This document discusses creating a customer service revolution by transforming employee and customer experiences. It advocates shifting to a customer-centric culture that improves sales, morale, and brand loyalty, making price irrelevant. The key is consistently providing excellent customer experiences, as customers will have no idea what competitors charge based on the experience your company provides.
1. The document provides information about a manufacturer that produces complete plants and machinery for manufacturing diamond tools.
2. It details the company's experience and capabilities in producing sintering presses, cold presses, and complete plants from 50kva to 150kva capacity.
3. Estimates are provided for a standard diamond tool project, including projected production capacity, machinery requirements, and budgetary prices.
This document provides an analysis of the music video for Katy Perry's song "Last Friday Night". It uses mise-en-scene and narrative elements to depict a typical teenage party. Scenes show the stereotypical town and aftermath of the party. Multiple storylines throughout use flashbacks to show various characters and their experiences at the party. The target audience mirrors those portrayed as mostly young people.
The document provides details about Boulos Dib, an independent consultant with over 30 years of experience in software development. It lists his early experiences with computers and operating systems. It then outlines his agenda for a presentation on PowerShell and SharePoint, including a review of PowerShell concepts, the SharePoint Management Shell, common cmdlets, best practices, sample scripts and tools.
The document contains a draft shot list for a short film about a girl named Sophie. It includes 27 scenes with descriptions of the shots, locations, characters, props, and costumes. Some key shots include a closeup of Sophie studying in her bedroom, checking her phone, receiving a text from the NHS, opening a letter and dropping it in shock, and sitting devastated on the sofa after receiving bad news. The shot list provides details to storyboard and plan the visual elements and flow of the short film.
Este documento describe las principales fuentes y mecanismos de contaminación de los alimentos, incluyendo contaminación biológica, química y física. También discute las condiciones del personal que manipula alimentos, como su estado de salud e higiene personal, así como las condiciones básicas que debe cumplir el establecimiento donde se preparan los alimentos de acuerdo a las Buenas Prácticas de Manufactura.
1. The document provides information about a manufacturer that produces complete plants and machinery for manufacturing diamond tools.
2. It details the company's experience and capabilities in producing sintering presses, cold presses, and complete plants from 50kva to 150kva capacity.
3. Estimates are provided for a standard diamond tool project, including projected production capacity, machinery requirements, and budgetary prices.
This document provides an analysis of the music video for Katy Perry's song "Last Friday Night". It uses mise-en-scene and narrative elements to depict a typical teenage party. Scenes show the stereotypical town and aftermath of the party. Multiple storylines throughout use flashbacks to show various characters and their experiences at the party. The target audience mirrors those portrayed as mostly young people.
The document provides details about Boulos Dib, an independent consultant with over 30 years of experience in software development. It lists his early experiences with computers and operating systems. It then outlines his agenda for a presentation on PowerShell and SharePoint, including a review of PowerShell concepts, the SharePoint Management Shell, common cmdlets, best practices, sample scripts and tools.
The document contains a draft shot list for a short film about a girl named Sophie. It includes 27 scenes with descriptions of the shots, locations, characters, props, and costumes. Some key shots include a closeup of Sophie studying in her bedroom, checking her phone, receiving a text from the NHS, opening a letter and dropping it in shock, and sitting devastated on the sofa after receiving bad news. The shot list provides details to storyboard and plan the visual elements and flow of the short film.
Este documento describe las principales fuentes y mecanismos de contaminación de los alimentos, incluyendo contaminación biológica, química y física. También discute las condiciones del personal que manipula alimentos, como su estado de salud e higiene personal, así como las condiciones básicas que debe cumplir el establecimiento donde se preparan los alimentos de acuerdo a las Buenas Prácticas de Manufactura.
Canada has a long history of participation in space exploration dating back to 1839 with the establishment of the first magnetic observatory. Some key contributions include Marc Garneau being the first Canadian in space in 1984, Roberta Bondar being the first Canadian woman in space, and Chris Hadfield performing two spacewalks making him the first Canadian to float freely in space. Canada enjoys its role as a leader in space robotics and satellite communications due to inventions like the Canadarm robotic arm and scientific contributions in areas like life support systems and radiation dosimetry.
