“I’m Here for You!”Customer Satisfaction Campaign

Vesta: The Industry Leader in Customer Satisfaction

Why are we here today?

Vesta’s Board of Directors and leadership team have declared

Customer Service Enhancement

Is Our Number One Goal for 2014!

Other goals include Profitability, Technology, Strengthening & Developing Management Team,

and Business Development

Do we need to be the best? Absolutely!

The world has changed.

Today, customers are able to find our competitors

easily and make their own choices.

We live or die by the customer’s sword. Every way we interact with the

customer makes a difference to our Bottom

Line.

What does this button mean to me?

1. Tells the Customers They ‘Rule’

2. Reminds Me to Focus on Them

Put This In Your Wallet!

The Vesta Vow• Gracious Greetings• Enjoyable Experiences• Fond Farewells

The Vesta Vision• Long-Term

Relationships• Exceptional Solutions• Enhanced Quality of

Life

So What Do You Do For a Living?

“I’m with a leading Property Services firm serving clients from Florida to North

Carolina.”

• Association Management• Facility/Amenity Management

• Finance and Accounting• Commercial Property Management

• Technology Services• Project Management

• Special Events & Programs• Club & Golf Management

• Restaurant and Lounge Operation• Government Service Contracts

& More

High Tech, High TouchVesta leverages technology to enhance

Customer Satisfaction.

“Access your community association documents, meeting minutes, standards, newsletters and more, all with a touch of a button, quickly and simply. Pay your assessment dues and check your account – all via our user-friendly Vesta Vantage app. Vesta will alert you on items that will affect your community and property.  By sending out alert notifications on your phone, Vesta will keep you updated 24/7.  You can be assured that we are here for you.”

The Eagle Eye inspection app, designed for the iPad, is a powerful tool for anyone responsible for the management of facilities and amenities. It’s a paperless inspection checklist, customized for particular needs, that delivers reports in digital document form via email to whomever you choose.

‘Everyone is a Customer, or Should Be’

Residents and GuestsThe Telephone Caller

Vendors (we are their customers too)

Restaurant & Bar PatronsSpecial Event Audiences

Developers of Planned Communities(Even the Invisible Online Customer)

Your Fellow Vesta Team Members

Who else is a customer?

Who is a ‘Customer?’

“A business needs more than excellent products, good

technical service, efficient procedures, and more

competitive prices to win customers.

“It also needs to truly connect with its customers through authentic, human-to-human

interactions that satisfy not only their practical needs, but their

emotional wants.” – Lee Cockerell, in ‘The Customer

Rules’

What is Customer Satisfaction?

• Look sharp, stay on your toes• Make eye contact, smile, be

genuine• Telephone and email etiquette• If you pass the buck, we’re out of

luck• Service NOW, or explain WHEN• Tell the customer, ‘I’m Here for

You’ after you understand their problem, or say it at the end of your call/visit/email.

• “Mr. Smith, I’m sorry, and I’m here for you to work this out.”

• “Mrs. Doe, thank you for calling. Remember I’m here for you. Call any time.”

How Can You Enhance Customer

Satisfaction?

• Incompetence : Nobody seemed to have a clue what they were doing

• Neglected: I was kept waiting and they ignored me

• Guilty: They treated me as though it was my fault

• Failure to follow-up: They never got back to me or I had to chase them.

• The Blame Game: blamed it on the system, the managers, the computers, their suppliers etc.

• Couldn’t be bothered: They were busy and I was an interruption and a distraction from their other work.

Poor customer service feedback would include:

They highlight our mistakes, and trends in our customers’ wants and needs. This

gives us a chance to do better!

• Customers don’t just complain for the sake of it!

• How we manage the complaint is crucial to our reputation and likely determines whether they will do business with us again.

• How would you feel when you make a valid complaint, and the organization/company dismissed, ignored or blamed it on you?

Every Complaint is a Gift

Ever been abused by a customer? Of course you have. Please remember, the issue may be quite legitimate. However,

…• We never know what is going on in that

person’s world; don’t take it personally.• We are in control over how we react and

respond. Don’t respond in anger or irritation.

• Never say, “No!” unless it’s, “No problem!”

• Limit abuse by saying, “Unless we can have a respectful talk, I’ll need to end this conversation and try again another time.”

Abusive Customers

The Vesta Vow calls for:

Gracious Greetings Enjoyable Experiences

Fond Farewells.

Take a moment to think of an example where you exceeded

expectations, or made the client’s experience memorable, or offered a

random act of kindness.

The Last Word• You are part of a sophisticated team.

• Vesta Is the Industry Leader in Customer Satisfaction

• Being the Very Best is a state of mind, and a permanent ethic

• No matter how well I know my job, I can always do better

• Remember how excited you were on your first day with Vesta?

• Recover that excitement, and show it to our customers.

• See you in February for Session Two!