Mistake-Proof Customer Service Marquette Brown Mentor-Facilitator August 13, 2009.

Mistake-Proof Mistake-Proof Customer ServiceCustomer Service

Marquette BrownMarquette Brown

Mentor-FacilitatorMentor-Facilitator

August 13, 2009August 13, 2009


Effective changeEffective change Starts from the inside outStarts from the inside out Next stepNext step Continuous improvementContinuous improvement Essential customer service keysEssential customer service keys

Simple , common sense knowledge, we have all Simple , common sense knowledge, we have all heard in some form. Now we need to apply it to heard in some form. Now we need to apply it to our lives.our lives.


Effective changeEffective change

For a company to significantly change its For a company to significantly change its performance pattern, instead of merely performance pattern, instead of merely incrementally and gradually altering it, a incrementally and gradually altering it, a radical change of behavior is warranted radical change of behavior is warranted

““All breakthroughs are breaks with All breakthroughs are breaks with

old ways of thinking.” Coveyold ways of thinking.” Covey


Goal: Highest level of Goal: Highest level of service to each individual service to each individual customercustomer

Persistent pursuit of Persistent pursuit of innovationinnovation

Push the limit of existing Push the limit of existing technology and resources: technology and resources: Blackberries (latest comm.)Blackberries (latest comm.)

Toughbooks (latest tech)Toughbooks (latest tech)

KEY: Purpose to redefine KEY: Purpose to redefine how individuals, businesses how individuals, businesses and customers view your and customers view your industryindustry

Replace the “old patterns” Replace the “old patterns” with “new patterns” - with “new patterns” - PHIndustriesPHIndustries1. Changed menu 1. Changed menu selections/food choicesselections/food choices2. Changed the mode of 2. Changed the mode of delivery and preparationdelivery and preparation3. Retrained staff: chefs, 3. Retrained staff: chefs, cooks, FS staffcooks, FS staff4. Used all available 4. Used all available technological tools: new technological tools: new phone systems, phone systems, computers/laptops, comm. computers/laptops, comm. toolstools5. Patterned all systems like a 5. Patterned all systems like a 5-Star restaurant5-Star restaurant

Learn from challenges: Don’t Learn from challenges: Don’t take anything personallytake anything personally


DON’T TAKE ANYTHING PERSONALLY.DON’T TAKE ANYTHING PERSONALLY.

Nothing others do is because of you. What others say and do Nothing others do is because of you. What others say and do is a perception of their own reality, their own dream. When is a perception of their own reality, their own dream. When you are immune to the opinions and actions of others, you you are immune to the opinions and actions of others, you won’t be the victim of needless suffering.won’t be the victim of needless suffering.

Six months to liveSix months to live Had offended my staffHad offended my staff

Fatal heart conditionFatal heart condition Modeled the behavior Modeled the behavior neededneeded

Needed to tell someone offNeeded to tell someone off Became his sounding Became his sounding boardboard


Starts from the inside outStarts from the inside out Begins with me!Begins with me!

Where have I been!Where have I been!1. Personally, professionally, spiritually, intellectually1. Personally, professionally, spiritually, intellectually2. How can I take my life up a notch2. How can I take my life up a notch3. Have I developed “old patterns” that are non-productive and/or even 3. Have I developed “old patterns” that are non-productive and/or even destructivedestructive

Where do I want to go!Where do I want to go!1. Personal goals: Lose 25 lbs; read a book/month; eat more fruits and 1. Personal goals: Lose 25 lbs; read a book/month; eat more fruits and veggiesveggies2. Professional goals: Upgrade CE training; life long learning; strategic 2. Professional goals: Upgrade CE training; life long learning; strategic thinking/learn chessthinking/learn chess3. Team Goals: All have HS diploma/GED3. Team Goals: All have HS diploma/GED4. Division goals: Boosting customer satisfaction scores; target increase of 4. Division goals: Boosting customer satisfaction scores; target increase of 10% annually10% annually5. Organization goals: Your division spearhead company-wide fitness 5. Organization goals: Your division spearhead company-wide fitness campaigncampaign


What’s required?What’s required?

DisciplineDiscipline

DirectionDirection

Goals: personal, professional, spiritual, intellectualGoals: personal, professional, spiritual, intellectual

A “do it now/start it today” attitudeA “do it now/start it today” attitude

Cannot lead my team where I have never beenCannot lead my team where I have never been

Go through this process for yourself, your team, your department, your Go through this process for yourself, your team, your department, your division, your organizationdivision, your organization

ACTIVITY IACTIVITY I


Three Professional Three Professional GoalsGoals

1.1.

