The document outlines a process for engaging customers and delivering outstanding customer service. It involves discovering customers' needs, diagnosing any issues, designing solutions, and delivering them. Key aspects of delivering outstanding service include surprising customers with the unexpected, going beyond what is proportional to create compelling experiences, engaging customers through conversation, and rewarding employees for providing excellent service. The role of managers is to define expectations, remove obstacles for employees, and recognize outstanding service.

1. FOR OUTRAGEOUS CUSTOMER SERVICE
OUTRAGEOUS
Excellent
Very Good
Average
Poor
YMCA NZ Children’s Services Hui
March 27 & 28, 2014
SEVEN PRINCIPLES

2. You never know when you are
going to touch someone in an
important way.
TRANSLATION
Everything matters!

3. Wrap an experience
around the transaction.
BE MEMORABLE FOR THE RIGHT REASONS!

4. moreaueugene
THE PROCESS OF ENGAGEMENT
Every engagement begins with a Discovery. To bring any kind of solution without a
Discovery would simply be guess work.
Discovery goes in search of the current reality of your business. Several meetings and
interviews of key people are used in the process of assessing and evaluating what the
realities of the business are.
Most businesses will have a problem of ‘too much or too little’ - too much or too little of
something happening - that, if left unaddressed, will hinder or block the business from
achieving its critical business goals.
Diagnose means assessing what has been uncovered during the Discovery through
four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale
of Satisfactory to Critical, which helps with specific thinking in the Design stage.
Design is where the solution is shaped using one of four paths for execution.
Delivery is the execution phase of the engagement. Execution is the single biggest
challenge of any strategy. Hundreds of engagements have been developed on the
strategy table but have failed in the execution.
DISCO
VER
DIAG
NO
SE
DESIG
N
DELIVER
unlocking vision. inspiring passion. enabling transition.
Helping You Talk About Your Busines Better
Unexpected
Disproportional
Compelling

5. UNEXPECTED
What could you do to
surprise your customer?

6. DISPROPORTIONAL
Out of proportion to the circumstances.

7. COMPELLING Creates positive word of mouth.

8. moreaueugene
THE PROCESS OF ENGAGEMENT
Every engagement begins with a Discovery. To bring any kind of solution without a
Discovery would simply be guess work.
Discovery goes in search of the current reality of your business. Several meetings and
interviews of key people are used in the process of assessing and evaluating what the
realities of the business are.
Most businesses will have a problem of ‘too much or too little’ - too much or too little of
something happening - that, if left unaddressed, will hinder or block the business from
achieving its critical business goals.
Diagnose means assessing what has been uncovered during the Discovery through
four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale
of Satisfactory to Critical, which helps with specific thinking in the Design stage.
Design is where the solution is shaped using one of four paths for execution.
Delivery is the execution phase of the engagement. Execution is the single biggest
challenge of any strategy. Hundreds of engagements have been developed on the
strategy table but have failed in the execution.
DISCO
VER
DIAG
NO
SE
DESIG
N
DELIVER
unlocking vision. inspiring passion. enabling transition.
Helping You Talk About Your Busines Better
SBWA
Unexpected
Disproportional
Compelling
ASK
OBSERVE

9. SERVICE BY WALKING AROUND
Engage your customer in conversation.
OBSERVE
ASK
Walk… Talk… Engage!

10. moreaueugene
THE PROCESS OF ENGAGEMENT
Every engagement begins with a Discovery. To bring any kind of solution without a
Discovery would simply be guess work.
Discovery goes in search of the current reality of your business. Several meetings and
interviews of key people are used in the process of assessing and evaluating what the
realities of the business are.
Most businesses will have a problem of ‘too much or too little’ - too much or too little of
something happening - that, if left unaddressed, will hinder or block the business from
achieving its critical business goals.
Diagnose means assessing what has been uncovered during the Discovery through
four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale
of Satisfactory to Critical, which helps with specific thinking in the Design stage.
Design is where the solution is shaped using one of four paths for execution.
Delivery is the execution phase of the engagement. Execution is the single biggest
challenge of any strategy. Hundreds of engagements have been developed on the
strategy table but have failed in the execution.
DISCO
VER
DIAG
NO
SE
DESIG
N
DELIVER
unlocking vision. inspiring passion. enabling transition.
Helping You Talk About Your Busines Better
SBWA
Team
Unexpected
Disproportional
Compelling
KSAR
DREAM
ASK
OBSERVE

