On October 23rd, 2014, we updated our
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Tale Of Two Facilities The Impact Of Facilities On Perceived Customer Service & Value
Sharing One View
The Struggle Between… The Needs of the Facility and the Customer The Business and the People The Rules and the Relationships
Customer Retention Why Businesses Lose Customers Source: American Society For Quality
Service Profit Chain Linking 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
When You Hear Strategic Relationships What Comes To Mind?
Peers / Site Team?
End Users (our Clients’ Customers)?
Industry Associations & Contacts?
What Is The Customer Buying? Need To Ask Yourself?
Are They Buying? Materials Handling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating? NO
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!
Customer Focus Of Our Brand Centennial 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.
Start Thinking About Customer Satisfaction? Searching For The Perfect… Customer
Better Marketing Attracts Right Customers ? ? ?
Relationships At Heart Of Value Statement 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 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 Share New Employee Orientation
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!
Customer Satisfaction Is Owned By All
Customer Service For Centennial
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
Strategic Customer Relationships Drive Success 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. 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
Value for money
Office staff management
[From a correlation analysis of 748 surveys covering 4 years]
Key Thought The 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.
Customer Service is not a technique, it is a mindset .
A Feeling of Being Valued
Five Dimensions to Quality Customer Care (defined by customers)
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
The Things that Customers Want Source: "Customer Retention in a Week", Jane Smith