2011 excellence in tennessee conference

Slide 1

Getting The WOW February 23, 2011

2011 Excellence In Tennessee Conference

Moving your customer from the everyday to an extraordinary experienceGetting The WOW!

Opening CommentsNothing new under the sun

Goal for this presentation

Apology in advance

Three Years Earlier

To advance health, fitness, and physical performance for everyone

Mission Statement

Integrity RespectPositive attitudeQualitySelf-motivatedSuccess-driven

Core Values

We are powered by our customers. Satisfaction guaranteed. No exceptions!

Customer Promise

Customer Touch Points Customer

Customer Touch PointsOrder callsStatus callsProduct callsReturn callsCompliant callsWebsiteTrade showsClinics ConferencesWhen were trainedCommunityIn cities we visit

People who know people who know peopleWalk in visitors & customersApplicantsLocal vendorsVisiting suppliersEx-employeesArticles we write Organizations we belong toE-mails and letters

CustomerShipmentsCatalogs

You Better Take The Customer Seriously, And You Better Have Real Service That Delivers Real Satisfaction!

Survey Card First GenerationCustomer Survey Scores/Graphs

The Good, The Bad, & The UglyThe moment of truth is that moment when any of us is in a position to serve our customer. . .. . . and we either keep our promise or our promise becomes a bunch of words on a piece of paper or in something hanging on the wall.

Our Moments of TruthWhen Operations picks the orderWhen Customer Service takes the order or answers questionsWhen Operations unloads a receipt of goods and puts it awayWhen Accounting makes a collection callWhen Marketing assembles the catalogWhen Education provides their training to paying customersWhen we serve each other (internal customers)

Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away.

Envisioned Future

New York Times2010 Small Business Malcolm Baldrige Award Winner AnnouncedPower Systems Wins President __________ and Commerce Secretary ___________today announced Power Systems is one of five winners of the 2010 Malcolm Baldrige National Quality Award, the nations highest Presidential honor for an organization al performance.This is the first winner from the sports, fitness, athletic or health segment. Other companies competing for this years award in this segment included Nike and Under Armour.Date today 10-01-10

Service Phone Metrics

So How Did We Do?

Service Stories

From:Kathryn MacLane

Mike,I have noticed how much friendlier that the Kroger employees are in the past year. They go out of their way to speak and ask questions like, How is your day going?From:Kari R. Turner

Chick Fil-a, I dont care where you go; they always have Excellent customer service. They always say, My pleasure to serve you at the window, or if you ask them a question like, may I have ketchup; the answer is My pleasure. Makes you feel like they have been waiting on you to arrive all day, they care how customers perceive them, hence they are always busy! JFrom:Misty L. Chittum

Service related. Typical of most restaurants it seems lately. When we got there we had to wait a good deal of time for someone to come over and take our order. Then we had to ask for bread. Kari ordered her burger well-done and it was rare. She sent it back and by the time she got a new one, the rest of us were finished eating. I asked the waiter to comp her meal, he had to get approval from the manager, which he did, but when it came time to get our checks, we had to wait 15 minutes for him to find the manager to enter it in the computer. When the manager came to apologize (educated guess, he did not introduce himself!) he just said sorry for the burger as he took his gloves off, apparently he had been outside. And forget about getting a refill on our drinks. But, today I went to chickfila and I was the 100th customer! I got to ring the cow bell and got my sweet tea for free!

The Survey Process

Survey Card First Generation

Changing The SurveyNew Survey Approach

The Survey Follow-up Process

Survey Card Changes 10/01/10


Refining The New Survey ApproachContinuous Process Improvement


So What Have We Learned?Powerful wordsThe answer and the questionCommitmentRe-enforcement ObsessionInspiration works

Defining WOW

Examples of WOWFrom: Trevor Motz [email protected] Victor,

I apologize that the Versadisc Pro did not have inflation instructions with it. I will get with our education department to have that information added. I am having a pump shipped to you free of charge for the inconvenience. I also installed the adapter for the Versa Disc to the pump so that it will be ready to use when you receive it. You will want to pump the Versa Disc up to a point that feels comfortable for you. The item doesnt have a recommended size because some people like having more air and some like less. Its really a matter of personal preference. I have attached a copy of the insert that comes with the item and an extra plug as well, just in case you didnt receive them with the original order. I do apologize for the problems with your order sir. I hope that the items sent will help you. If you have any questions feel free to contact me and I will be more than willing to help. Thank you and have a great day.

Hello Trevor,Thank you for the email, and thanks in advance for the pump and the extra plug, I will be looking for them in the mail. My wife and I were disappointed when the product arrived, because of the lack of documentation and no obvious way to inflate the Versdisc. I really think that additional instructions will help greatly.I will contact you again once the pump arrives to let you know how we get on. Until then, many thanks again for the email and for the good customer service.

