Customer Relations Dale Klein
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Customer Relations Dale Klein Presentation Transcript

  • 1. Creating & Sustaining Lasting Customer Relations School Facilities Management Professional Development Conference
  • 2.
    • Am I in the right place?
  • 3. Circle of Connections
  • 4. “ Be true to your work, your word, and your friend.” —Henry David Thoreau
  • 5. Mea Culpa!
  • 6. Mistake #1 : I’m too busy to prospect
  • 7. Mistake #2 : I’ll let the prospect take the lead
  • 8. Mistake #3 : I’ll figure it out once I’m there
  • 9. Mistake #4: I just love listening to myself
  • 10. Mistake #5: When it comes to our company, you name it and I know it
  • 11. Mistake #6 : I usually have good luck just wingin’ it
  • 12. Mistake #7: If I wait, they’ll commit; no need to be pushy
  • 13. Mistake #8: I wonder if I use weak speak
  • 14. Mistake #9 : Being out of touch with the ideal customer experience
  • 15. Mistake #10 : Building processes catered toward company’s vs. customers’ convenience
  • 16. Mistake #11 : Precarious Persona
  • 17. Mistake #12 : Inconsistent commitment towards customer service training
  • 18. Mistake #13 : Condoning sloppy service performance in your company
  • 19. Mistake #14: Fumbled follow-up
  • 20. It’s your turn… How do you go from faux pas -> ah-ha
  • 21.