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BIFM Merseyside: Delivering a Great Customer Experience Mark Whittaker BIFM North

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BIFM Merseyside:

Delivering a Great

Customer Experience

Mark Whittaker

BIFM North

2 | 2016 Key Learning Event – Delivering a great customer experience

Welcome & Thanks

3 | 2016 Key Learning Event – Delivering a great customer experience

Twitter

Today’s event: #bifmkle @BIFM_North @fm_edgehilluni @Whitbags @jamiecarillion @hancoxw

o Join us by creating an event or communicate an activity

celebrating facilities management during the week 11-15 July

2016

o You can add your events to the Global FM events map

o You can request World FM Day marketing materials to support

your event from BIFM or visit www.bifm.org.uk/wfmd

o Let us know about your plans either via social media or

[email protected] and we will endeavour to support

o Follow @WorldFMDay use #WorldFMDay

14 Categories Deadline 27 May 2016 www.bifmawards.org

YOUR CHANCE TO SHOWCASE YOUR FM TALENT, IMPACT AND ACHIEVEMENTS

Headline Sponsor

2016 Categories

Newcomer of the Year Free, enter/ nomination

Manager of the Year (NEW)

Free, enter/ nomination

Leader of the Year (NEW)

Free, enter/ nomination

Lifetime Achievement Free, nomination – deadline 29 July

Learning and Career Development Team of the Year

Brand Impact Impact on Customer Experience Impact on Organisational Performance (NEW)

Impact on Sustainability Societal Impact

Workplace Impact

Innovation in Technology and Systems New Product or Service of the Year

www.bifmawards.org

8 | 2016 Key Learning Event – Delivering a great customer experience

Future Events

Today’s Event

10 | 2016 Key Learning Event – Delivering a great customer experience

How dynamic are we as an industry?

11 | 2016 Key Learning Event – Delivering a great customer experience

There was a time……

12 | 2016 Key Learning Event – Delivering a great customer experience

Where are we now?

13 | 2016 Key Learning Event – Delivering a great customer experience

Where are we now?

14 | 2016 Key Learning Event – Delivering a great customer experience

How do we currently measure performance?

15 | 2016 Key Learning Event – Delivering a great customer experience

Customer Feedback: The Pitfalls?

16 | 2016 Key Learning Event – Delivering a great customer experience

Let’s get some meaningful data

17 | 2016 Key Learning Event – Delivering a great customer experience

Introduction to today’s speakers

FM Customer Service Excellence Jamie McDonald, Customer Experience Director

Carillion plc 25th May 2016

The 60 second Challenge

• 30 seconds: think about the last time

you personally received an awesome

Customer experience?

• 30 seconds: tell the person next to you

about it and why it was so memorable,

and let them tell you their story

Carillion Customer Care Model

Carillion Customer Care Model

Carillion Customer Care Model

Everybody is an FM Customer

Be wildly Accessible

Customer Experience Principles

Every member of your team is a

Customer Service Manager

Carillion Customer Care Model

Everybody is an FM Customer

Be wildly Accessible

Measure what

everybody thinks

Customer Experience Principles

ServExcel: FM Customer Measurement

Everybody is an FM Customer

Be wildly Accessible

Measure what

everybody thinks

Keep learning,

but outside of FM as

well

Customer Experience Principles

Everybody is an FM Customer

Be wildly Accessible

Measure what

everybody thinks

Keep learning,

but outside of FM as

well

It’s all about your

team

FM Customer Experience Principles

Everybody is an FM Customer

Be wildly Accessible

Measure what

everybody thinks

Learn from outside of

FM

It’s all about your

team

Customer Experience Principles

Our Customer Experience Centre

15

UK’s largest

FM Helpdesk Hub

24/365

Key back-office

& support hub

The heartbeat

of our services

Everybody is an FM Customer

Be wildly Accessible

Measure what

everybody thinks

Learn from outside of

FM

It’s all about your

team

Customer Experience Principles

FM Customer Service Excellence Jamie McDonald, Customer Experience Director, Carillion

Liverpool: 25th May 2016

BIFM NORTH (MERSEYSIDE) NETWORK WEDNESDAY 25 MAY 2016

The FM WayMaking A Difference #MAD

1

“If you don’t know me by now…..” (Mick Hucknall)

2

“A satisfied customer. We should have him stuffed.” (Basil Fawlty)

3

A basic assumption?

Stating the bleedin’ obvious?

“happiness, happiness, the greatest gift, that I possess” (Ken Dodd)

4

Culture

“Culture eats strategy for breakfast” (Peter Drucker)

5

Sustainability – the capacity to endure

“Everyone’s a winner, baby, that’s no lie… ” (Errol Brown)

6

Engaged staff Non-engaged staff

59% are innovative in their role 3% are innovative in their role

2.69 days sickness 6.19 days sickness

70% understand the business 17% understand the business

67% act as an advocate for their organisation 3% act as an advocate for their organisation

78% recommend their organisation to others 13% recommend their organisation to others

70% have confidence in the leadership of the organisation 6% have confidence in the leadership of the organisation

D McLeod, Engaging for Success

“And our survey said……..X ” (Bob, Les and the other fella…..)

