“ people don ’ t care how much you know until they know how much you care. ”
DESCRIPTION
The Danny O ’ Malia Customer Service Experience. “ People don ’ t care how much you know until they know how much you care. ” Joe O ’ Malia, circa 1966. “ laser technology from mars... Customer service from Mayberry! ” -Ossip Optometry. www.ossip.com. Poor Culture = POOR SERVICE!. - PowerPoint PPT PresentationTRANSCRIPT
“People don’t care how much you know until they know
how much you care.”Joe O’Malia, circa 1966
The Danny O’Malia Customer Service Experience
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“laser technology from mars...
Customer service from Mayberry!”
-Ossip Optometry
www.ossip.com2
Poor Culture = POOR SERVICE!
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You Can’t TEACH Culture…………………….
*You have to LIVE it. *You have to EXPERIENCE
it. *You have to SHARE it.
*You have to SHOW it
-Brent Harris, Nordstrom Exec. 4
“Our light shines brighter when it isn’t
on.”
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Dan CathyChick-Fil-A,
Son of Founder Truett Cathy
NORDSTROM'S INVERTED ORGANIZATIONAL PYRAMID
Sales and Support Staff
Department Managers
Store Managers, Buyers, Merchandise Managers,
General Managers, Board of Directors
Sales and Support Staff
Department Managers
Store Managers, Buyers, Merchandise Managers,
General Managers, Board of Directors
*Customers*
Nordstrom's Rule: "Use good judgment in all
situations!" 6
RULES
…Give employees another reason to say “no” to customers. That’s
why we HATE RULES!
-James Harris, Nordstrom V.P. Shoe Sales
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“I before E except after C...”
WEIRD
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"Failure's only failure when you fail to learn by it.”
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-John Morgan, George W. Bush Impersonator
John Ruskin on Value
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" Someone can always make something a little cheaper and a little worse. If you shop price alone, you're that man's lawful prey."
-John Ruskin, 1820-1900
Value + Quality + Service Price
“PRICE is WHAT you pay. VALUE is WHAT YOU GET for WHAT YOU PAY. Then below that:
-John Ruskin, 1820-1900
David Master’s Trust Equation
T - C+ R + I divided by S
T = TRUSTWORTHINESS C = CREDIBILITY
R = RELIABILITY I = INTIMACY
S = SELF ORIENTATION
p. 69 of THE TRUSTED ADVISOR
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“And if one gains the immediate purpose of the lie - the price one
pays is the destruction for that which the game was intended to serve.
The man who lies to the world, is the world ’s slave from then
on.”
-Henry “Hank” Rearden,One of two main business
protagonists in atlas shruggedPg. 788
"The secret of my business was hiring nice people and then allowing them to be
as nice as they can be.”
-Mary Kay Ash
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EMPOWERMENT
"Employees should never fail to act out of fear of losing their jobs.” -SATISFACTION, p. 175
"People like dealing with people in AUTHORITY.” -SATISFACTION, p. 173
“There is no expiration date on a bad experience.“-SATISFACTION, p. 131
(Check out the Ameri Suites Disaster on pp 170-172 of SATISFACTION )
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"In my opinion,
must send its people to
HATE SCHOOL so they learn to hate suppliers. The are extremely
confrontational. After dealing with Ford, I decided not to buy its
product."
-Senior Executive, Anonymous Ford SupplierTrust Based Selling p. 185
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"I'm not looking for great players...I'm looking for players that make the TEAM great."
-John Wooden
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”You can accomplish anything in life provided that you do not mind who
gets the credit.”
-President Harry Truman
"The BEST customer is THE ONE YOU ALREADY HAVE.”
-Dick Schaaf
Lifetime Value of loyal O'Malia Food Markets customer with 3 children
from 1966 to 2006:• 20 years X 50 weeks X $150/ week• 20 years X 50 weeks X $100/ week
SPENT $250,000 AND-- many were RAVING FANS/ ADVOCATES! Even
more valuable than just the dollars!18
"Companies can boost profits by almost 100% by retaining just 5% MORE of
their customers.“
Frederick F. Reicheld and W. Earl Sasser,
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The best way to eliminate an enemy...is to turn him into a friend.”
-Abraham Lincoln
• Handling complaints/making lemonade out of lemons
• Turning potential assassins into raving fans/advocates
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Joe O Handling complaints: 1975 1. Don't give the job to anyone not named O'Malia2. Don't give job to anyone who can't handle the problem.3. YOU keep the job as long as possible (1975-2006)4. Goal: 2 compliments to 1 complaint. Turned out to be 3 to 1!5. Return all calls UNBELIEVABLY FAST!6. Don't take it personally.7. LISTEN! Let them vent.8. Ask appropriate questions.9. EMPATHIZE!10. Follow up. ALL THE WAY!11. Remember it's an OPPORTUNITY to make
lemonade out of lemons!
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A quote worth remembering and repeating:
“Reputations are built by CUSTOMER ADVOCACY and advocates are created ONE
CUSTOMER AT A TIME!”
-SATISFACTION, p. 48
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The customer Service Hall of Shame
Sprint 40%Bank of America 30%
AT&T 29%Citibank 26%Wal Mart 24%Verizon 23%
Wells Fargo 22%Direct TV 21%
30% Banks; 30% Cable TV; 30% Phones: 10% Retail
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Top 5 Reasons behind Advocacy & Assassin Stories:
Advocacy Story:1. Above & Beyond Service 47%
2. Long term Act (short term loss) 27%3. Courteous/ Empathetic 18%
4. Great Product/ Service/ Quality 11%5. Low Price 9%
Assassin Story:1. Poor Product Quality 20%
2. Unwilling to Fix 19%3. Disinterested Service 17%
4. Rude 16%5. Short Term Thinking 11% 24
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“…they know that there is no such thing as a lousy job - only lousy men who don’t care to do
it.”
-Ellis Wyatt, one of the business
heroesPg. 661
"Everyone can be great because everyone can serve.”
-Reverend Martin Luther King 26
"I don't sit at cab stands any more... I BOOK APPOINTMENTS!”
-Dennis the Cabbie from RAVING FANS.27
The Danny O’Malia Customer Service Experience
Questions? Comments?Feel free to contact me!
Phone: (317) 413-9062
E-mail: [email protected]
www.indystrustedservant.com
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