11. moreaueugene
THE PROCESS OF ENGAGEMENT
Every engagement begins with a Discovery. To bring any kind of solution without a
Discovery would simply be guess work.
Discovery goes in search of the current reality of your business. Several meetings and
interviews of key people are used in the process of assessing and evaluating what the
realities of the business are.
Most businesses will have a problem of ‘too much or too little’ - too much or too little of
something happening - that, if left unaddressed, will hinder or block the business from
achieving its critical business goals.
Diagnose means assessing what has been uncovered during the Discovery through
four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale
of Satisfactory to Critical, which helps with specific thinking in the Design stage.
Design is where the solution is shaped using one of four paths for execution.
Delivery is the execution phase of the engagement. Execution is the single biggest
challenge of any strategy. Hundreds of engagements have been developed on the
strategy table but have failed in the execution.
DISCO
VER
DIAG
NO
SE
DESIG
N
DELIVER
unlocking vision. inspiring passion. enabling transition.
Helping You Talk About Your Busines Better
SBWA
Team Tech
Unexpected
Disproportional
Compelling
KSAR
DREAM
ASK
OBSERVE
COMMUNICATE
CAPTURE

12. moreaueugene
THE PROCESS OF ENGAGEMENT
Every engagement begins with a Discovery. To bring any kind of solution without a
Discovery would simply be guess work.
Discovery goes in search of the current reality of your business. Several meetings and
interviews of key people are used in the process of assessing and evaluating what the
realities of the business are.
Most businesses will have a problem of ‘too much or too little’ - too much or too little of
something happening - that, if left unaddressed, will hinder or block the business from
achieving its critical business goals.
Diagnose means assessing what has been uncovered during the Discovery through
four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale
of Satisfactory to Critical, which helps with specific thinking in the Design stage.
Design is where the solution is shaped using one of four paths for execution.
Delivery is the execution phase of the engagement. Execution is the single biggest
challenge of any strategy. Hundreds of engagements have been developed on the
strategy table but have failed in the execution.
DISCO
VER
DIAG
NO
SE
DESIG
N
DELIVER
unlocking vision. inspiring passion. enabling transition.
Helping You Talk About Your Busines Better
SBWA
Team Tech
Hero
GO POWER
Unexpected
Disproportional
Compelling
KSAR
DREAM
ASK
OBSERVE
COMMUNICATE
CAPTURE
PRAISE

13. GO POWER
Goals… Short and in your face!
Objectives…
People…
Ownership…
Work Design…
Example…
Reward…
Daily lists
Put people in jobs where they can shine.
Not buy-in. An emotional connection.
Let people think!
You are the visible standard - always.
Model, measure and reward outrageous service.

14. moreaueugene
THE PROCESS OF ENGAGEMENT
Every engagement begins with a Discovery. To bring any kind of solution without a
Discovery would simply be guess work.
Discovery goes in search of the current reality of your business. Several meetings and
interviews of key people are used in the process of assessing and evaluating what the
realities of the business are.
Most businesses will have a problem of ‘too much or too little’ - too much or too little of
something happening - that, if left unaddressed, will hinder or block the business from
achieving its critical business goals.
Diagnose means assessing what has been uncovered during the Discovery through
four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale
of Satisfactory to Critical, which helps with specific thinking in the Design stage.
Design is where the solution is shaped using one of four paths for execution.
Delivery is the execution phase of the engagement. Execution is the single biggest
challenge of any strategy. Hundreds of engagements have been developed on the
strategy table but have failed in the execution.
DISCO
VER
DIAG
NO
SE
DESIG
N
DELIVER
unlocking vision. inspiring passion. enabling transition.
Helping You Talk About Your Busines Better
SBWA
Team Tech
Hero
GO POWER
Unexpected
Disproportional
Compelling
KSAR
DREAM
ASK
OBSERVE
COMMUNICATE
CAPTURE
PRAISE

15. As Manager you only have three simple responsibilities:
!
1. Clearly define outrageous customer service.
!
2. Remove obstacles and provide tools.
!
3. Reward outrageous service once delivered.
Conclusion

16. FOR OUTRAGEOUS CUSTOMER SERVICE
OUTRAGEOUS
Excellent
Very Good
Average
Poor
YMCA NZ Children’s Services Hui
March 27 & 28, 2014
SEVEN PRINCIPLES