This article discusses 10 thoughts on entrepreneurship from commencement speeches, including advice to take risks, think differently, solve problems creatively, embrace failure as learning experiences, and pursue work that inspires passion. Graduates are encouraged to start their own businesses and change the world through entrepreneurship.
1) Primero is committed to ethical, transparent governance and sustainability in its operations. It has a Corporate Responsibility Committee that oversees health, safety, environment and social matters and reports to the Board of Directors.
2) In 2014, the Committee reviewed Primero's materiality assessment process for sustainability reporting and ongoing policy implementation related to health and safety, environment and corporate social responsibility.
3) Primero respects human rights and ensures no discrimination or violations of indigenous peoples' rights at its mines. All workers have freedom of association and collective bargaining rights.
Strenthening students' language skills through technologyTelly J Hajny
The document discusses using technology to strengthen students' language skills. It begins with an activity asking participants whether technology should be integrated into the curriculum or viewed as supplemental. The presenter then outlines an agenda covering objectives, research on technology in language learning, and websites to develop listening, speaking, reading, writing, grammar and vocabulary skills. Participants fill out a K-W-L-S chart to track what they know, want to know, learn and still need to find out. The presentation concludes with reflections on using technology to support language lessons and help develop students' skills.
Primero Mining Corporation provided a corporate update in May 2012 with the following key points:
1) The company is focused on increasing production and reducing costs at its San Dimas gold-silver mine in Mexico while also pursuing growth through exploration and acquisitions.
2) Exploration drilling at San Dimas has led to a new discovery in the Sinaloa Graben area that validates the district's exploration potential from existing mining blocks.
3) The company has a strong balance sheet with $86 million in cash and a conservative level of debt that will be reduced through scheduled repayments over the next few years.
Primero's first sustainability report highlights its achievements in sustainability at the San Dimas mine in 2011. The report discusses Primero's commitment to sustainability practices including health and safety, environmental stewardship, and community engagement. It provides details on health and safety performance improvements but also a fatality that occurred. The report also outlines Primero's sustainability policies and governance structures to guide its operations.
El documento presenta el menú de un restaurante para el verano de 2012, con platos fríos y calientes de entrada, pescados, carnes y postres, acompañados cada uno de diferentes vinos de la DO española. El menú ofrece opciones como gazpacho de fresas, brocheta de melón y jamón ibérico, croquetas de boletus y solomillo de ternera a la brasa con foie y salsa de boletus, finalizando con hojaldre relleno de crema de naranja.
The document discusses the camera shots and angles used in filming an indie music video. Long shots of the studio were used to suit the fast pace of the song, while close-ups were reserved for slower, more emotional moments filmed at a museum. Various shots like long shots, medium shots, and close-ups were chosen to help viewers understand the narrative and represent the theme of the story by bringing the audience into the world of the video. Close-ups in particular were used to create the star image but not extreme close-ups due to limitations of the camera equipment.
The document discusses the anatomy and function of the middle ear. It describes the tympanic membrane as having three layers and separating the external ear from the middle ear. The three middle ear bones - malleus, incus, and stapes - transmit sound from the tympanic membrane to the inner ear. Two muscles attached to these bones are innervated by cranial nerves to modify sound transmission. The Eustachian tube equalizes pressure between the middle ear and nasal cavity. The middle ear functions as a transformer through the mechanical advantage of the bones and differences in surface areas to efficiently transmit sounds to the inner ear.
Spring rolls are a staple of Asian cuisine and popular as street foods and appetizers. A serving of 4 spring rolls provides 146 calories, 5g of fat, and 490mg of sodium, while 3 pieces of dim sum provide 90 calories, 8g of fat, and 180mg of sodium. Sweet and sour chicken is a dish with chicken, pineapple, peppers, and carrots in a sweet and sour sauce. 1 cup of sweet and sour chicken has 346 calories, 18g of fat, and 17g of protein, compared to 190 calories, 11g of fat, and 26g of protein for 1 cup of stir-fried chicken. Fried rice can have 550 calories and 28g of fat for 1/2 cup of
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
- Primero reported strong first quarter 2015 results, with revenue increasing 52% over Q1 2014 to $73.3 million and gold equivalent production up 54% to 61,073 ounces.