Best regards,Vic Alesi

Hi Julie, My name is Daryl Shute; I am the Education Coordinator here at Power Systems. I read your survey you submitted regarding your purchase of the Pilates Versa-Tube. We want all of our customers to have a wonderful buying experience. I am very sorry that you did not! Im not sure why your product did not include instructions and a sampling of exercises that normally accompanies this and many of our products but I apologize for this oversight on our part. We feel our products are of high quality at a reasonable market price and I can see why you were not happy based on the missing information. I am sending you my personal copy of the Pilates Versa-Tube DVD for your trouble with the hopes you will remain a loyal customer of Power Systems for many years to come. Ive attached a sampling of exercises to get you started while you wait for the DVD to arrive.Please feel free to contact me personally if you have any issues with products or especially if something is missing or unavailable to assist you in reaching your exercise goals. 17. Tell us what we did to "WOW" you. Please provide comments if you were unsatisfied in any area so we have the opportunity to improve!!! Product or service recommendations? - We want to know. you didn't wow me. Your prices are high, you don't give free shipping and you don't include any sort of guide with your products

From: [email protected] [mailto:[email protected]] Thank you very much! I have to admit, I was surprised that nothing came with the equipment. Thanks again. Julie

Hello Mr. Dryden, Thank you for choosing Power Systems. We received your web survey and based upon your feedback we have refunded the shipping cost for your 2-8-10 order. You should see a credit back to your credit card in the amount of $116.74. I did want to let you know that we do not know what our upcoming promotions will be until the promotion goes into effect. Unfortunately we would not be able to tell you in advance what an upcoming promotion will be, but we do appreciate your feedback. I have also alerted our web team to your concerns with placing an order online. We are continually striving to improve our online ordering process. If you have any questions, please let me know. Have a great day! Dear Jason, I must admit I am in awe of the incredible customer service Power Systems has shown both in the past and again with your email. I didn't expect a refund when I filled out the survey, but am extremely pleased with your response. What makes this all the more amazing for me is that I spent a good many years in a business unrelated to the fitness industry and was, among other things, a member of the Board of Directors of a Fortune 500 company. One of the things I always tried to instill in my staff was the importance of great customer service - and now I'm the recipient of the very thing I promoted. You and the entire Customer Service team at Power Systems are to be commended for your courtesy, promptness, and overall skills. If you are ever in need of a statement of satisfaction please feel free to contact me. I'd be more than happy to sing your praises. Many thanks,Ray Dryden

13. Will you order from us again?YesI was genuinely impressed the level of accountability by your staff. The first rep admitted she was the one who had handled my exchange and that the error had been hers. There was no reason for her to do that other than great professional ethics. I'd certainly never known it was her. Impressed me so much that even though there had been multiple problems with my purchase, I'll still order from you again and again.

14. Would you recommend us as a fitness supplier?YesI have already.

15. Please provide comments if you were unsatisfied in any area so we have the opportunity to improve or tell us what we did to "WOW" you. Product or service recommendations? We want to know. I think I told you my WOW moment with your customer service rep. You clearly are a company with solid business ethics, quality products and a desire to meet your customers needs with complete satisfaction. I wouldn't order from anyone else. Thanks

JasonJust wanted to take a moment to praise Shannon for the work he did at the ACSM expo in Austin last week. His knowledge of the Power Systems (PS) line and friendliness was a big part of the reason I made a (fairly large) purchase through PS once again. In the past I had been disappointed with the level of service offered through PS and had began using other vendors for my equipment supplies (SPRI, Perform Better, etc). I even avoided the PS booth my first few times at the expo but was sucked in by Shannon's clear knowledge and friendliness when dealing with another customer. Please see that he is acknowledged for his exceptional work and for winning back a customer.

Sincerely,Eric Haugen

Even though the word WOW does not appear in the e-mail below, Shannon gets a WOW. The customer made a large purchase from Power Systems primarily because he was friendly and knowledgeable. Shannon made a large sale (which is always good), but more importantly, he took a customer away from SPRI and Perform Better by winning them back . . . kind of a double whammy. An important thing to note . . . the customer was "sucked in" by Shannon's dealing with another customer. Not to say this customer is a child, but as the old saying goes . . . children learn by listening and watching what we do, not just by what we tell them to do.

Thanks Shannon for the WOW you earned from this customer. Excellent!

2 S W C

So Where Are We Today/What Next?Customer Promise

We are powered by our customers. Satisfaction guaranteed. No exceptions!

