Wednesday, September 2nd Team Meeting
Think About Customer Service
Disney raised the bar for theme park customer service and it forced all the other theme parks like Dollywood to also step up their game: every time we work with a new customer, we get a chance to set a standard among security companies in that same way. To do so, we need to align our customer service standards to our Core Values.
Defined Expectations
let customers know what work needs to be done instead of just taking their keys and walking away
Consistent Communication:
Chad vs. Best Buy: different associates tell different stories which makes for an extremely frustrating customer experience. This is something we must avoid.
make sure we're all providing the same information
check in with team members and TrackVia
pay attention during Monday and Wednesday meetings
Cultivate Trust:
Spectrum takes 6-8 weeks to bury cables when they say it'll only be two. This is also something we must avoid (see courageous honesty)
Outrageous Kindness:
showing genuine interest in the customer to make sure they're being treated well and happy with the work being done
Courageous Honesty:
don't be afraid to communicate mistakes to customers if they happen
give customers what they need to solve their problems without prioritizing upselling
Refined Quality:
make sure the product you put out is something you trust will hold together for the customer
Unexpected Cleanliness:
back to Disney -- employees sneakily pick up trash, they keep an eye on their guests to make sure they have trash cans strategically placed so guests will use them
for our jobs/Site Visits that last multiple days - cleaning up at the end of each day instead of leaving things out
Intentional Execution:
lots of training
Takeaways From Today's Conversation
walk customers through the process so they don't feel like they're in the dark and they can have faith in the process
being honest at the Mercy Hospital job about a mistake on our end changed the job and engendered the customers' trust
Spectrum is horrible.
"Even when you're picking up trash, don't look like you're picking up trash" works as a metaphor
doing it the right way is better than doing it the quick way
the customer service at Disney is so well-cultivated that even though there are negative experiences there, it isn't what people talk about
customer service happens from every person in the company, and any person can destroy that trust just as quickly as they could gain it
it's hard to come back once you lose trust