- Production is expected to increase up to 20% in 2015 through the expansion of San Dimas mill to 3,000 tpd and productivity improvements at both San Dimas and Black Fox mines.
- The company has a strong financial position with $133 million in liquidity and an attractive portfolio of assets in Mexico and Canada.
The document summarizes several important inventions from the United States, including Morse code for telegraph communication, the phonograph invented by Thomas Edison in 1877, the flexible flyer sled invented by Samuel Leeds Allen in 1889, the early electric guitar developed by George Beauchamp and Adolph Rickenbacker in 1931, and the microwave oven discovered by Percy Spencer in 1945 while working with radar technology.
This document outlines different roles and functions in sporting activities, as well as personal and physical qualities needed for those roles. It discusses roles like competitor, coach, judge, and organizer and their functions or responsibilities. It also lists personal qualities like determination, leadership, and cooperation and physical qualities like strength, agility, and fitness that help with adopting roles, especially for performers.
The document discusses how social media influences children today. It explores both the benefits and risks of social media use for children. While social networks allow children to connect with friends and family, they can also expose children to harassment and privacy issues. The document stresses that parents need to understand social media in order to guide their children on setting appropriate boundaries and digital footprints online. It provides examples of how organizations use social media for good causes like donating shoes or sharing inspirational stories.
Canada has a long history of participation in space exploration dating back to 1839 with the establishment of the first magnetic observatory. Some key contributions include Marc Garneau being the first Canadian in space in 1984, Roberta Bondar being the first Canadian woman in space, and Chris Hadfield performing two spacewalks making him the first Canadian to float freely in space. Canada enjoys its role as a leader in space robotics and satellite communications due to inventions like the Canadarm robotic arm and scientific contributions in areas like life support systems and radiation dosimetry.
This article discusses 10 thoughts on entrepreneurship from commencement speeches, including advice to take risks, think differently, solve problems creatively, embrace failure as learning experiences, and pursue work that inspires passion. Graduates are encouraged to start their own businesses and change the world through entrepreneurship.
1) Primero is committed to ethical, transparent governance and sustainability in its operations. It has a Corporate Responsibility Committee that oversees health, safety, environment and social matters and reports to the Board of Directors.
2) In 2014, the Committee reviewed Primero's materiality assessment process for sustainability reporting and ongoing policy implementation related to health and safety, environment and corporate social responsibility.
3) Primero respects human rights and ensures no discrimination or violations of indigenous peoples' rights at its mines. All workers have freedom of association and collective bargaining rights.
Strenthening students' language skills through technologyTelly J Hajny
The document discusses using technology to strengthen students' language skills. It begins with an activity asking participants whether technology should be integrated into the curriculum or viewed as supplemental. The presenter then outlines an agenda covering objectives, research on technology in language learning, and websites to develop listening, speaking, reading, writing, grammar and vocabulary skills. Participants fill out a K-W-L-S chart to track what they know, want to know, learn and still need to find out. The presentation concludes with reflections on using technology to support language lessons and help develop students' skills.
Primero Mining Corporation provided a corporate update in May 2012 with the following key points:
1) The company is focused on increasing production and reducing costs at its San Dimas gold-silver mine in Mexico while also pursuing growth through exploration and acquisitions.
2) Exploration drilling at San Dimas has led to a new discovery in the Sinaloa Graben area that validates the district's exploration potential from existing mining blocks.
3) The company has a strong balance sheet with $86 million in cash and a conservative level of debt that will be reduced through scheduled repayments over the next few years.
Primero's first sustainability report highlights its achievements in sustainability at the San Dimas mine in 2011. The report discusses Primero's commitment to sustainability practices including health and safety, environmental stewardship, and community engagement. It provides details on health and safety performance improvements but also a fatality that occurred. The report also outlines Primero's sustainability policies and governance structures to guide its operations.
El documento presenta el menú de un restaurante para el verano de 2012, con platos fríos y calientes de entrada, pescados, carnes y postres, acompañados cada uno de diferentes vinos de la DO española. El menú ofrece opciones como gazpacho de fresas, brocheta de melón y jamón ibérico, croquetas de boletus y solomillo de ternera a la brasa con foie y salsa de boletus, finalizando con hojaldre relleno de crema de naranja.
