IFMA NM Presentation Sept 2009


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IFMA NM Presentation Sept 2009

  1. 1. Delivering Exceptional Customer Service David Carrithers IFMA New Mexico September 10, 2009
  2. 2. Why A Spirit Of Serving Customers Matters ? <ul><li>&quot;UNITED BREAKS GUITARS&quot; </li></ul>5,437,945 views
  3. 3. My Views Of Customer Service Supporting Over 60,000 Buildings
  4. 4. Another Name For This Conversation… <ul><li>Silence is not golden. </li></ul>
  5. 5. Facilities Management & Customers? ? ?
  6. 6. Tale Of Two Facilities The Impact Of Facilities On Perceived Customer Service & Value
  7. 7. Sharing One View
  8. 8. The Struggle Between… The Needs of the Facility and the Customer The Business and the People The Rules and the Relationships
  9. 9. Customer Retention Why Businesses Lose Customers Source: American Society For Quality
  10. 10. Service Profit Chain Linking Employees and Customers
  11. 11. Share What A Bad Experience Can Mean? <ul><li>Have you ever had poor customer service? </li></ul><ul><li>People not living up to their commitments? </li></ul><ul><li>Not recognized or listened to? </li></ul><ul><li>What they said didn't match what they do? </li></ul>The Friendliest Store In Town
  12. 12. When You Hear Strategic Relationships What Comes To Mind? <ul><li>Employees? </li></ul><ul><li>Peers / Site Team? </li></ul><ul><li>Subcontractors? </li></ul><ul><li>Clients? </li></ul><ul><li>End Users (our Clients’ Customers)? </li></ul><ul><li>Internal Customers? </li></ul><ul><li>External Customers? </li></ul><ul><li>Industry Associations & Contacts? </li></ul>
  13. 13. What Is The Customer Buying? Need To Ask Yourself?
  14. 14. Are They Buying? Materials Handling? Concrete? Project Management? Cheap Construction? A Buddy? Estimating? NO
  15. 15. <ul><li>Relationship Words… </li></ul><ul><li>To exceed our customers expectations by providing high quality, responsive construction and facility operations services with empowered professional employees . </li></ul><ul><li>Build relationships that withstand the test of time by keeping our promises and honoring our commitments . </li></ul><ul><li>Customer Satisfaction is the Measure of Our Success! </li></ul>Our Clients Are Buying Our Mission The Client Wants A Relationship That Performs…
  16. 16. What Our Clients Are Buying? <ul><li>Professional Customer Service with repeatable, predictable and positive outcomes </li></ul><ul><li>Different kind of construction relationship Not Status Quo </li></ul><ul><li>Responsive, safe solutions and innovation </li></ul><ul><li>Construction experts that can be trusted to do what is right & watch out for the client’s interest first </li></ul><ul><li>Responsive and timely communications </li></ul><ul><li>Transparency in decisions, work, results </li></ul><ul><li>A flexible resource pool and experience base </li></ul><ul><li>We Must Live Our Mission And Values! </li></ul>YES 13
  17. 17. 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.
  18. 18. Start Thinking About Customer Satisfaction? Searching For The Perfect… Customer
  19. 19. Better Marketing Attracts Right Customers ? ? ?
  20. 20. 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.
  21. 21. Relationships Define Us Our Competitive Advantage
  22. 22. 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
  23. 23. Continually Evolving Customer Focus Program Alignment System for Success Welcoming New Clients
  24. 24. How Do You Listen? A Crash Class In CS For Me
  25. 25. When Things Go Wrong Be Honest With Yourself – Look Around You, Respond!
  26. 26. Customer Satisfaction Is Owned By All
  27. 27. Customer Service For Centennial <ul><li>A Culture Of Service </li></ul><ul><li>Decision Making Close To Customers </li></ul><ul><li>Not Just Responding – Thinking For Them </li></ul><ul><li>Training Efforts To Improve Skills </li></ul><ul><li>Rewards Programs To Drive Behavior </li></ul><ul><li>Everyone On The Team Responsible For CS </li></ul><ul><li>Empowered To Make A Difference </li></ul><ul><li>You Are Not Alone – Reach Out For Help </li></ul>
  28. 28. 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?
  29. 29. Found In Customer Satisfaction Data <ul><li>Hard skills drive higher overall customer satisfaction scores until @ 3.7 </li></ul><ul><li>To get 3.7+ rating, need to concentrate on the softer skills : </li></ul><ul><ul><li>Attitude and cooperation </li></ul></ul><ul><ul><li>Communication </li></ul></ul><ul><ul><li>Honoring commitments </li></ul></ul><ul><ul><li>Value for money </li></ul></ul><ul><ul><li>Office staff management </li></ul></ul>[From a correlation analysis of 748 surveys covering 4 years]
  30. 30. Key Thought The Soft Stuff Is The Hard Stuff It Starts With Communications!
  31. 31. Listening To Your Customers’ Suggestions <ul><li>See the big picture. </li></ul><ul><li>Ask yourself, &quot;Is this a onetime event, or indicative of a trend?” </li></ul><ul><li>Think strategically about your customers' businesses, find ways to help them cut costs and increase profits. </li></ul><ul><li>Go beyond supporting the physical building, or selling your services, make yourself valuable to your customers as an advisor. </li></ul><ul><li>Be a student. </li></ul>
  32. 32. Customer Service is not a technique, it is a mindset . <ul><li>Reliability </li></ul><ul><li>Responsiveness </li></ul><ul><li>A Feeling of Being Valued </li></ul><ul><li>Empathy </li></ul><ul><li>Competency </li></ul>Five Dimensions to Quality Customer Care (defined by customers)
  33. 33. <ul><li>Customers will come back if: </li></ul><ul><li>Your keep your promises </li></ul><ul><li>You are willing to help </li></ul><ul><li>You inspire confidence </li></ul><ul><li>Your treat customers as individuals </li></ul><ul><li>You make it easy for customers to do business with you </li></ul><ul><li>All the physical aspects of your product or service give a favorable impression </li></ul>The Things that Customers Want Source: &quot;Customer Retention in a Week&quot;, Jane Smith
  34. 34. Oh The Nail..
  35. 35. Remember… <ul><li>Silence is not golden. </li></ul>
  36. 36. Thank You! <ul><li>David Carrithers – VP Marketing </li></ul><ul><li>Centennial Contractors </li></ul><ul><li>8500 Leesburg Pike, Suite 500 </li></ul><ul><li>Vienna, VA 22182 </li></ul><ul><li>[email_address] </li></ul><ul><li>707-484-3620 </li></ul><ul><li> </li></ul><ul><li>Lisa Cooley, LEED AP </li></ul><ul><li>Sr. Manager of Market Development </li></ul><ul><li>Centennial Contractors </li></ul><ul><li> </li></ul><ul><li>Office: 505-296-8577 </li></ul><ul><li>Cell: 505-239-3446 </li></ul><ul><li>Fax:  505-296-8067 </li></ul><ul><li>E-mail: [email_address] </li></ul><ul><li>Address : </li></ul><ul><li>4113 Eubank NE, Ste. 300 </li></ul><ul><li>Albuquerque, NM  87111 </li></ul>