Customer Promise

So Where Are We Today/What Next?Customer PromiseExpanding free education Instructions about productsPrevention of service failures StandardsInnovative service - imagine

So Where Are We Today/What Next?Customer PromiseExpanding free education Instructions on how to use productsPrevention of service failures StandardsInnovative service - imaginePerfection

Questions & Discussion

Chart20.94990.93720.91080.91530.93080.9278

Overall Company ScoreMonth%Customer Survey Graphs by Category: Overall Company Score

Customer Serivice DataPOWER SYSTEMS INCCustomer Survey Historical TrendAccount SetupOrder PlacementProduct KnowledgeProfessionalismCondition of DeliveryAccuracy of OrderQuality of ProductsProducts are as AdvertisedOverall Purchase ExperienceOverall Company ScoreOct-0795.14%96.01%94.02%95.87%94.87%94.66%95.53%95.96%92.81%94.99%Nov-0794.88%95.30%95.19%96.21%94.96%90.34%91.52%92.93%92.20%93.72%Dec-0793.89%93.21%87.50%90.66%90.27%86.26%94.15%94.12%89.64%91.08%Jan-0892.72%93.66%89.95%89.76%91.48%91.75%92.89%93.39%88.21%91.53%Feb-0891.83%92.35%92.24%94.17%92.47%91.04%95.27%96.08%92.27%93.08%Mar-0892.63%93.18%93.76%94.05%94.41%88.20%93.71%93.71%91.34%92.78%

&L&Z&F&C&P/&N&R&D_&T

Customer Serivice Data0000000000000000000000000000000000000000000000000000000000000000000000

Account SetupOrder PlacementProduct KnowledgeProfessionalismCondition of DeliveryAccuracy of OrderQuality of ProductsProducts are as AdvertisedOverall Purchase ExperienceOverall Company Scoremonth%Customer Survey Trend

Individual Graphs


Individual Graphs0.95140.94880.93890.92720.91830.92630.936

Account SetupMonth%Customer Survey Graphs by Category: Account Setup

0.96010.9530.93210.93660.92350.93180.9603

Order PlacementMonth%Customer Survey Graphs by Category: Order Placement

0.94020.95190.8750.89950.92240.93760.9316

Product KnowledgeMonth%Customer Survey Graphs by Category: Product Knowledge

0.95870.96210.90660.89760.94170.94050.9526

ProfessionalismMonth%Customer Survey Graphs by Category: Professionalism

0.94870.94960.90270.91480.92470.94410.9523

Condition of DeliveryMonth%Customer Survey Graphs by Category: Condition of Delivery

0.94660.90340.86260.91750.91040.8820.946

Accuracy of OrderMonth%Customer Survey Graphs by Category: Accuracy of Order

0.95530.91520.94150.92890.95270.93710.9489

Quality of ProductsMonth%Customer Survey Graphs by Category: Quality of Products

0.95960.92930.94120.93390.96080.93710.952

Products are as AdvertisedMonth%Customer Survey Graphs by Category: Products are as Advertised

0.92810.9220.89640.88210.92270.9134

Overall Purchase ExperienceMonth%Customer Survey Graphs by Category: Overall Purchase Experience

0.94990.93720.91080.91530.93080.9278


Chart50.94990.93720.91080.91530.93080.92780.94720.960.970.980.991

Overall Company Score

Customer Serivice DataPOWER SYSTEMS INCCustomer Survey Historical TrendOverall Company ScoreOct-0794.99%Nov-0793.72%Dec-0791.08%Jan-0891.53%Feb-0893.08%Mar-0892.78%Apr-0894.72%May-0896.00%Jun-0897.00%Jul-0898.00%Aug-0899.00%Sep-08100.00%


Customer Serivice Data111111111

#REF!#REF!#REF!#REF!#REF!#REF!#REF!#REF!#REF!Overall Company Scoremonth%Customer Survey Trend

Individual Graphs

Overall Company Score


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#REF!Month%Customer Survey Graphs by Category: Account Setup

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#REF!Month%Customer Survey Graphs by Category: Order Placement

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#REF!Month%Customer Survey Graphs by Category: Product Knowledge

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#REF!Month%Customer Survey Graphs by Category: Professionalism

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#REF!Month%Customer Survey Graphs by Category: Condition of Delivery

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#REF!Month%Customer Survey Graphs by Category: Accuracy of Order

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#REF!Month%Customer Survey Graphs by Category: Quality of Products

1

#REF!Month%Customer Survey Graphs by Category: Products are as Advertised

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#REF!Month%Customer Survey Graphs by Category: Overall Purchase Experience

0.94990.93720.91080.91530.93080.92780.9472


2011 excellence in tennessee conference

Documents

orderwhen customer service

excellent customer service

real service

service stories

chittum service

service phone metrics

years award

health segment