The Champions of Extreme Customer Service!
are about to crown our first Champion of Customer Service for 2010.
We have been receiving letters from a variety of industries where
people are clearly going above and beyond when it comes to customer
service. Looking at the quality of letters received, the panel is
going to have a tough time deciding who the winner is for the first
quarter. We will annouce the winner in our next newsletter and then
highlight some of the top letters received in subsequent issues.
if you witness or experience an act of Extreme Customer Service
contact us below. Both the person and the company will be
recognized for their great work!
PO Box 60523
Worcester, MA 01606
IBP on the road!
If you would like to catch IBP on the road, Joe will be
speaking at the following events:
Association of Professional Security Consultants
April 27, 2010
Galaxy Control Systems
Dealer Convention and 35th Anniversary
May 3-5, 2010
If you have any interest
in our coaching services, workshops or seminars, contact us at www.contactibp.com
or contact Joe
What a Great Person!
So many people focus on the bad things that are
happening that each week I highlight some of the good
people and good things that are happing around us.
On a recent flight between Charlotte NC and Boston MA, I experienced
another delay in Charlotte. This is not the first time that flight
has been delayed. The last time my 8:30pm flight didn't depart
We were sitting at the gate and the pilot appeared while we were
all waiting for an update. He gave his update and said that it would
not be much longer. It is what he did next that made this so much
If you have traveled Jet Blue, you will know that they have this
cabinet on wheels full of headsets and they cost $2.00 each. The
pilot said "They can't do this at the gate, but I can because I
am the pilot!" He then opened the cabinet and grabbed a large
amount of headsets and asked "Who needs free
headsets?" As he said this he was throwing headsets to everyone.
The agent at the gate was having the big one and kept saying
"There go my profits". As the pilot headed back to the
plane he said "If anyone else needs headsets, just come and grab
them, they are on me." As people streamed up to get their free
headsets the gate agent was bedside himself.
It was only $2.00, but he broke the ice, made us laugh and created a
memory for us. How do you take a negative situation and turn it into
a positive one?
Identify the NFL mascot below.
For a chance to win a $30.00 Dunkin Donuts
Card submit your entry below:
Safer Places Inc
Brian correctly identified the logo as
the Toyota logo. Enjoy your Dunkin Donuts gift card!
Dear Joseph Clouatre,
I was just thinking about the balance in life
between work and our personal lives. After all, I started this
company because I wanted to change my balance and focus on my
passions. How many times have you heard someone say that they would
love to spend more time with the kids, but they needed to work long
hours to provide for the kids? Before I share my thoughts, I want
to share the thoughts of a couple of good friends of mine. I am
going to change the names to protect the innocent, but I do not
know if I would call them innocent!
We were having one of those philosophical
conversations one day and Bob said the time he spent with his
children was very important to him and that he would refuse to work
80 hours per week to earn money for his children's college
education,if it meant he wouldn't get to see his kids growing up.
He said that he felt it was more important to spend time with his
kids growing up, even if it meant they had to work their way
through college just like he did.
My other friend, Oscar, recently took on a new
job at a new company. This was a great opportunity with increased
responsibility and income. As with many new opportunities, he is
now working very long hours and often leaves before his children
wake up and arrive home after they have gone to bed. Not too long
ago he was just sitting watching his young daughter and realized
what he and they are now missing. It caused him to think about our
past conversations about balance in life. He is a great guy
and one of the hardest workers that I know. He was just
thinking about what he had gained and what he had lost.
So I guess you have been waiting to hear about
me. Growing up we did not have much and my father never had a
steady job after he broke his back when I was about eight years
old. My mom was a nurses aid and that paid most of the bills. We
never had extra money or material things, but the one thing I did
have and I will cherish forever, was time with my dad. We were
always together tinkering with old junk cars or bikes. We both liked
animals so I always had rabbits, dogs and the occasional
raccoon or opossum! I would not have traded the time with my dad
for anything. When I look at my friend Rick and his son Derek, it
reminds me of me and my dad. They are best friends!
So those are few of my thoughts on balance in life.
I would love to hear your thoughts!
"My Buddy Superman"
Until next time,
Joseph E. Clouatre
Chief Creativity Officer
Customer Service Workshops
Creative Sales and Marketing Workshops
Team Building for Success Workshops
How does someone benefit from doing business with your company? I
went to a program recently and that question stuck in my head.
Having thought about it for a while, I am now changing my website
and how I think about IBP.
It does not matter what industry you are in or what
business you are in, this applies to any kind of
business. When we meet with a potential customer and they ask
us about our company, we jump into features faster than school kids
into a creek on a hot summer day.
Example 1: If you are a service company, you might say we
have factory trained technicians, we have spare equipment, 24 hour
service and the best equipment. But those are really features of
your company. Because of the features, isn't the benefit to the
customer "minimal downtime of the security systems" or
"better protection of company assets"
or "faster repairs" and "repairs completed
on the first call will save them money"?
Example #2: If you owned a security officer company you might
say that you have less turnover, better benefits, better training
or great uniforms. If you think about it, those are the features of
your company. Because of those features, the benefits to the
customer are consistent enforcement of policies, knowledge and
recognizable staff and fewer tenant, employee and senior
In the case of IBP, I used to say that we provide
consulting and coaching services with workshops in Creative Sales
and Marketing, Extreme Customer Service and Team Building for
Success. After I looked at the benefits it has changed to: We
"drive your sales, drive your profits, drive teamwork and
improve your business processes". Those are the benefits that
our clients experience.
So take a look at your website and marketing
materials. Make sure it is not all features; explain the benefits
of working with a great company like yours!
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An Electronic Security Integrator - You Make The Call!
For the past six weeks I have been running a series of
articles helping people with the process of selecting an electronic
I know there are a few people who have been printing
the newsletter for these articles each week, but I am not sure
if there is enough interest to continue the series or
not. I have plenty of material, because I take the tips from a four
hour workshop I conduct called "How to Select and Negotiate
with Electronic Security Integrators".
So the call is yours! If enough people respond,
I will continue the series for a few more weeks. If not, I will
start a new topic. So let your voice be heard and email me below.
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.