The document discusses the camera shots and angles used in filming an indie music video. Long shots of the studio were used to suit the fast pace of the song, while close-ups were reserved for slower, more emotional moments filmed at a museum. Various shots like long shots, medium shots, and close-ups were chosen to help viewers understand the narrative and represent the theme of the story by bringing the audience into the world of the video. Close-ups in particular were used to create the star image but not extreme close-ups due to limitations of the camera equipment.
The document discusses the anatomy and function of the middle ear. It describes the tympanic membrane as having three layers and separating the external ear from the middle ear. The three middle ear bones - malleus, incus, and stapes - transmit sound from the tympanic membrane to the inner ear. Two muscles attached to these bones are innervated by cranial nerves to modify sound transmission. The Eustachian tube equalizes pressure between the middle ear and nasal cavity. The middle ear functions as a transformer through the mechanical advantage of the bones and differences in surface areas to efficiently transmit sounds to the inner ear.
Spring rolls are a staple of Asian cuisine and popular as street foods and appetizers. A serving of 4 spring rolls provides 146 calories, 5g of fat, and 490mg of sodium, while 3 pieces of dim sum provide 90 calories, 8g of fat, and 180mg of sodium. Sweet and sour chicken is a dish with chicken, pineapple, peppers, and carrots in a sweet and sour sauce. 1 cup of sweet and sour chicken has 346 calories, 18g of fat, and 17g of protein, compared to 190 calories, 11g of fat, and 26g of protein for 1 cup of stir-fried chicken. Fried rice can have 550 calories and 28g of fat for 1/2 cup of
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
- Primero reported strong first quarter 2015 results, with revenue increasing 52% over Q1 2014 to $73.3 million and gold equivalent production up 54% to 61,073 ounces.
- Production is expected to increase up to 20% in 2015 through the expansion of San Dimas mill to 3,000 tpd and productivity improvements at both San Dimas and Black Fox mines.
- The company has a strong financial position with $133 million in liquidity and an attractive portfolio of assets in Mexico and Canada.
The document summarizes several important inventions from the United States, including Morse code for telegraph communication, the phonograph invented by Thomas Edison in 1877, the flexible flyer sled invented by Samuel Leeds Allen in 1889, the early electric guitar developed by George Beauchamp and Adolph Rickenbacker in 1931, and the microwave oven discovered by Percy Spencer in 1945 while working with radar technology.
This document outlines different roles and functions in sporting activities, as well as personal and physical qualities needed for those roles. It discusses roles like competitor, coach, judge, and organizer and their functions or responsibilities. It also lists personal qualities like determination, leadership, and cooperation and physical qualities like strength, agility, and fitness that help with adopting roles, especially for performers.
The document discusses how social media influences children today. It explores both the benefits and risks of social media use for children. While social networks allow children to connect with friends and family, they can also expose children to harassment and privacy issues. The document stresses that parents need to understand social media in order to guide their children on setting appropriate boundaries and digital footprints online. It provides examples of how organizations use social media for good causes like donating shoes or sharing inspirational stories.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
Cover Story - China's Investment Leader - Dr. Alyce SUmsthrill
In World Expo 2010 Shanghai – the most visited Expo in the World History
https://www.britannica.com/event/Expo-Shanghai-2010
China’s official organizer of the Expo, CCPIT (China Council for the Promotion of International Trade https://en.ccpit.org/) has chosen Dr. Alyce Su as the Cover Person with Cover Story, in the Expo’s official magazine distributed throughout the Expo, showcasing China’s New Generation of Leaders to the World.
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART KALYAN CHART
❼❷⓿❺❻❷❽❷❼❽ Dpboss Matka Result Satta Matka Guessing Satta Fix jodi Kalyan Final ank Satta Matka Dpbos Final ank Satta Matta Matka 143 Kalyan Matka Guessing Final Matka Final ank Today Matka 420 Satta Batta Satta 143 Kalyan Chart Main Bazar Chart vip Matka Guessing Dpboss 143 Guessing Kalyan night
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART INDIA MATKA KALYAN SATTA MATKA 420 INDIAN MATKA SATTA KING MATKA FIX JODI FIX FIX FIX SATTA NAMBAR MATKA INDIA SATTA BATTA
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Efficient PHP Development Solutions for Dynamic Web ApplicationsHarwinder Singh
Unlock the full potential of your web projects with our expert PHP development solutions. From robust backend systems to dynamic front-end interfaces, we deliver scalable, secure, and high-performance applications tailored to your needs. Trust our skilled team to transform your ideas into reality with custom PHP programming, ensuring seamless functionality and a superior user experience.
