Raving fans hofstra 11 30-10

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Raving fans hofstra 11 30-10

  1. 1. Sal Ferro President/CEO November 30, 2010
  2. 2. History  Established in 1946, over 60 years in business  Began as a painting company and transitioned to a full service remodeling company  Focused on Long Island with businesses in New Jersey and Westchester  2001 Birth of Raving Fans
  3. 3.  A controlled, sustainable growth philosophy  Recruit, hire and retain the best employees  Leverage your existing customer base
  4. 4.  What is the purpose of this training?
  5. 5.  Recruit, hire and retain the Best Employees  Leverage your existing customer base  This is all based on customer service
  6. 6. “Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.” ~ Harvey Mackay
  7. 7.  Quality?  Speed?  Taste?  Cleanliness?  Price?  The Experience
  8. 8.  Bad  Good (average)  Raving Fan
  9. 9.  Service From Hell  Good/Average Service  Raving Fan Service
  10. 10.  Found a less expensive product 15%  Found a better product 15%  Lack of personal attention 20%  Service provider rude, unhelpful 45% Source: Forum Corporation of Boston
  11. 11.  Never complain about poor service 96%  Never return 90%  Tell at least 9 others of dissatisfaction 100%  Tell at least 20 other people 13%  Will do business again if problem resolved 70%  Do business if problem resolved on the spot 95% Source: TARP (Technical Assistance Research Programs) White House Office of Consumer Affairs
  12. 12. Vision
  13. 13.  The knowledge and desire to improve and exceed client expectations.  The vision of who you want to be.
  14. 14.  The systems and processes in place to execute the vision.  Your blueprint to create and maintain Raving Fans.
  15. 15.  The everyday follow through  Managing the moments of every service opportunity.  It takes Raving Fan Champions.
  16. 16. “The purpose of a business is to create customers that create customers.” Shiv Singh Social Media Marketing for Dummies
  17. 17. Customer Service Customer Feedback
  18. 18. Online Advocacy
  19. 19. Make it fun and personal…
  20. 20. 1. Know your customers 2. How do they rate you? 3. Setting your service windows “You can’t be all things to all people” 4. Discover the customer’s vision 5. Create your vision 6. Develop a plan 7. Manage and motivate beliefs
  21. 21. Deliver a consistent experience to our customers that is superior to what they expect. Have a harmonious, enthusiastic environment where employees at all levels are responsive to our customers’ needs and react with a sense of urgency and follow through. An environment where ethics and values are not sacrificed, where we listen to and educate the customer to build value. Provide our customers great products with no hassles and superior results.
  22. 22. You’re ready to create your own Raving Fans!

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