Most organizations struggle with the common dilemma of retaining long-term customers. The cost of procuring new business is high and competition is as strong as it’s ever been. When front-liners are trained to take care of customers by providing extraordinary service, the dilemma of retaining long-term clients is diminished. Positive Impact is a foundational training program designed to strengthen the mindsets, instill high-performance behaviors and provide practical techniques for front-liners who are charged with providing extraordinary service to their customers.

1. A Foundation for Extraordinary
Customer Service
Jeff Ruby
Founder & CEO

2. STRONGERGROW
A Foundation for Extraordinary Customer Service

3. 3
© RedRock Leadership, Inc.
RedRockLeadership.com
85%
15%1. Reputation
2. Character
How Important isYour Reputation?GROW
STRONGER

4. 4
© RedRock Leadership, Inc.
RedRockLeadership.com
Today, we’ve transitioned from the
reign of heroic leaders…
http://switchandshift.com/6-leadership-development-trends-for-2015
GROW
STRONGER
Today’s Workplace
TheRiseoftheCollaborative Leader

5. 5
© RedRock Leadership, Inc.
RedRockLeadership.com
…to the rise of collaborative leaders.
http://switchandshift.com/6-leadership-development-trends-for-2015
Today’s Workplace
TheRiseoftheCollaborative Leader
GROW
STRONGER

6. 6
© RedRock Leadership, Inc.
RedRockLeadership.com
Today’s Workplace
Heroic Leaders vs.Collaborative Leaders
GROW
Heroic Leaders
• Make others earn their trust
• Believe in “constructive” criticism
• Hire and fire based on gut instinct
• Take credit for positive results
• Place blame for poor results
• Create their legacy by taking control
to protect their own reputation
Collaborative Leaders
• Trust others from day one
• Believe in coaching
• Hire and fire based on core values
• Credit others for positive results
• Accept responsibility for poor results
• Create their legacy by serving to take
care of others
STRONGER

7. 7
© RedRock Leadership, Inc.
RedRockLeadership.com
5 Generations in the Workplace
 Traditionalists (46m born 1928 – 1945)
 Baby Boomers (78m born 1946 – 64)
 Gen X (50m born 1965 – 80)
 Millennials (88m born 1980 – 97)
 Gen Z (41m born 1997 2012)
Today’s Workplace
5Generations
GROW
STRONGER
Bureau of Labor Statistics Employment Projections
2020
2015
2010
2005
0% 20% 40%
60%

8. 8
© RedRock Leadership, Inc.
RedRockLeadership.com
Today’s Workplace
Traditionalists -The SilentGeneration
GROW
STRONGER
Traits:
 Loyal
 Respectful of authority
 Stubborn
 Dependable
Influence:
 The Great Depression
 WWII
Views:
 Money-
Hide & pay cash
 Education-
A privilege
 Management-
Tells me what to do

9. 9
© RedRock Leadership, Inc.
RedRockLeadership.com
Today’s Workplace
BabyBoomers - The Woodstock
Generation
GROW
STRONGER
Traits:
 Well-educated
 Questions authority
 Good teamwork skills
Influence:
 Vietnam War
 1960’s
 Civil Rights Movement
 Moms stay at home
 Dads go to work
Views:
 Money-
Buy now, pay later
 Education-
A birthright
 Management-
Really, I know best

10. 10
© RedRock Leadership, Inc.
RedRockLeadership.com
Today’s Workplace
GenX-LatchkeyKids
GROW
STRONGER
Traits:
 Independent
 Family-focused
 Intolerant of bureaucracy
 Hard-working
 Critical of others
Influence:
 Divorced parents
 Dual-income homes
 Reagan
 End of the Cold War
Views:
 Money-
Cautious & conservative
 Education-
A tool to get ahead
 Management-
Seeks a hero

11. 11
© RedRock Leadership, Inc.
RedRockLeadership.com
Today’s Workplace
Millennials -Everybody GetsaTrophy
GROW
STRONGER
Traits:
 Fast Paced
 Think Like Entrepreneurs
 Value Relationships
 Highly Mobile
 Obsessed with Information
Influence:
 Doting parents
 9/11
 Video Games
 School Shootings
Views:
 Money-
Earn to Spend
 Education-
A Necessary Investment
 Management-
An Obstacle to Moving Up

12. 12
© RedRock Leadership, Inc.
RedRockLeadership.com
Today’s Workplace
GenZ-Digital Nomads
GROW
STRONGER
Traits:
 Seeks Truth
 Values Freedom of
Expression
 Open to Understanding
Differences in People
Influence:
 The Great Recession
 ISIS
 Sandy Hook
 Obama
 Rise of Populism
Views:
 Money-
Live Life Pragmatically
 Education-
A Necessary Investment
 Management-
“Please Dialogue with
Me, Don’t Confront Me

13. 13
© RedRock Leadership, Inc.
RedRockLeadership.com
STRONGER
GROW
Competency: My ability to:
Personal Awareness …recognize my influence on others.
Integrity …let my intentions match my actions.
Internal Motivation …do the right things for the right reasons.
Empathy …understand & respond to others' emotions.
Social Skills …build positive relationships.
5Competenciesof
EmotionalIntelligence

14. 14
© RedRock Leadership, Inc.
RedRockLeadership.com
STRONGER
GROW
Avoid State
Desperation
Discouragement
EmotionalIntelligence
&ClientServiceSTRONGER
GROW 3TypesofPeopleinYourOrganization
Laggard
Defensive
win/lose or lose/win
Perseverance
Trust

15. 15
© RedRock Leadership, Inc.
RedRockLeadership.com
Avoid State
Desperation
Discouragement
STRONGER
GROW EmotionalIntelligence
&ClientServiceSTRONGER
GROW 3TypesofPeopleinYourOrganization
Laggard
Defensive
win/lose or lose/win
Loner
Dutiful
win
Perseverance
Trust

16. 16
© RedRock Leadership, Inc.
RedRockLeadership.com
Laggard
Defensive
win/lose or lose/win
Loner
Dutiful
win
Leader
Collaborative
win/win or walk away
Avoid State
Desperation
Discouragement
Approach State
Inspiration
Encouragement
Perseverance
Trust
STRONGER
GROW EmotionalIntelligence
&ClientServiceSTRONGER
GROW 3TypesofPeopleinYourOrganization

17. 17
© RedRock Leadership, Inc.
RedRockLeadership.com
Empathy
Cognitive Emotional
Compassionate
STRONGER
GROW EmotionalIntelligence
&ClientServiceSTRONGER
GROW TheKeySkillofLeadership
&CustomerService

18. 18
© RedRock Leadership, Inc.
RedRockLeadership.com
STRONGER
GROW EmotionalIntelligence
&ClientServiceSTRONGER
GROW What’sYourCycleofService?
Moments
of Truth
• Enhancers
• Detractors

19. STRONGERGROW
RedRock Leadership looks forward to helping your team Grow Stronger.