Efficient PHP Development Solutions for Dynamic Web Applications
Iowa80 2011
1. 11/18/11
Changing the World
By Creating a
Customer Service Revolution
r r
Cus ce tome
A radical overthrow of
Cus ce tome
This shift produces a
ervi n: i
conventional business
ervlives, at n:
culture that permeates
S
mentality designed to transform
into people’s S
lutio lutio
personal
R vo Revo
what employees and customers
experience. e
home and in the community,
Making Price
omer
Cust ce
which in turn provides
i
the business with higher
sales, moraleServ
and brand
n: Irrelevant
loyalty-- making price tio
irrelevant. e
R volu
1
2. 11/18/11
Based on the Experience STATE
OF
SERVICE
your customers consistently receive
They have no idea
what your competition charges
Secret
S ervice
S ummit
2 011
Service
Ap2tude
True
or
False
IS
A
PERSON’S
ABILITY
TO
RECOGNIZE
OPPORTUNITIES
TO
MOST
PEOPLE
START
EXCEED
A
CUSTOMER’S
EXPECTATIONS,
THEIR
CAREERS
WITH
REGARDLESS
OF
THE
CIRCUMSTANCES
HIGH
SERVICE
APTITUDE?
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
Service
Ap2tude
Priming
the
Mind
1. Previous
life
experiences
2. Previous
work
experiences
SERVICE
APTITUDE
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
2
3. 11/18/11
Service
Ap2tude
Test
" “It
doesn’t
apply
to
our
business”
" “We
can’t
do
that”
" “We
already
do
that”
" “We
would
get
taken
advantage
of”
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
Most
powerful
adver2sing?
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
Word
of
Mouth
Word
of
Mouse
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
3
4. 11/18/11
Power
to
the
People
SOCIAL
MEDIA
MADNESS
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
What
are
your
customers?
" Brand Evangelists " 60%
Price
increase
" Staff
hundreds
of
extra
csr’s
to
handle
irate
" Brand Terrorists
customers
" Deal
with
20,000
negative
blog
posters
" 150,000
posts
on
their
Facebook
page
" Brand Assassin " Slow
to
respond
" Excuses
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
LESSON?
1. Think
before
you
roll
out
" $300.00
stock
-‐
$169.00
a
share
2. Address
it
right
away
" 1M
loss
of
subscribers
3. Don’t
make
excuses
4. Make
it
right
Secret
S ervice
S ummit
2 011
Secret
S ervice
S ummit
2 011
4
5. 11/18/11
An
interac2ve
revolu2on
" Internet
reduced
human
interaction
X Commandments
" Explosion
of
social
media,
there
has
been
a
dramatic
increase
in
“human
interaction”
" Will
not
replace
the
necessary
“people
skill”
training
companies
have
to
incorporate.
TO PROVIDING A
" The
cold
Internet
suddenly
turned
into
an
interactive
WORLD-CLASS
revolution
as
people
seek
out
what
everyone
is
up
to.
CUSTOMER
EXPERIENCE
Secret
S ervice
S ummit
2 011
I
Service
Vision
II
III World-Class IV
Non-negotiable Culture Secret Service
Standards Systems
V
Training to Provide a
World-Class Customer
Experience
VIII
VII IV Above &
Zero Risk Implement & Execute Beyond
Culture
IX
Measuring Your
Customer Experience
X
World-Class
Leadership
I
Service
Vision
II
III
II
World-Class IV
World-Class
Culture
Internal Culture
Non-negotiable Secret Service
Standards Systems
V
Training to Provide a
World-Class Customer
Experience
VI
VIII
Above &
Attract, hire and retain only
the people who have the
VII
Zero Risk Implement & Execute Beyond
Culture
IX
Service DNA
Measuring Your
Customer Experience
X
World-Class
Leadership
5
6. 11/18/11
How has your life been affected by
What are some of the most
impactful memories/experiences
of your career?
