Customer Relations Dale Klein
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Customer Relations Dale Klein

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Customer Relations Dale Klein Customer Relations Dale Klein Presentation Transcript

  • Creating & Sustaining Lasting Customer Relations School Facilities Management Professional Development Conference
    • Am I in the right place?
  • Circle of Connections
  • “ Be true to your work, your word, and your friend.” —Henry David Thoreau
  • Mea Culpa!
  • Mistake #1 : I’m too busy to prospect
  • Mistake #2 : I’ll let the prospect take the lead
  • Mistake #3 : I’ll figure it out once I’m there
  • Mistake #4: I just love listening to myself
  • Mistake #5: When it comes to our company, you name it and I know it
  • Mistake #6 : I usually have good luck just wingin’ it
  • Mistake #7: If I wait, they’ll commit; no need to be pushy
  • Mistake #8: I wonder if I use weak speak
  • Mistake #9 : Being out of touch with the ideal customer experience
  • Mistake #10 : Building processes catered toward company’s vs. customers’ convenience
  • Mistake #11 : Precarious Persona
  • Mistake #12 : Inconsistent commitment towards customer service training
  • Mistake #13 : Condoning sloppy service performance in your company
  • Mistake #14: Fumbled follow-up
  • It’s your turn… How do you go from faux pas -> ah-ha
  •