1. Delivering Consistent National Services at Multiple Locations David Carrithers September 2010

3. My Views Of Customer Service Supporting Over 60,000 Buildings

5. The Struggle Between… The Needs of the Local Teams and National Brand The Business and the People The Rules and the Relationships

6. Does Your Brand Say?

7. But Your Teams Are Delivering?

8. Customer Retention Why Businesses Lose Customers Source: American Society For Quality

9. Service Profit Chain Linking Employees and Customers

11. What Is The Customer Buying? We Need To Ask The Field Teams? Case Example

12. Facilities Services & Customers? ? ?

13. Gaining Alignment

15. Are They Buying? Materials Handling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating? NO

18. 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.

19. Start Thinking About Customer Satisfaction? Searching For The Perfect… Customer

20. Better Marketing Attracts Right Customers ? ? ?

21. 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.

22. Relationships Define Us Our Competitive Advantage

23. 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

24. Continually Evolving Customer Focus Program Alignment System for Success Welcoming New Clients

25. How Do You Listen? A Crash Class In CS For Me

26. 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!

27. Customer Satisfaction Is Owned By All

29. 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?

31. Key Thought The Soft Stuff Is The Hard Stuff It Starts With Communications!

34. Oh The Nail..