Who has impacted you the most
and how? How would score your
Profit Center Culture?
Culture Reflects…
Day in the life of an
Iowa80 employee
Leadership
6
7. 11/18/11
Who are the most
committed people?
The better the
CULTURE • Volunteers/Charity • Make no money
• Campaign • Part of a cause
The less PAY • Student athletes • Something bigger
becomes an issue • Direct impact
• Proud
• Team
• “Special fraternity”
• Fight for
Be known for 4 things
If you want to create a
memorable company…
1. Great Place to work
2. Superior Experience Training
3. World Class Customer Experience Employ memorable people
4. Opportunity
Employee Experience Model Turnover occurring?
1. Sourcing • 90 Days
2. Interviewing – Slower process
3. Hiring • 2+ years
4. Orientation – More carrots
5. Skill Training
6. Six month review
7. One year review
8. Never/Always
7
8. 11/18/11
SEATCAPO
• SECRET SERVICE
• EDUCATION
• ATTENDANCE
• TEAM
• COMMUNITY
• ATTITUDE
Hiring non negotiables
• PASSION
• OPPORTUNITY
People do not quit companies
They quit managers
8
9. 11/18/11
People need to
EARN THE RIGHT We want to be
to be a part of our
culture & legacy a jerk free organization
It is better to have a team of Employee Experience
superb employees suffer from
temporary overload than to insert Drives Customer Experience
ill-suited people into the team
Internal Benchmarking
We do not hire people with more • Benchmark your best performers
winning qualities than our characteristics
• Compare new candidates to those
competition
We just bring out their
winning qualities
9
10. 11/18/11
Orientation is Critical Orientation is Critical
Psychologist have shown that during It not about policy, breaks and
periods of orientation, people are where the bathrooms are, rather an
particular susceptible of to adopting emotionally compelling orientation
new roles, goals & values. into the company’s values
Orientation is Critical When I hire someone,
A separate event that marks a dividing line that is the time
between the past and the future. That conveys
the message that your work life, your when I go to work
assumptions, even your values are going to be
different from this point forward for them
What is happening on the inside
Experience it Forward of an organization will always be
felt by the customers
10
11. 11/18/11
Want a Stronger Culture? Single most important determinant of an
individual’s performance and
commitment to stay with an organization
Offer an Incentive to Quit
is the relationship the
individual has with he or her
immediate manager.
CUSTOMER
INTELLIGENCE
F Family
What Secret Service are you
O Occupation doing that makes your team
R Recreation members go home feeling like
D Dreams they are lucky to work for you?
Exercise
11
12. 11/18/11
What are you doing
to make your team members The Best Marketing you can have is
feel that choosing to work
for you Happy Employees
was one of the best decisions
they have ever made?
Pre-Shift Huddles Employees Evangelist
• 25% of staff • Proper hiring of people that were not
1. Happenings
– Call offs
looking for jobs, rather liked the company
– Focuses beforehand
– Specials
• and demonstrated genuine hospitality
2. Service Vision
– Pillars
– Never/Always
– Service Defects
3. Above & Beyond story
Employees Evangelist
• Company Orientating –
• Don’t put people in your company, rather
your company in your people
12
14. 11/18/11
Do happier people work
harder?