8

Which words spring to mind when you hear the

word culture?

• People

• Values

• Beliefs

• Behaviours

• Attitude

• Yoghurt!

“Blood, sweat and tiers…..”

9

“The writing is on the wall…..”

10

“If I had to sum up 2015 for FM in a sentence or phrase, it would be ‘we are

all clearly MAD’ - #MAD” (Bill Hancox, Annual Report to the Board 2015)

11

Put the customer first! Be passionate about

service Act as one team

Demonstrate responsibility and

ownership

Be confident, receptive and willing to learn

Look at things from our customers’ perspective

Surprise and delight our customers with great service

Respond in a timely manner to meet our customers’ needs

Build a relationship and trust with our customers

Keep customer communication clear and direct

Solicit customer feedback to provide insight and help us to develop our services

Be passionate about our services, our customers, and our University

Display a positive attitude to our services, demonstrating support for our colleagues

Contribute ideas and suggestions to develop our services further

Celebrate and publicise our successes

Work effectively together as one team

Bring energy, enthusiasm and commitment to the team

Support and trust each other

Make decisions together

Recognise and utilise the diverse skills and attributes within the team

Resolve any conflict constructively and quickly

Ensure understanding and clarity about our roles and your responsibilities

Agree realistic and achievable objectives and take responsibility for meeting them

Be willing to receive requests from colleagues and customers and ensure the completion of tasks

Avoid making excuses, identifying solutions instead

Fulfil our promises

Give honest, fair and direct feedback

Be open to feedback from others

Listen objectively without prejudice

Be confident and voice our opinions and concerns

Provide a balanced view

Contribute and communicate effectively at meetings and working groups

Take responsibility for our own self development

Continually strive for superior performance

Making A Difference #MAD

5

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1

“Excellence comes as standard?” (a leading car manufacturer)

12

• Develop an individual Personal Development Plan based on the FM Mission, Vision and Values

• Include FM Induction bite-size sessions/modules in Personal Development Plan

• Ensure T&D relates specifically to FM Mission, Vision and Values (behaviours that show you care!)

• Develop and embed a Core Competency programme based on the FM Mission, Vision and Values

• Ensure Performance Review Objectives relate specifically to FM Mission, Vision and Values (behaviours that show you care)

• Conduct quarterly reviews and maintain dialogue based on FM Mission, Vision and Values

• Focus on attitudes and behaviours in relation to the FM Mission, Vision and Values

• Develop and review Personal Development Plan

• Review customer and peer feedback in relation to the individual performance within the context of the FM Mission Vision and Values

• Develop formal FM Induction Pack to include the FM Mission, Vision and Values

• Develop a formal structured mandatory FM Induction Programme to include ‘essential’ and ‘desirable’ tailored bite-size sessions/modules relating to the FM Mission, Vision and Values

• Ensure Probationary Objectives relate specifically to FM Mission, Vision and Values (behaviours that show you care!)

• Ensure Probationary Objectives include the completion of ‘essential’ FM Induction bite-size sessions/modules (above)

• Include a reference to the FM Mission, Vision and Values in the job advertisement and throughout recruitment process

• Ensure Person Specification and Job Description reflect the FM Mission, Vision and Values

• Provide applicant introduction to the FM Mission, Vision and Values

• Introductory letter as part of interview/assessment process

• Oral introduction on interview/assessment day

• Base questions and assessment on FM Mission, Vision and Values

• Base presentation on FM Mission, Vision and Values

• Highlight expected behaviours – behaviours that show you care! Recruitment

& selectionInduction & probation

Training & development

Performance Review

“Are we nearly there yet?”

13

# 3BL

#triplebottomline

#mindfulleadership

#consciousbusiness

“Employees attitudes and behaviours are even more important to

customers than they were 5 years ago” (UKCSI 2016)

14

39,000 customer responses from

across the UK

Top 5 customers’ priorities:

Competence of staff (in person)

Staff doing what they say they will do

Competence of staff (over phone)

Helpfulness of staff (in person)

The handling of the complaint

a great employee experience = a great customer experience

“Focus on your people, not your profits, and you will ultimately be

very profitable indeed” (OBLIQUITY – John Kay, Economist).

15

“Respect is how to treat everyone, not just those you want to impress” Richard Branson

“To make customers happy, we have to make sure our employees are happy first.” Tony Hsieh, CEO Zappos

“I came to see, in my time at IBM, that culture isn’t just one aspect of the game, it is the game. In the end, an

organization is nothing more than the collective capacity of its people to create value” Louis Gerstner, CEO IBM

“No company, small or large, can win over the long run without energized employees who believe in the mission

and understand how to achieve it” Jack Welch, CEO General Electric

“Always treat your employees exactly as you want them to treat your best customers” Stephen Covey, educator,

author, businessman

“You can design and create, and build the most beautiful place in the world, but it takes people to make the dream a

reality” Walt Disney

“He who asks a question is a fool for a minute, he who does not

remains a fool forever” (Chinese proverb)

16