raving fans hofstra 11 30-10
DESCRIPTION
TRANSCRIPT
Sal Ferro
President/CEO
November 30, 2010
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
A controlled, sustainable growth philosophy
Recruit, hire and retain the best employees
Leverage your existing customer base
What is the purpose of this training?
Recruit, hire and retain the Best Employees
Leverage your existing customer base
This is all based on customer service
“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
Quality? Speed? Taste? Cleanliness? Price? The Experience
Bad
Good (average)
Raving Fan
Service From Hell
Good/Average Service
Raving Fan Service
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
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
The knowledge and desire to improve and exceed client expectations.
The vision of who you want to be.
The systems and processes in place to execute the vision.
Your blueprint to create and maintain Raving Fans.
The everyday follow through
Managing the moments of every service opportunity.
It takes Raving Fan Champions.
“The purpose of a business is to create customers that create
customers.”Shiv Singh
Social Media Marketing for Dummies
Customer Service
Customer Feedback
Online Advocacy
Make it fun and personal…
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
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.
You’re ready to create
your own Raving Fans!