• Employee motivator study
• 64,000 Employees
– Making progress in meaningful work #1
• 669 Managers
– Supporting progress LAST
14
15. 11/18/11
What Motivates Employees? Better performance & personal satisfaction
• Autonomy
• Mastery
• Purpose
· Sourcing·
SERVICE DEFECTS Standards Day Making
Employee Experience Model • Establish JR Brand • Instructor
• Attract wrong fit
1. Sourcing employee • Strong relationship Appreciation Night
• Reactive hiring w/schools • Open House
2. Interviewing versus proactive • Constant presence • Career Counseling
in schools
3. Hiring
• Incentives for
4. Orientation existing team &
guests to refer
5. Skill Training • Guests Are
6. Six month review candidates
• Recruitment pkg
7. One year review – Letter
8. Never/Always – Articles
– JR 1-Sheet
Orientation
Interview Process SERVICE DEFECTS Standards Day Making
SERVICE DEFECTS Standards Day Making • Orientation late • New hire celebration
• Policies late and brief • New Hire Banner
• Clear expectations • SS profiling on • Not enrolled • Orientation immediate
Ø Lack of information
• Non negotiable Observation day • No understanding of • Picture & bio in
Ø Lack of expectations
explained why we do things paychecks
Ø Not right fit for the • Recommendation • No understanding of • History, legacy & Long term goals
position • Reputation & legacy to other salons JR Heritage policies Hit something on
Ø Not right fit for the • Thorough interviews • No respect for culture • Legacy Test Secret your personnel
company • Observation days • No respect for service class profile sheet
Ø Looking for best • Pit falls discussed reputation • JR Scavenger Hunt
offer • Meet role models • Not recognizing • History portfolio
negative actions • Frequently asked ?’s
Ø Perfect job • Other salons they
• Late • Enrolled & educated
perception should interviewed
• Not interested • Excited about their
Ø Not comfortable on • Send congratulations future w/jr
observation day card
• JR Memorabilia
• Fill out Personal
profile sheet
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16. 11/18/11
First 90 days
SERVICE DEFECTS Standards Day Making
• Overwhelmed
• Alone
•
•
Banner in employee
lounge
Caught card
• Caught You Employee’s
Doing
• Feeling of
ignorance
•
•
•
Boot camp
Baby steps
Tests
Something
Right Cards
Bill of Rights
• Screwed up
• Goal setting
• Poor direction • Mentoring
• No nurturing
• Brain overload
•
•
m/w 15-30-60-90 days
Salon meeting
BURDEN OF THE BRAND
• Celebrate Minor
• Anxiety
victories
• Nothing like • Best job ever
envisioned • Clear direction
• People are not • Opportunities for
friendly growth
• Role models & support
systems
NEVERS/ALWAYS
Grudge Buy
Two most important words in a
Service Recovery mindset?
Compassion & Empathy
16
17. 11/18/11
World Class Leadership
1. Would you work for you?
2. Could you prosper working for a person
like you? Find something you
3. Would you allow your son or daughter to
work for someone just like you?
love so much,
you can’t wait for the sun to rise
Leaders are fascinated by the future, As a leader you are never satisfied
you are a leader if, and only if, with the present, because in your
you are restless for change, head you can see a better future, and
impatient for progress, and the friction between what is and
deeply dissatisfied what could be burns you, stirs you,
with the status quo. propels you forward.
17
18. 11/18/11
World Class Leadership
1. Passion
2. Determination
Make a dent in the universe 3. Sell your dream
4. Dream Maker
5. Give the Gift
Purpose
PERSONAL
To live an extraordinary life
SERVICE
VISION
so countless others will as well
Professional
Personal
Personal Family Health Professional
Business Team
Development
Relationships Self Esteem Diet
Spiritual Role Model Exercise Learning
Vision Sell Vision
Give More Fun Mind Network
Plan Opportunity
Goals
Charity Encouragement
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19. 11/18/11
Did I utilize the potential I had inside me to…
• Spouse
• Children
• Leadership Team PERSONAL
• Employees
• Customers
• Friends SERVICE
VISION
• Family
• Community
Did I utilize the potential I had inside me Did I utilize the potential I had inside me
to make my children feel that were the to help my customers gain an unfair
most special human beings ever born? competitive advantage? Did I deliver
That they could accomplish anything more than what they were expecting? Did
because they believe in their own ability they feel like I was one of the best
and have phenomenal self esteem because investment that they have ever made?
of the way I made them feel everyday?
Did I utilize the potential I had inside me
to help my company achieve its potential.
Did I make my vision and purpose of why
our company exist and find away to
articulate that message to my team and
get them to understand the critically
important roles they play in that vision?
19
20. 11/18/11
Risk More • than others think is safe
than others think is wise
Care More
than others think is practical @JohnDiJulius
Dream More
blog.thedijuliusgroup.com
than others think is possible
Expect More
thedijuliusgroup.com
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