Welcome toWelcome to

“Developing a Fantastic Customer Service “Developing a Fantastic Customer Service Culture”Culture”

Presenters:Presenters: Mark Wilson, CEO, Ryla, Inc. Mark Wilson, CEO, Ryla, Inc.Mike Faith, CEO, Headsets.comMike Faith, CEO, Headsets.com

Moderator:Moderator: Diane Stoneman, Director of Consulting & Training, Diane Stoneman, Director of Consulting & Training, Winning WorkplacesWinning Workplaces

© 2008 Winning Workplaces. May not be reproduced or distributedwithout expressed written permission of Winning Workplaces.

Founded in 2001 by co-owners of Fel-Pro, an auto manufacturer nationally recognized as a leader for progressive workplace practices

Nonprofit committed to helping small/midsize organizations build healthy, innovative and productive work environments

Triple bottom line: Business, People, Community

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SJF Advisory ServicesSJF Advisory Services• Founded 2001 to accelerate positive impact Founded 2001 to accelerate positive impact

enterprise growth via entrepreneurial enterprise growth via entrepreneurial assistance, events, research, building assistance, events, research, building engaged workforcesengaged workforces

• Getting Ready for Equity™ trainingGetting Ready for Equity™ training

• Annual Cleantech CEO Panel June 11, Annual Cleantech CEO Panel June 11, 2008, New York2008, New York

SJF VenturesSJF Ventures• Growth stage positive impact venture capital Growth stage positive impact venture capital

fund, founded 1999fund, founded 1999

• Focus on cleantech, consumer products, Focus on cleantech, consumer products, tech services sectorstech services sectors

• 20 portfolio companies: Ryla, groSolar, 20 portfolio companies: Ryla, groSolar, IntechraIntechra

SJF: Serving EntrepreneursSJF: Serving Entrepreneurs Anne Claire Broughton, Senior Director Anne Claire Broughton, Senior Director

Today’s AgendaToday’s Agenda

• Tale of two companiesTale of two companies

• Philosophies and practices Philosophies and practices

• Impact on business and workforceImpact on business and workforce

• Lessons learned Lessons learned

• Questions from audienceQuestions from audience

Developing a Fantastic Customer Developing a Fantastic Customer Service CultureService Culture

Featured Business LeadersFeatured Business Leaders

Mark Wilson, CEOMark Wilson, CEORyla, Inc.Ryla, Inc.

Mike Faith, CEOMike Faith, CEOHeadsets.comHeadsets.com

Ryla, Inc.Ryla, Inc.

Founded in 2001Founded in 2001 Provider of global Provider of global customer contact customer contact solutions, Kennesaw, GAsolutions, Kennesaw, GA

400 employees400 employees

Finalist Top Small Finalist Top Small Workplace 2007Workplace 2007

Two Fantastic FirmsTwo Fantastic Firms

Headsets.comHeadsets.com

Founded in 1997 Founded in 1997 Internet/Catalog specialist Internet/Catalog specialist retailer of telephone retailer of telephone headsets, San Francisco, CA headsets, San Francisco, CA

50 employees50 employees

2006 Best Boss with 2006 Best Boss with Fortune Fortune Small BusinessSmall Business Magazine Magazine

Mark Wilson, CEOMark Wilson, CEO

Ryla, Inc. Ryla, Inc.

Lead provider of global customer contact solutions

Niche in quick ramp-up solutions: crisis response and seasonal retail support

VC – Frontier Capital, Ed Crutchfield and SJF Ventures

MBE certified by the GMSDC

About Ryla, Inc.About Ryla, Inc.

70% inbound, 20% outbound and 10% back office deployed via IP-based solutions

400 FT employees; seasonal projects scale up to 1,000+

73% employee retention rate

Campus: 1,500 workstations, Command Centers, client workstations and subsidized employee cafeteria

Ryla, Inc.Ryla, Inc.

A sampling of clients

Key Difference #1: Small Yet Big

Small Company Benefits…

Responsive & resourceful

Accessible: flat organization

Open door policy

Customized solutions

Friendly, family-like

atmosphere

… yet BIG Company Advantages

• Consultative approach with clients

• Deliver value-add innovation with customized vs. ‘cookie cutter’ solutions

• Invested in advanced technology platform for industry

• Proven methodologies

Key Difference #2: The People FactorKey Difference #2: The People Factor

Ten Keys to RetentionTen Keys to Retention

1. Get Buy-in to the Vision1. Get Buy-in to the Vision - Instills hope & loyalty- Instills hope & loyalty

2. Stay Connected2. Stay Connected - Company ‘huddles’ for info sharing- Company ‘huddles’ for info sharing - 1st name basis- 1st name basis

3. Create Great Work3. Create Great Work EnvironmentEnvironment

- Natural light, plants, - Natural light, plants, - Unique spaces, “Quiet lounge- Unique spaces, “Quiet lounge””

Best Job You’ve Ever HadBest Job You’ve Ever Had

Key Difference #2: The People FactorKey Difference #2: The People Factor

4. Reward Performance4. Reward Performance - Ryla Score, MVP, Circle of Excellence, Executive Roundtable- Ryla Score, MVP, Circle of Excellence, Executive Roundtable

5. Be Clear on Your Non-negotiables5. Be Clear on Your Non-negotiables - - Be consistent, without compromiseBe consistent, without compromise

6. Address whole life issues6. Address whole life issues - Professional & personal - Professional & personal development programsdevelopment programs

