Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

In three years 1 800-got-junk got classified in the same world class level as apple, american express, harley davidson

1,570 views

Published on

Published in: Business, Automotive
  • Be the first to comment

  • Be the first to like this

In three years 1 800-got-junk got classified in the same world class level as apple, american express, harley davidson

  1. 1. In Three Years 1-800-GOT-JUNK? Got Classified in the SameWorld Class Level as Apple, American Express, Harley DavidsonPosted on January 6, 2012 by MaggyBusiness Summary1-800-GOT-JUNK? is pioneering an industry that is helping residents and businesses removejunk and regain space. Whether it’s a pile of household junk in the garage or a warehouse full ofoffice furnishings, 1-800-GOT-JUNK? Removes it for you, making the ordinary business of junkremoval exceptional. They are passionate about recycling and donating to charity. 1 -800-GOT-JUNK? Was founded in 1989 and now operates throughout North America and Australia.Is trust really That Important?Customer trust is extremely important to 1-800-GOT-JUNK? Because they strive to be anadmired brand in each of their regions that they operate, as well as on an international level.From a business perspective, they want to build our business in an organic fashion throughpositive word of mouth and customer trust is the catalyst of this. Most importantly, they want tobe viewed as invited guests in their customer’s home or businesses.How to Build that Trust?Building sustainable customer trust is the offspring of efforts that 1-800-GOT-JUNK? Frontlineemployees, truck team members and call center agents have to provide to their customers.Customer trust begins and ends with the people who build the relationships with customers,which is why they focus so much attention on their people. A vision is created for the frontline© 2011 Apptivo Inc. All rights reserved.
  2. 2. employees so they can clearly understand why they are in business. Their vision is called thePainted Picture, a written document by their Founder and CEO that depicts what their companywill look and feel like four years in advance. Within the Painted Picture, they have servicecommitments that they strive for such as: reaching a specific Net Promoter System score of 90and being the Zappos of the service industry.Some Quality Focus Areas that 1-800-GOT-JUNK? Focuses on are on-time service, up frontrates, clean and shiny trucks and friendly professionals. When these guidelines are in place, itallows their employees to better understand what it takes to build customer trust and WOW theircustomers each and every time.Net Promoter SystemA reliable set of metrics that 1-800-GOT-JUNK? Uses to measure and gage their customerloyalty is through Net Promoter System. This metrics evaluates customer loyalty by asking onesimple question:“On a scale of 0-10, how likely are you to recommend 1-800-GOT-JUNK? to your friends andfamily?”Any customer that rates a 9 or 10 is considered a “promoter” or someone who is a raving fan ofyour business. A 7 or 8 would be classified as a “passive” or someone who was content but notas a loyal as a “promoter.” Anyone who rates a 0-6 is a “detractor” or someone who was notsatisfied with your product or service and will spread negative news about your brand.Scores are calculated by taking the percentage of your Promoters and subtract them from thepercentage who is Detractors.When 1-800-GOT-JUNK? First launched the Net Promoter System in October of 2008, theirscore was 71. Today, their score is 80, any score above an 80 is considered to be a world classthat rivals other admired brands such as Harley Davidson, Apple and American Express.© 2011 Apptivo Inc. All rights reserved.
  3. 3. Other Ways of Building TrustTo ensure that frontline employees are focused on building customer trust, it is important toeducate them in customer centricity. All employees are given extensive training both in aclassroom environment and shadowing veteran employees or managers. The training ensures thatall employees will be able to identify their customers’ personality. They learn how to buildrapport and resolve matters that may arise to ensure customers are left with a WOW experience.Their training program may range from a few weeks to a couple of months, depending on thejob, in order to ensure that all employees are fully prepared to interact with their most valuableasset: their customers.As a result of the extensive training, managers see the confidence that employees have whenperforming the service. The confidence of the employee means flawless service that theircustomers become loyal to.Another way to earn customer trust is “empowerment.” With the correct vision and education,employees are empowered to take action when situations arise that may negatively affect theircustomer’s experience. This negative experience would be a detriment to their customer trust, sothey encourage their employees to do what is necessary to appease their customers.This has caused a decline in customer complaints, which is a direct result of empowering theiremployees. Employees are trusted to make things right before any situation arise that wouldjeopardize their customer’s trust.© 2011 Apptivo Inc. All rights reserved.

×