2.2.

3. 3.

One next step for One next step for eacheach

1.1.

2.2.

3.3.

Mistake-Proof Mistake-Proof Customer ServiceCustomer Service Next stepNext step

Your best asset: the human resource (you and Your best asset: the human resource (you and your staff)your staff)

adaptable, flexible, teachable, creative, intuitive, clever, adaptable, flexible, teachable, creative, intuitive, clever, bright, talented, cheerful, cooperative, hard-working, bright, talented, cheerful, cooperative, hard-working, helpful, intelligent, loyal, sensible, willing helpful, intelligent, loyal, sensible, willing

How to properly nurture that best assetHow to properly nurture that best assetLEADERSLEADERS

STAFFSTAFF

FOCUSED CULTURE THAT EXECUTESFOCUSED CULTURE THAT EXECUTES


LEADERSLEADERS1. Great leaders inspire trust: essential to ID what 1. Great leaders inspire trust: essential to ID what hinders trust among your team (old issues, old hinders trust among your team (old issues, old methods, bruised relationships, fears of job loss)methods, bruised relationships, fears of job loss)

2. Provide the vision of where the team will go: 2. Provide the vision of where the team will go: write it and make it plainwrite it and make it plain

3. Provide the strategy or systems for getting 3. Provide the strategy or systems for getting therethere

4. Are good listeners and good communicators: 4. Are good listeners and good communicators: PHIndustryPHIndustry


STAFFSTAFF1. Effective individuals who are trustworthy (may have to 1. Effective individuals who are trustworthy (may have to

foster/develop in seasoned employees)foster/develop in seasoned employees)

2. Focused and disciplined: these traits need to be a crucial factor 2. Focused and disciplined: these traits need to be a crucial factor when: screening, interviewing, in training and developmentwhen: screening, interviewing, in training and development

3. Proactive in attitudes and actions: leaders have to 3. Proactive in attitudes and actions: leaders have to support/empower the development of these attributes support/empower the development of these attributes

(If the culture has been an atmosphere of fear, then proactivity (If the culture has been an atmosphere of fear, then proactivity will have to be developed in some)will have to be developed in some)

4. Determined to work well with others (a mindset): make this 4. Determined to work well with others (a mindset): make this expectation known and they will rise to itexpectation known and they will rise to it

5. Are good listeners and good communicators: great leaders 5. Are good listeners and good communicators: great leaders should support the development in those who are notshould support the development in those who are not


BE IMPECCABLE WITH YOUR WORDBE IMPECCABLE WITH YOUR WORD..Speak with integrity. Say only what you mean. Speak with integrity. Say only what you mean. Avoid using the word to speak against yourself or Avoid using the word to speak against yourself or to gossip about others. Use the power of your to gossip about others. Use the power of your word in the direction of truth and love.word in the direction of truth and love.


FOCUSED CULTURE THAT EXECUTESFOCUSED CULTURE THAT EXECUTES1. Clarity of goals1. Clarity of goals2. Commitment to those goals: sell/marketing those goals2. Commitment to those goals: sell/marketing those goals3. Work to translate those goals into action, i.e., what does an 3. Work to translate those goals into action, i.e., what does an “effective meal delivery system” look like“effective meal delivery system” look like4. Support of staff performance by removing barriers to 4. Support of staff performance by removing barriers to executionexecution5. Atmosphere of trust: collaboration, communication, shared 5. Atmosphere of trust: collaboration, communication, shared processprocess6. Accountability systems in place to measure how well your 6. Accountability systems in place to measure how well your team is achieving results: customer surveys, feedback, input team is achieving results: customer surveys, feedback, input (quick and easy)(quick and easy)

ACTIVTY IIACTIVTY II


Continuous improvementContinuous improvement YouYou

1. Set new milestones once old ones are reached1. Set new milestones once old ones are reached

2. Revisit those processes, systems, activities that have 2. Revisit those processes, systems, activities that have not added to your lifenot added to your life3. Change what needs to be altered3. Change what needs to be altered

Your TeamYour Team

1. Get the team involved in how to make the process 1. Get the team involved in how to make the process better: better: 2. Team members closest to the action often will see 2. Team members closest to the action often will see many processes and systems that can work better and many processes and systems that can work better and more effectively: listen to them; more effectively: listen to them; 3. MBC QUIP – Quality Improvement Program3. MBC QUIP – Quality Improvement Program


