The document appears to be notes from a staff meeting at a company. It covers the following key points in 3 or less sentences: The meeting will discuss what a startup is and what their company does. They will also discuss being on time, team building, brand perception, and proper customer service techniques like holding, greeting customers, and following up. Employees are reminded to support each other and that cell phones are not allowed on the sales floor. The brand perception and level of customer service that parents deserve is discussed.

1. 02/11/2012
1130-1330

2.  Very Direct
 Need Agreement on everything
 No frills
 Please explain things to me as if I was a third
grader.
 You give 100%. We get along fine.
Why? $ and Pride.

3.  What is a startup?
 What do we do?
 Schedule consistency
 On time, definition.
 Team building exercise
 The Basics.
 Brand Perception
 What is It? Why we need it!
 Why It’s important.

4.  A company with a limited operating history.
These companies, generally newly created, are
in a phase of development and research for
markets.
(Discuss)

5.  Business: an entity that provides goods and
services and makes a profit as a result.

6.  On Time: “At the expected time.”
example: 9:00am means 9:00 or earlier.
What impression does it have on a customer
when you don’t care enough to be on time?
Why should they care about us if we don’t care
about them?

7.  Consequences of constantly being late.
 What should they be?
 Discuss.

8.  Hold Technique
I=INFORM
E=ESTIMATE
A=ASK
T=THANK
T=THANK AGAIN

9.  Congratulations! Based on the information you
have given me you qualify to become a citizen!
Karina and Velia are great at doing this!
Must do on EVERY appointment.

10.  Voicemail: Everyone must set up their
voicemail and check it every day!
 Your customers should have this number.
 Start redirecting to voicemail.

11.  Greeting: If someone cares enough to be here
and spend their hard earned money.
 Get up from your desk
 Walk over to them
 Introduce yourself (warm smile)
 Invite them to your office

12.  At the end of every appointment:
 Customer should have your contact number and
extension.
 Should know our store schedule.
 Should be aware of all steps involved in the process.
 Should leave with a kit/n400 form or left a deposit.

13.  SUPPORT ONE ANOTHER!!!!!

14. Why is trash talk not a good idea among employees?

15.  The nature of the call center is highly
regimented.
 The Sales Floor needs to be cognizant of that
fact and act accordingly.
 No Cell Phones on Floor
I DO NOT WANT TO HEAR
“but they do it all the time!”
 Discuss

16. A chain is only as strong as its weakest link.

17.  What kind of Brand Perception do we have?
Would you refer your parents to us?
What kind of Service do your parents deserve?
Discuss: