Академический Документы
Профессиональный Документы
Культура Документы
Overview
My objectives
Fill you with ideas
Challenge your thinking
Have a wildly interactive discussion!
Cause you to reflect
Move you to action!
Have fun!
Team-up!
Get into a group
and brainstorm the
answer to boxes
What is your
focus?
Exercise:
What is your
focus?
What is YOUR
Focus?
Focus
We are bombarded with images every day
If YOU focus on the negative, then you WILL project the
negative
ONLY YOU can control how YOU react to situations!
What kind of questions are your routinely asking yourself?
Endless loop questions:
e.g.$why$do$our$customers$not$like$being$here?$
e.g.$why$is$this$so$much$easier$for$other$companies/agencies?$
Proactive questions
e.g.$what$can$I$do$personally$TODAY&to$cause$more$people$to$$
enjoy$their$experience$here?$
e.g.$what$can$I$do$SPECIFICALLY$in$the$next$week$to$improve$our$
companys$image?$
Exercise
Write down one statement you routinely ask
yourself that you never come up with a solid
answer to
Write down a better question you could be
asking yourself one that empowers you!
Limiting Beliefs
Limiting Beliefs
People are going to hate this experience, so
there is very little I can do to improve it...
Im going to get paid no matter how I treat
others.
The situation with a co-worker will never change
so why bother thinking about making this
situation better.
What are YOURS?
Come up with at least 5
New Beliefs
My positive attitude and actions can change
everyone around me.
I can make every single person who walks
though the door today a raving fan with the right
focus.
I am using and developing skills in a profession
I love and today, I will thoroughly enjoy my
career! It is my choice!
What are your NEW beliefs?
Come up with at least 5 new beliefs.
Your Leadership
Role
Exercise&
Customer Service!
What comes to mind when
you hear those words?
Mother Teresa
Coco Chanel
Examples
Ritz Carlton
Domo Gas
Nordstrom
Be flexible
Related to what is delivered
Translation
Blanchard & Bowles indicate the bottom line before
you ever reach page ten. People expect bad goods
and rude service, give them junk and they are not
surprised.
Just what they expected. The customer service
slogan based on the service that many provide their
customers should be No Worse Than The
Competition.
We have created a world where we find our
expectations easily failed. Therefore, when you do
exceed your customers expectations, it is almost as
if one has taken a yellow marker and highlighted the
event.
Rule!#3:!!Deliver!Plus!1.$$Deliver$to$the$
client$plus$1%.$(conHnued)$
The$book$concludes$with$a$statement,$and$
somewhat$of$a$challenge,$that$SaHsed$
customers$just$arent$good$enough.$$They$have$
to$be$Raving$Fans.$$Shouldnt$the$same$be$true$
for$your$customers?$Customers$are$simply$
individuals$choose$to$uHlize$your$company/
agency$when$they$need$your$services$than$
those$of$our$compeHtors.$$It$doesnt$necessarily$
mean$that$they$are$someone$who$waves$our$
ag$and$creates$word`of`mouth$for$your$
company.$$However,$Raving!Fans$do$exactly&
that.$$$
YOU
What do we do now?!
Strive each day to incorporate what you have
learned into your work and life and culture of
your company/agency
Be an active member in your growth and
development
Meet the expectations of those around you plus
one
Be excited and energized about who and where
you are going!
Benjamin Franklin
www.facebook.com/netsmart$
www.twiaer.com/netsmaraech$
www.twiaer.com/causeconnected$
www.youtube.com/user/netsmaraech$
Paul M. Duck
pduck@ntst.com
www.twitter.com/paulduck
941.284.4340
3:45 5:15 TODAY:
INNOVATION & COORDINATION: THE
KEYS TO PROVIDING ACCOUNTABLE
CARE IN A WORLD OF INTEGRATION
www.ntst.com!or!www.EveryDayMa=ers.com!
!