7. Believe in People7. Believe in People - Commit to career advancement- Commit to career advancement

- Promote from within- Promote from within

Key Difference #2: The People FactorKey Difference #2: The People Factor

8. Break the Norm8. Break the Norm

- Stock options; ownership potential- Stock options; ownership potential

- Benefits & ‘big company’ perks- Benefits & ‘big company’ perks

9. Give Back9. Give Back

- Community involvement- Community involvement

- Social responsibility- Social responsibility

10. Talent not Titles10. Talent not Titles

- Great ideas abound at all levels- Great ideas abound at all levels

Key Difference #3: Simple Sales Key Difference #3: Simple Sales ApproachApproach

Really listen to customers Really listen to customers

& potential clients& potential clients

Focus on conversations Focus on conversations

vs. PowerPoint pitches vs. PowerPoint pitches

Know & leverage nicheKnow & leverage niche

Onsite tours as sales Onsite tours as sales

advantageadvantage

Keeping the Magic As We GrowKeeping the Magic As We Grow

Challenge faced by every entrepreneurChallenge faced by every entrepreneur Speak to every incoming training classSpeak to every incoming training class

First name basis is harder, but still aspirationFirst name basis is harder, but still aspiration Add needed infrastructure, yet keep ‘corny’ stuffAdd needed infrastructure, yet keep ‘corny’ stuff

Key TakeawaysKey Takeaways

The people factor is critical - Don’t compromise itThe people factor is critical - Don’t compromise it

Build great reputation and leverage to grow businessBuild great reputation and leverage to grow business

Know what you do best & stick to thatKnow what you do best & stick to that

Be nimble - a competitive advantage no matter what Be nimble - a competitive advantage no matter what industryindustry

Learn from mistakes & move on – quicklyLearn from mistakes & move on – quickly

Key TakeawaysKey Takeaways

Read inspiring books & share learning widelyRead inspiring books & share learning widely

Gauge when to bring in others with expertise and get out Gauge when to bring in others with expertise and get out of the wayof the way

Be example of company & culture you want to createBe example of company & culture you want to create

Visit Visit www.ryla.com (view huddles, culture, employees) (view huddles, culture, employees)

Chief Executive Officer

Mike Faith

• 10 years old10 years old

• $30 million Sales$30 million Sales

• 50 Employees50 Employees

• 2/3 employees in call center2/3 employees in call center

• 3 x Inc. 500 Fastest Growing Private Co3 x Inc. 500 Fastest Growing Private Co

• Cataloger of the YearCataloger of the Year

• Stevie’s (American Business Awards) Stevie’s (American Business Awards) Best U.S. Customer Service CompanyBest U.S. Customer Service Company

• Bay Area Best Places to WorkBay Area Best Places to Work

Seven Key StrategiesSeven Key Strategies

HiringHiring

TrainingTraining

Strong Cultural DefinitionStrong Cultural Definition

Feedback LoopsFeedback Loops

Policies and Non-PoliciesPolicies and Non-Policies

RepetitionRepetition

RemunerationRemuneration

ROI/Impact ROI/Impact

• Developed and Focused PeopleDeveloped and Focused People

• Employee EfficiencyEmployee Efficiency

• Customer LoyaltyCustomer Loyalty

• Employee RetentionEmployee Retention

• Market LeadershipMarket Leadership

Tips and Key LessonsTips and Key Lessons

• Answer the PhonesAnswer the Phones

• Customer Love is Company Wide CultureCustomer Love is Company Wide Culture

• Not everyone is up for itNot everyone is up for it

• Follow the Improvement CycleFollow the Improvement Cycle

The Improvement CycleThe Improvement Cycle

Tips and Key LessonsTips and Key Lessons

• Employee SupportEmployee Support

• Hard NumbersHard Numbers

• Elephant-Free ReviewingElephant-Free Reviewing

• Instant Decision, Long-Term CommitmentInstant Decision, Long-Term Commitment

Lessons LearnedLessons Learned

• Once committed, go all the wayOnce committed, go all the way: : Once you have set out a priority, you Once you have set out a priority, you must support it completely. If not, then must support it completely. If not, then it is a false priority.it is a false priority.

Questions???Questions???

www.ryla.comwww.ryla.com

www.headsets.comwww.headsets.com

Upcoming 2008 Webinars Upcoming 2008 Webinars Featuring 2007 Top Small Workplace LeadersFeaturing 2007 Top Small Workplace Leaders

May 21, 2008 • Building an Employee Ownership Mentality May 21, 2008 • Building an Employee Ownership Mentality – Mike Foley, CEO, Mike Foley, CEO, Reflexite CorporationReflexite Corporation, Avon, CT, Avon, CT– Bill Marshall, CEO, Bill Marshall, CEO, Phelps County BankPhelps County Bank, Rolla, MO, Rolla, MO

June 25, 2008 • Designing Strategy from the Bottom UpJune 25, 2008 • Designing Strategy from the Bottom Up– Amy Bermar, President, Amy Bermar, President, Corporate InkCorporate Ink, Newton, MA, Newton, MA– William Petty, CEO, William Petty, CEO, ExactechExactech, Gainesville, FL, Gainesville, FL

July 29, 2008 • Fostering Trust Within the WorkplaceJuly 29, 2008 • Fostering Trust Within the Workplace– Paul Silvis, Founder, Paul Silvis, Founder, RestekRestek, Bellefonte, PA, Bellefonte, PA– Paal Gisholt, CEO, Paal Gisholt, CEO, SmartPakSmartPak, Plymouth, MA, Plymouth, MA

Thank YouThank You

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