Delivering Exceptional Customer ServiceDavid Carrithers

IFMA New Mexico

September 10, 2009

Why A Spirit Of Serving Customers Matters?

"UNITED BREAKS GUITARS"

5,437,945 views http://www.nbcchicago.com/news/local-beat/United-Breaks-Guitars-a-Smash-Hit-on-YouTube.html

http://www.youtube.com/watch?v=5YGc4zOqozo

My Views Of Customer Service

Supporting Over 60,000 Buildings

Another Name For This Conversation…

Silence is not golden.

Facilities Management & Customers?

? ?

Tale Of Two Facilities

The Impact Of Facilities On Perceived Customer Service & Value

Sharing One View

The Struggle Between…

The Needs of the Facility and the Customer

The Business and the People

The Rules and the Relationships

Customer RetentionWhy Businesses Lose Customers

Source: American Society For Quality

Service Profit ChainLinking Employees and Customers

Share What A Bad Experience Can Mean? Have you ever had poor customer service? People not living up to their commitments? Not recognized or listened to? What they said didn't match what they do?

The Friendliest Store In Town

When You Hear Strategic Relationships What Comes To Mind? Employees? Peers / Site Team? Subcontractors? Clients? End Users (our Clients’ Customers)? Internal Customers? External Customers? Industry Associations & Contacts?

What Is The Customer Buying?

Need To Ask Yourself?

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Are They Buying?

Materials Handling? Concrete?

Project Management?

Cheap Construction?

A Buddy?

Estimating? NO

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Relationship Words…

To exceed our customers expectations by providing high quality, responsive construction and facility operations services with empowered professional employees.

Build relationships that withstand the test of time by keeping our promises and honoring our commitments.

Customer Satisfaction is the Measure of Our Success!

Our Clients Are Buying Our Mission

The Client Wants A Relationship That Performs…

What Our Clients Are Buying?

Professional Customer Service with repeatable, predictable and positive outcomes

Different kind of construction relationship Not Status Quo Responsive, safe solutions and innovation Construction experts that can be trusted to do what is right &

watch out for the client’s interest first Responsive and timely communications Transparency in decisions, work, results A flexible resource pool and experience base

We Must Live Our Mission And Values!

YES

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Customer Focus Of Our BrandCentennial Objective: Driven to provide solutions that allow our customers to look like heroes and remove the conflict & stress out of construction projects.

To be the trusted advisor of our clients.

Start Thinking About Customer Satisfaction?

Searching For The Perfect…

Customer

Better Marketing Attracts Right Customers

?

?

?

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We have Strategic Relationships on multiple fronts (employee, clients, subcontractors, partners) and encounter them every day. For the purpose of this presentation we are focusing on Strategic Relationships with our current customers. Our premise: Those contracts with excellent customer strategic relationships achieve higher gross margins.

Relationships At Heart Of Value Statement

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Relationships Define Us

Our Competitive Advantage

Tools To Help CS Culture Take Root

Zero Punch

List Club

4.0 Club

100% Club

Customer Service

Stand Downs

One On One Sessions

Customer Satisfaction Surveys

Stories

We ShareNew Employee

Orientation

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Continually Evolving Customer Focus

Program Alignment System for Success

Welcoming New Clients

How Do You Listen?

A Crash Class In CS For Me

When Things Go Wrong

http://www.hulu.com/watch/5528/kitchen-nightmares-theres-a-fly-in-myeverything

Be Honest With Yourself – Look Around You, Respond!

Customer Satisfaction Is Owned By All

Customer Service For Centennial A Culture Of Service Decision Making Close To Customers Not Just Responding – Thinking For Them Training Efforts To Improve Skills Rewards Programs To Drive Behavior Everyone On The Team Responsible For CS Empowered To Make A Difference You Are Not Alone – Reach Out For Help

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0

0.5

1

1.5

2

2.5

3

3.5

4

CSS Average

2006 2007 2008

Highest 10

Lowest 10

We looked at the 10 highest and 10 lowest Gross Margin % contracts in 2006, 2007 and 2008 YTD (volume above $2M) and compared them with their Customer Satisfaction Survey Scores.

Strategic Customer Relationships Drive Success

Relationship Value GAP

So What Do You Think The Difference Represents Between The Top & The Bottom?

Found In Customer Satisfaction Data Hard skills drive higher overall customer

satisfaction scores until @ 3.7 To get 3.7+ rating, need to concentrate on

the softer skills: Attitude and cooperation Communication Honoring commitments Value for money Office staff management

[From a correlation analysis of 748 surveys covering 4 years]

Key ThoughtThe Soft Stuff

Is

The Hard Stuff

It Starts With Communications!

Listening To Your Customers’ Suggestions See the big picture. Ask yourself, "Is this a onetime event, or

indicative of a trend?” Think strategically about your customers'

businesses, find ways to help them cut costs and increase profits.

Go beyond supporting the physical building, or selling your services, make yourself valuable to your customers as an advisor.

Be a student.

Five Dimensions to Quality Customer Care

(defined by customers)

1. Reliability

2. Responsiveness

3. A Feeling of Being Valued

4. Empathy

5. Competency

Customer Service is not a technique, it is a mindset.

The Things that Customers WantSource: "Customer Retention in a Week", Jane Smith

Customers will come back if:

Your keep your promises

You are willing to help

You inspire confidence

Your treat customers as individuals

You make it easy for customers to do business with you

All the physical aspects of your product or service give a favorable impression

Oh The Nail..

Remember…

Silence is not golden.

Thank You!David Carrithers – VP MarketingCentennial Contractors 8500 Leesburg Pike, Suite 500Vienna, VA 22182dcarrithers@cce-inc.com 707-484-3620www.CentennialNOW.com

Lisa Cooley, LEED APSr. Manager of Market DevelopmentCentennial Contractorswww.cce-inc.com Office: 505-296-8577Cell: 505-239-3446Fax:  505-296-8067E-mail: lcooley@cce-inc.comAddress :4113 Eubank NE, Ste. 300Albuquerque, NM  87111