

If You Can’t Measure It, If You Can’t Measure It, Then You Can’t Manage It!Then You Can’t Manage It!

Knowledge Base Tools

Multifunctional Lobby SpaceMultifunctional Lobby Space

Reception Staff

Public Entrance

 ” ”For Metro Nashville Public Schools to For Metro Nashville Public Schools to become the first choice for families, we become the first choice for families, we need to make every family and need to make every family and community stakeholder feel welcome in community stakeholder feel welcome in our schools. That begins with offering our schools. That begins with offering outstanding customer service, including a outstanding customer service, including a warm greeting, listening and treating warm greeting, listening and treating customers with respect—and we need to customers with respect—and we need to provide each other with the same provide each other with the same outstanding service.”outstanding service.”

Dr. Jesse RegisterDr. Jesse Register

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1,000,000 Customers Served!

We Saw an Opportunity to We Saw an Opportunity to Build Relationships of Trust Build Relationships of Trust

Ensure students, parents and Ensure students, parents and community stakeholders and community stakeholders and businesses businesses ((CustomersCustomers)) feel feel they are partners in the they are partners in the educational process.educational process.

Customer Care TrainingCustomer Care Training

•Customer Service Center was Customer Service Center was not enough—we need not enough—we need everyone.everyone.

•All 10,000 employees! All 10,000 employees! You can’t serve customers until they You can’t serve customers until they

know you know you care!care!

Customers, External and Customers, External and Internal Want to KnowInternal Want to Know

•Staff care!Staff care!

•Staff listen!Staff listen!

•Staff are respectful!Staff are respectful!•Staff take ownership! Staff take ownership! Tale of the disconnected lights.Tale of the disconnected lights.

•Staff follow up in a timely manner!Staff follow up in a timely manner!

•Staff apologize!Staff apologize!

An ExerciseAn ExerciseWhom Do You Serve?Whom Do You Serve?

WHO SERVES YOU? WHO SERVES YOU?

Who Are Our Customers?Who Are Our Customers?A Look At The Exercise A Look At The Exercise

• 11stst… 2 definitions: External. … 2 definitions: External. Internal.Internal.

• Questions to askQuestions to ask– Am I a good customerAm I a good customer– Are my customers pleased?Are my customers pleased?– How do I know for sure?How do I know for sure?– Who is the final customer?Who is the final customer?– Do I know how I impact him or her?Do I know how I impact him or her?

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4 Cornerstones of 4 Cornerstones of Customer Care and ServiceCustomer Care and Service

•ResponsivenessResponsiveness

•EnvironmentEnvironment

•Courtesy & RespectCourtesy & Respect•CommunicationCommunication

(This is applicable to everyone but (This is applicable to everyone but not in the same ways.)not in the same ways.)

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The 4 Personality Types The 4 Personality Types (in a nutshell)(in a nutshell)

• Driver Driver (10%)(10%)(Dominant/Lion/Red)(Dominant/Lion/Red)

+ Takes Charge+ Takes Charge+ Likes Power+ Likes Power+ Bold/Action Oriented+ Bold/Action Oriented+ Decisive+ Decisive- Can hurt others- Can hurt others- Overlooks details- Overlooks details- May be Impulsive/rash- May be Impulsive/rash

• Analytical Analytical (25%)(25%)(Compliant/Beaver/Yellow)(Compliant/Beaver/Yellow)+ Loves detail+ Loves detail+ Very Logical+ Very Logical+ Cautious+ Cautious+ Factual+ Factual- Can seem rigid- Can seem rigid- Resistant to change- Resistant to change- May be too serious- May be too serious

• Amiable Amiable (40%)(40%)(Stable/Golden (Stable/Golden Retriever/Green)Retriever/Green)+ Steady & Calm+ Steady & Calm+ Loyal+ Loyal+ Understanding/Feeling+ Understanding/Feeling+ People persons+ People persons- Can be slow to act- Can be slow to act- Easily emotional- Easily emotional- May seem unenthusiastic- May seem unenthusiastic

• Expressive Expressive (25%)(25%)(Influencing/Otter/Blue)(Influencing/Otter/Blue)+ Good talkers+ Good talkers+ Outgoing+ Outgoing+ Entertains others+ Entertains others

• - Can be impulsive- Can be impulsive- Won’t be quiet- Won’t be quiet- May loose sight of task- May loose sight of task

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What do upset customers want?What do upset customers want?• To be taken seriouslyTo be taken seriously• To be treated with To be treated with

respectrespect• ActionAction• Compensated or gain Compensated or gain

restitutionrestitution• ResolutionResolution• Someone will be Someone will be

reprimandedreprimanded• Do what you said you Do what you said you

would dowould do• Listened to/heardListened to/heard

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Just Words?Just Words?

•““It’s the (insert your department It’s the (insert your department here) fault.” here) fault.”

•(what did we learn about (what did we learn about agents/agency)agents/agency)

•““Fighting words”Fighting words”

•Handling expectations/time framesHandling expectations/time frames

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Telephone EtiquetteTelephone Etiquette

• GreetingGreeting

• Value AddedValue Added

• Active listeningActive listening

• Resolve at first callResolve at first call

• Attitude/Body LanguageAttitude/Body Language

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Email EtiquetteEmail Etiquette

• RegularlyRegularly

• RespondRespond

• FW/Public RecordFW/Public Record

• Reply to all/ReplyReply to all/Reply

• Bcc, ccBcc, cc

• DocumentationDocumentation

• Your signature lineYour signature line

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So Far We Have TrainedSo Far We Have Trained

• 2,500 of our 10,000 employees2,500 of our 10,000 employees– Whole departments Whole departments (All MNPS Business (All MNPS Business

Employees)Employees)– Whole Schools Whole Schools – District LeadersDistrict Leaders– Volunteer and Referral BasedVolunteer and Referral Based

What Is In It For The What Is In It For The District?District?

•Speak positively about your Speak positively about your school/districtschool/district

• Increased parental and Increased parental and community involvementcommunity involvement

•Fewer complaints and lawsuitsFewer complaints and lawsuits•More time to focus on leading More time to focus on leading

and learningand learning

Good To GreatGood To Great

Top leaders, to middle Top leaders, to middle managers and to front line managers and to front line workers must develop workers must develop relationships of trust with their relationships of trust with their customers. Otherwise they are customers. Otherwise they are doomed to fail or remain doomed to fail or remain mediocremediocre..

Keep the Discussion GoingKeep the Discussion Going

• [email protected]@mnps.org

• [email protected]@mnps.org