Essential customer service keysEssential customer service keys Never settle for the bestNever settle for the best

1. Should never be the end point1. Should never be the end point

2. Always the starting point2. Always the starting point

3. Deliver more than expected3. Deliver more than expected

4. ID points of friction; quickly smooth them out; kinks in 4. ID points of friction; quickly smooth them out; kinks in the process; log jamsthe process; log jams

5. Anticipate needs not yet articulated by the customer 5. Anticipate needs not yet articulated by the customer and then meet them with products and services that set and then meet them with products and services that set new standardsnew standards

6.6. Be constantly dissatisfied with the way things areBe constantly dissatisfied with the way things are


What the mistake-proof customer service What the mistake-proof customer service group understandsgroup understands1. Exactly what the customer wants/means and give 1. Exactly what the customer wants/means and give back exactly what they wantback exactly what they want2. When you go the drive-in window what are you 2. When you go the drive-in window what are you expectations?expectations?

Where is the team’s/group’s focus?Where is the team’s/group’s focus?1. Providing the best customer experience possible from 1. Providing the best customer experience possible from beginning to endbeginning to end

2. Customer 12. Customer 1stst: Google - client-centered care model: Google - client-centered care model 3. Resist the urge/temptation to make small sacrifices to 3. Resist the urge/temptation to make small sacrifices to increase shareholders value: little foxes spoil the vineincrease shareholders value: little foxes spoil the vine4. Refuse to make any change that does not offer a 4. Refuse to make any change that does not offer a benefit to the customerbenefit to the customer


It’s best to do one thing really well!It’s best to do one thing really well!

1. Decide what that one thing is: nutrition and food service1. Decide what that one thing is: nutrition and food service2. What problem do you solve exclusively well?2. What problem do you solve exclusively well?

AGAIN: AGAIN: constant dissatisfaction = world’s best and brightest innovationsconstant dissatisfaction = world’s best and brightest innovations

Thomas Edison – 2,000 experimentsThomas Edison – 2,000 experiments Then act and make it betterThen act and make it better Solving the complex issuesSolving the complex issues

1. Your industry’s food, its delivery, prep, staff: changing an age-old 1. Your industry’s food, its delivery, prep, staff: changing an age-old perceptionperception2. Looking at one issue: How we get the best possible staff for the job? 2. Looking at one issue: How we get the best possible staff for the job? RST (glorified waiters/waitresses) noble concept, but …RST (glorified waiters/waitresses) noble concept, but …

Fast/slow & quality/quantityFast/slow & quality/quantity1. Which parts of your operation need to proceed rapidly and which slow 1. Which parts of your operation need to proceed rapidly and which slow and deliberateand deliberate2. What parts of the operation should focus on quality and which on 2. What parts of the operation should focus on quality and which on quantityquantity


Look at what organizations have been "voted" the best sources of Look at what organizations have been "voted" the best sources of stellar customer service by those most interested in the service stellar customer service by those most interested in the service they offer.they offer. 1. Ritz Carlton (Batman party), Safeway Stores (Wellness/Nutrition), Google (no long 1. Ritz Carlton (Batman party), Safeway Stores (Wellness/Nutrition), Google (no long drawn out meetings)drawn out meetings)

Get up from the desk; mobility is requiredGet up from the desk; mobility is required1. Steve Burd (President and CEO of Safeway Inc., ) goes to his employee’s offices 1. Steve Burd (President and CEO of Safeway Inc., ) goes to his employee’s offices for meetings… “sedimentary habits have created health issues”; Safeway borrowed for meetings… “sedimentary habits have created health issues”; Safeway borrowed the well-tested automobile insurance model, recognizing the role of personal the well-tested automobile insurance model, recognizing the role of personal responsibility. responsibility. 2. RS Supv. Went to every floor, every day X2/shift2. RS Supv. Went to every floor, every day X2/shift

You can make money without doing evil. You can make money without doing evil. 1. Avoid any activity/action that is perceived as a breach of trust1. Avoid any activity/action that is perceived as a breach of trust2. Bernie Madoff – Learn in the classroom what he learned on the2. Bernie Madoff – Learn in the classroom what he learned on the field tripfield trip

What are folks saying…What are folks saying…1. Most effective marketing tool: word of mouth from one satisfied customer to 1. Most effective marketing tool: word of mouth from one satisfied customer to anotheranother2. Think of cost of TV ads, billboards, online marketing, etc. compared to google it2. Think of cost of TV ads, billboards, online marketing, etc. compared to google it


