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Engage Your Team to Improve the Customer Experience

Aligning Staff with Mission and Values

“If we roll out the carpet for billionaires, they won’t even notice. If we roll it out for millionaires, they expect it. If we roll out the red carpet for thousandaires, they appreciate it. And if we roll out the red carpet for hundredaires, they’ll tell everyone they know!” Garrett Richter, CEO First National Bank of Florida

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Plumbers on the Red-Carpet

Ruby Receptionists

•  Nailed the Basics •  System Works •  Friendly, Upbeat •  Communicative •  Build Relationships •  Committed to WOW!!!

Doubled In Size on Referrals alone during worst Year of Recession

Asheville, NC * 800-519-0434 * www.donnacutting.com * Donna@RedCarpetLearning.com

Angry Customers

Dissatisfied

Satisfied

Delighted

Advocates (Raving Fans)

Wild Wednesdays at Western Bank Salmeron Financial Services…WOW!!!

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What Makes It an EXPERIENCE?

Emotional Connection and Consistency Every Customer Every Employee Every Touch-point Every Single Time

Your Customer Service is only as good as your least engaged employee. ~

@donnacutting

Road-Map to Red-Carpet Service

•  Expect •  Excite •  Engage •  Empower •  Encourage •  Evaluate •  Extend

Expect

•  Smile, Look ‘Em In the Eye & Call them By Name

•  Provide a Friendly Greeting •  Immediately Assist & Go the

Extra Mile •  Remain Present to the

Customer •  Imagine, Discover & Delight! •  Take Pride in Appearance,

Property and People

Ruby Receptionists GROW Room is wallpapered With their VALUES!!!!

It’s all About Values, Culture & Expectations

•  Zappos – 7am start. Period. No lateness or missing the day tolerated. (on the other hand MLW’s….)

•  Mather LifeWays: Team Members get toys to anchor each MLW’s Value.

Transformation: Play-Dough Purposeful: Toy Car (we are in it to win it!)

Possible: Puzzle (everything is possible and can be solved with patience and guidance.

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EXPECT it of Yourselves

Lead By Example Watch your: Behavior Words Thoughts And hold that Vision

Expect – If You Treasure It, Measure It!

•  Get a Baseline Measurement •  Simple Surveys •  Number of Referrals •  Tour to Close Ratio •  Number of Positive Comment Cards

Excite Excite

No More Data Dump!!!

Magic Question #1: How do you want your new hires to FEEL after they before, during and after their orientation? (What emotions do you want them to have?)

Magic Question #2: Does your current process Provide that feeling?

People will forget most of what you tell them….but they will always remember the way you make them feel!!!

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1.  Glad you chose them!

2.  Glad they chose you!!

Your Orientation Should Accomplish….

1.  Make them Glad you chose them and Glad they chose you!

2.  Tell your Organization’s Story and Introduce new Team Members to Your Culture

3.  Provide insight into company-wide policies and procedures.

4.  Introduce your Leadership Team

Create Presentations that Allow for EVERY Learning Style

•  Visual •  Auditory •  Kinesthetic

Engage

•  Customer Experience Contest •  Stop, Start, Continue •  Red-Carpet Champions •  Milestones •  1000 Red-Carpet Stories Worth Sharing! •  Walk the Floor – Interact Day

Empower

•  Give Them Training •  Practice Skills •  Leadership Development •  Give Clear Boundaries •  Give Them Permission

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Two Reasons Why People That Work For You Won’t Do What You Ask

1.  They don’t feel what’s being asked of them is

reasonable

2.  They recognize they don’t have the knowledge, tools, resources or PERMISSION they need in order to accomplish what you’re asking.

Empower Them!

People Rise to the Level You Expect of the Them Encourage

•  Recognition •  Pre-Shift Meetings •  Stories •  Coaching •  Red-Carpet Rallies

Encourage

• Specific • Sincere • Spontaneous • Soon ”

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WOW! Patrol

21 Days of Thank You

•  What Successes Did I have today?

•  Who Did I get to Know? What did I get to Know About them?

•  Who did I Catch Doing Something Right?

•  Who did I Thank? How did I Thank them?

Evaluate

•  Measure your Results •  Inspect What You Expect •  On-the-Spot Coaching •  Performance Reviews •  Rinse & Repeat

Extend

•  It’s All in the Casting •  Orientation & On-Boarding •  Creative Communication •  Continuous Improvement •  Leadership Development

Step Over the Velvet Rope

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