The Champions of Extreme Customer
Service(R) Award Program
IBP is introducing an exciting recognition program around one of its
cornerstone workshops, Extreme Customer Service®. We are looking for
people to submit their stories of Extreme Customer Service ®. Each
quarter a panel of customer service professionals will select one
story that symbolizes An Extreme Customer Service Champion™! That
person will receive an award of $200.00 and both the person and their
company will be recognized on the IBP website and other IBP
publications. Anyone is eligible, so when you are blown away by an
example of customer service, submit the person's name and story to
email@example.com Whether it is an employee, a co-worker, a friend, a
customer or someone providing you with great customer service, get
their name and story into IBP. At the end of the year, the panel will
select one story as the 2010 Champion and that person will receive
What Our Customers Have To Say!
"Joe is an invaluable resource to us at VPNE. Joe
is a member of our Executive Team, a Strategic Partner as well as an
Advisor and Coach. Joe's expertise has added significant value with
our business development, process improvement, budgeting/cost analysis,
team building, training and overall strategy." January 6,
Kevin J. Leary President/COO
VPNE Parking Solutions
Click here to visit VPNE
PO Box 60523
Worcester, MA 01606
Selecting A Security Integrator
If you are looking for a new electronic security
integrator, there are many things to remember. Over the next few
issues of the IBP Educator, we will outline many questions to
consider. Often when you go out to bid you receive nice proposals and
they will detail the project with the associated costs for THAT
PROJECT only! However, most times you are looking for a long term
relationship, so there are many additional questions to ask BEFORE you sign on the dotted line
so there are no surprises after the sale:
1. What are the installation rates per hour?
2. What are the service rates per hour?
3. What are the travels cost per hour?
4. Are you billed for travel one way or both ways?
5. Are travel rates the same as when a technician
is on site?
6. What will be the average response time on
7. What are the after hour emergency service rates?
8. Are after hour emergency service calls covered
when the system is under warranty?
9. Do you receive a discounted rate for service
work outside the service contract?
10. Are there a minimum amount of hours billed for
emergency service and does that include travel cost?
You want to have the answers to these questions BEFORE you hire your next
Next issue we will talk about service contracts!
Dear Joseph Clouatre,
I can't believe that it is 2010 already. For Terry
and I it will mark our 30th wedding aniversary! We
are very excited and are working on our plans to celebrate in
April. It will not be a big event, just some friends and family
which is what life is all about. Do you know that we were married
on the 25th of the month, which was payday? It was important
because I was only paid once a month and we needed the cash,
for our honeymoon. How I remember those days!It was a small
wedding, again with just family and a few friends. Although, we
have watched three decades pass, it seems like it was just yesterday.
We still laugh and chase each other around, although I am a few
steps slower these days and don't actually catch her as
often. I thought you might like to see a picture of Terry and
I from "Then and Now"
What if I told you there was a place where you
could go to become a published author or receive publicity for
"free"! Simply checkout www.helpareporter.com Once you sign up, you
will receive three e-mails per day from people seeking experts from
every career and walk of life. People that are writing books,
magazine articles as well as individuals seeking radio and
television guests, post their requests on this website. Because of
this IBP is going to be featured in two new books being
released this year! You have nothing to lose and everything to
gain, happy hunting.
you thinking about selling your company!
Recently I became a founding member of the
Advisory Network for the "Successful Transition Planning
Institute".What if selling your business or leaving your
company was your "second act" versus your finale? The prelude
to an encore performance you get to discover? And what if you
haven't actualized your full potential yet? The possibilities are
exciting, but there's also no question that all the options can be
overwhelming. The solutions don't have to be. Whether you're a
Business Owner, Senior Executive or Professional Practitioner, the
Successful Transition Planning Institute offers tools, information
and guidance on the business transition process to help you make
the right decisions for your future and the future of your
business. Using proven, proprietary methodology and a network of
professional advisors, we provide peace-of-mind with easy to use
transition planning strategies to help you create a plan that not
only supports your vision for the future, but also feeds the
all-important emotional need for meaning and purpose that we all
desire. So if you have a minute, check out www.successfultransitionplanning.com
to the Platinum Years® - the best 10-20-30 years of your life
between leaving a company and the golden years.
Extreme Customer Service(R) is a
I recently introduced the 2010 version of my
Extreme Customer Service® workshops. One of the areas we talk about
is the fact that providing Extreme Customer Service® is a
PRO-ACTIVE process. You not only know when you are providing
Extreme Customer Service® but you will be able to predict the
outcome! It doesn't matter the industry you are in or what
geographic area of the country that you reside, if you are in the
service industry, this works. It is not just doing a good job,
there is a process involved. If you analyze situations of true
Extreme Customer Service®, the person providing the service knew
exactly what they were doing and could predict the results.
Let's compare two situations:
1. It is in the dead of winter and you are
visiting a hotel. It is snowing and you decide to use the valet
service that they offer. It is the morning of checkout and you
bring your bags down and hand your ticket stub to the valet
attendant, who retrieves your cold car and helps you with your
bags. The attendant is polite and you enjoy your brief
conversation. This is exactly what you expected, your expectations
were met and the valet did a good job. However this is not an
example of Extreme Customer Service®. This was an example of good
2. The same scenario as above, however, when you
came down for breakfast the concierge said good morning and after
small talk, asked what time you were checking out. You reply about
9:30am and head to breakfast without further conversation. When you
come down to check out, you go over to the valet desk and hand them
your stub. The valet smiles at you and says that your car is
already and in fact it is warmed up outside waiting for you. It
seemed there was a light snow the night before and after a heads up
from the concierge, they cleaned off the car and had it running and
waiting. You walk over to the concierge with a big smile and a
thank you because they exceeded your expectations. This was Extreme
Customer Service® because it blew away my expectations!
The reason that I consider this proactive, is that the concierge
asked ME (yes this happened to me) a question and knew what he was
going to do, but did NOT tell me. He wanted it to be a surprise and
he wanted to exceed my expectations, which he did. Because he knew
what my expectations were, he could create a situation where, he
knew he was going to exceed them and he could predict what the
results were going to be!
The key to providing Extreme Customer Service® is to clearly
determine the expectations of your customer, then exceed those
expectations. Extreme Customer Service is a PRO-ACTIVE process!
Thanks for taking the time to read our newsletter.
We value your input and suggestions. If there are any topics
that you would like covered, just let us know. Please feel free to
pass our newsletter along to anyone you feel might enjoy it.
Joseph E. Clouatre
Innovative Business Partners, Inc.