Team achievementsTeam achievements 1. Emphasize team achievements and reward them well1. Emphasize team achievements and reward them well

2. Determine what the teams members deems as appropriate 2. Determine what the teams members deems as appropriate rewardsrewards

Starbucks card or Maggiano’s lunchStarbucks card or Maggiano’s lunch

Individual accomplishmentsIndividual accomplishments 1. Take pride in, acknowledge and reward individual 1. Take pride in, acknowledge and reward individual

accomplishments that contribute to the team’s overall successaccomplishments that contribute to the team’s overall success

2. ID that best performer and have him/her be the training model - 2. ID that best performer and have him/her be the training model - PHIndustriesPHIndustries

3. Upgrade/promote/assign as system trainer for consistency in 3. Upgrade/promote/assign as system trainer for consistency in procedures, methods and deliveryprocedures, methods and delivery

4. The expense will be worth it4. The expense will be worth it


A highly communicative environment A highly communicative environment Communicate, communicate, communicate, communicate… Communicate, communicate, communicate, communicate…

fosters productivity and camaraderie fueled by the realization that fosters productivity and camaraderie fueled by the realization that

thousands will rely on your team for MPCSthousands will rely on your team for MPCS

The proper tools so your team can make a The proper tools so your team can make a difference difference

1. Never allow your team members to be lacking in staffing, 1. Never allow your team members to be lacking in staffing, resources, materials, needed technology, trainingresources, materials, needed technology, training

2. Remember you want to invest in that most important asset: you 2. Remember you want to invest in that most important asset: you and your staffand your staff

3. Ideas should be traded, tested and put into practice with an 3. Ideas should be traded, tested and put into practice with an alacrity that is dizzying: blow out the candle and use the light bulb alacrity that is dizzying: blow out the candle and use the light bulb todaytoday

4. When you give the proper tools to people who like to make a 4. When you give the proper tools to people who like to make a difference, then they willdifference, then they will


There is always a better idea or a better There is always a better idea or a better way to do anything: LISTEN/Tap into way to do anything: LISTEN/Tap into your team.your team.

Great just isn't good enough/best is the Great just isn't good enough/best is the beginning. beginning.

Always deliver more than expected. Always deliver more than expected.


From From ““THE FOUR AGREEMENTS”THE FOUR AGREEMENTS” by Don Miguel Ruizby Don Miguel Ruiz

BE IMPECCABLE WITH YOUR WORD.BE IMPECCABLE WITH YOUR WORD.Speak with integrity. Say only what you mean. Avoid using the Speak with integrity. Say only what you mean. Avoid using the

word to speak word to speak against yourself or to gossip about others. Use the against yourself or to gossip about others. Use the power of your word in the power of your word in the direction of truth and love.direction of truth and love.

DON’T TAKE ANYTHING PERSONALLY.DON’T TAKE ANYTHING PERSONALLY.Nothing others do is because of you. What others say and do is a Nothing others do is because of you. What others say and do is a

perception of perception of their own reality, their own dream. When you are their own reality, their own dream. When you are immune to the opinions immune to the opinions and actions of others, you won’t be the victim and actions of others, you won’t be the victim of needless suffering.of needless suffering.

DON’T MAKE ASSUMPTIONS.DON’T MAKE ASSUMPTIONS.Find the courage to ask questions and to express what you really Find the courage to ask questions and to express what you really

want. want. Communicate with others as clearly as you can to avoid Communicate with others as clearly as you can to avoid misunderstandings, misunderstandings, sadness and drama. With just this one sadness and drama. With just this one agreement, you can completely agreement, you can completely transform your life.transform your life.

ALWAYS DO YOUR BEST.ALWAYS DO YOUR BEST.Your best is going to change from moment to moment; it will be Your best is going to change from moment to moment; it will be

different different when you are healthy as opposed to sick. Under any when you are healthy as opposed to sick. Under any circumstance, simply do circumstance, simply do your best, and you will avoid self-judgment, your best, and you will avoid self-judgment, self-abuse and regret.self-abuse and regret.

THANKS FOR HAVING ME!THANKS FOR HAVING ME!

Mistake-Proof Customer Service Marquette Brown Mentor-Facilitator August 13, 2009.

Documents

individual customer

highest level of service

radical change of behavior

covey slide

division goals

professional goals

old patterns

organization goals