This document appears to be a presentation given by Sal Ferro, the President and CEO of a remodeling company, about creating customer loyalty and "Raving Fans." The presentation covers establishing a vision for customer service excellence, understanding customer expectations, developing systems and processes to consistently deliver superior experiences, and empowering employees to manage customer interactions. The overarching goal is to recruit, hire, and retain top employees while leveraging existing customers to obtain new business through word-of-mouth referrals.

1. Sal Ferro
President/CEO
November 30, 2010

2. History
 Established in 1946, over 60 years in business
 Began as a painting company and transitioned
to a full service remodeling company
 Focused on Long Island with businesses in New
Jersey and Westchester
 2001 Birth of Raving Fans

3.  A controlled, sustainable growth philosophy
 Recruit, hire and retain the best employees
 Leverage your existing customer base

4.  What is the purpose of this training?

5.  Recruit, hire and retain the Best Employees
 Leverage your existing customer base
 This is all based on customer service

7. “Your customers are only satisfied because
their expectations are so low and
because no one else is doing better. Just
having satisfied customers isn’t good
enough anymore. If you really want a
booming business, you have to create
Raving Fans.”
~ Harvey Mackay

8.  Quality?
 Speed?
 Taste?
 Cleanliness?
 Price?
 The Experience

9.  Bad
 Good (average)
 Raving Fan

10.  Service From Hell
 Good/Average Service
 Raving Fan Service

11.  Found a less expensive product 15%
 Found a better product 15%
 Lack of personal attention 20%
 Service provider rude, unhelpful 45%
Source: Forum Corporation of Boston

12.  Never complain about poor service 96%
 Never return 90%
 Tell at least 9 others of dissatisfaction 100%
 Tell at least 20 other people 13%
 Will do business again if problem resolved 70%
 Do business if problem resolved on the spot 95%
Source: TARP (Technical Assistance Research Programs) White House Office
of Consumer Affairs

13. Vision

14.  The knowledge and desire to improve and
exceed client expectations.
 The vision of who you want to be.

15.  The systems and processes in place to
execute the vision.
 Your blueprint to create and maintain
Raving Fans.

16.  The everyday follow through
 Managing the moments of every service
opportunity.
 It takes Raving Fan Champions.

17. “The purpose of a business is to
create customers that create
customers.”
Shiv Singh
Social Media Marketing for Dummies

18. Customer Service
Customer Feedback

19. Online Advocacy

20. Make it fun and personal…

24. 1. Know your customers
2. How do they rate you?
3. Setting your service windows
“You can’t be all things to all people”
4. Discover the customer’s vision
5. Create your vision
6. Develop a plan
7. Manage and motivate beliefs

25. Deliver a consistent experience to our customers that is
superior to what they expect.
Have a harmonious, enthusiastic environment where
employees at all levels are responsive to our
customers’ needs and react with a sense of urgency
and follow through.
An environment where ethics and values are not
sacrificed, where we listen to and educate the
customer to build value.
Provide our customers great products with no hassles
and superior results.

26. You’re ready to create
your own Raving Fans!