The Champions of Extreme Customer Service!
Engineering Manager - Core Products
Northeast Sales & Marketing Manager
Innovative Business Partners, Inc.
Chief Creativity Officer
Innovative Business Partners, Inc.
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
June 4, 2010
Worcester State College
If you have any interest
in our coaching services, workshops or seminars, contact us at www.contactibp.com
or contact Joe
of Extreme Customer Service Contest
Kicking off our Champions of Extreme Customer Service
contest for Q2!
Well we have seen the results from the first quarter
contests and it was exciting.
The rules are simple. Anyone can recommend anyone. If
you see, experience or hear about an example of Extreme Cusotmer
Service, let us know about it!
We know there are great customer service people out
there like Edy, Steve, Shannon, Alex and Rhoodly.
Help us find them!
Submit Your Story Here
Save 15% with
discount coupon at the bottom of the e-newsletter.
New IBP Cue Cards
I noticed that
after I conducted my Extreme Customer Service® workshops, people would take my quotes and use them as
screen savers, place them on their bulletins boards and even use
posted notes at their desks.
They use them
as a constant reminder of how important it is to provide Extreme Customer Service® to both their internal customers (their co-workers) and
their external customers (their clients).
So I decided
to take quotes from my workshops and create a set of 52 Extreme Customer Service® Cue Cards®, one for each week of the year. As you can see they
come with a desk top holder so they are easy to display.
We have also
created cue card sets from my Team Building for Success™ and my Creative Sales and
If you would
like a brochure and order form, you can contact me below.
Brochure and Order Form
What was John Lennon's middle name?
Submit Your Answer Here
Robin correctly identified last week NFL mascot as
"Billy the Buffalo" of the Buffalo Bills!
Dear Joseph Clouatre,
I am very excited about this issue! We have
dedicated this issue to "Extreme Customer Service(R)".
Later on in this newsletter you will see that we selected the
winner of our "Champions of Extreme Customer Service(TM)"
for the first quarter of 2010.
It was not easy for the five judges, as the stories
were all compleling. However, we had to pick a winnerI There will
be four winners this year, one from each quarter. From those four,
we will select the "Champion" for 2010.
We felt so strongly about some of the other stories,
that we decide to include the other four. They are listed
below in no particular order.
I would like to thank the judges, Dave Sawyer,
Andrew Terry, Jeff Rummo and Terry Clouatre for helping me make
this important decision.
In two weeks, we will be back to our standard
e-newsletter, where we help educate people around business
challenges. Don't forget to check out our resource center on the
left side of the newsletter.
Until next time,
Joseph E. Clouatre
Chief Creativity Officer
Customer Service Workshops
Creative Sales and Marketing Workshops
Team Building for Success Workshops
Extreme Customer Service
First Quarter "Champion" of
Cashiers at Kohls always ask customers "Did you
find everything you are looking for?" Edy was serving a
customer and when Edy asked the question, the customer replied
"No, you didn't have the tissue holder, but I did find this
rug. I've been to Natick and Milford Kohls, now here, but can't
find the tissue holder." So, Edy said, "I will be
going by Kohls in Leominster and I will see if they have
the tissue box. If you want to give me your phone number and if
they have one, I will purchase it and call you to meet". On
her trip to Leominster, Edy found it and bought it. She then called
the customer and arranged to meet her at Kohls in Millbury and the
customer was thrilled. The customer was so happy that she
wanted to pay Edy more than the tissue holder was worth, but of
course Edy would not take it! The customer was on a mission to
complete her bathroom accessories. (Edy is pictured above receiving
her plaque and cash award from Joe Clouatre of Innovative Business
forward this newsletter to a co-worker or friend, just click on the
"Forward E-Mail" button at the very bottom of this
Alex Figueroa - VPNE Parking Solutions
On Friday, March 19th, employees and
patients in the lobby of Newton-Wellesley Hospital witnessed a special moment when Valet
Team Manager, Alex Figueroa, calmly reunited a distraught patient
with a very worried family member. The two men became separated
when the special needs patient became frightened and did not want
to go to his doctor's appointment. Upon hearing the patient's
description via our NWH Security Team radio broadcast, Alex
realized that the missing patient was with him on the roof of the
employee garage. Utilizing his previous experience as a PCA working
with autistic children, he was able to calmly approach the patient
and assist him back to the hospital.
Working with Alex over the past few years, I have
always been impressed with his professionalism and easy-going
manner. On this day, he displayed an outstanding mix of leadership,
compassion and strength in helping to avert a potentially dangerous
Steve Barbus - Intelligent Access Systems of NC
I am sending
this e-mail to inform you that recently we had a Mr. Steve Barbus
in our plant working on a turnstile. Before he arrived, another
company had made 3 attempts to fix the issue without
success. Mr. Barbus was prompt and courteous when he arrived for
the service call. He was not completely sure of the internal
workings of the turnstile and was open and honest about this which
is admirable. Once he examined the issue he was able to
quickly determine the issue and a solution for the problem. He
then tracked me down and made it a point to show me the
issue which increased my knowledge of the problem, and
greatly satisfied my previous service issues problems.
returned with the correct parts he wasted no time installing them
and then before putting everything back together once again
tracked me down to show me that the issue was indeed corrected to
my liking. He did not leave until my needs were met, and the
system was once again back in service for good.
like him who take the time to do a good job are worth bringing
to their bosses attention which is why I wanted to make
sure you were aware of this.
us today to schedule your "Extreme Customer Service
Workshop." Plus check out the 15% discount coupon at the
bottom of the newsletter.
New England Professional Bookeeping
Shannon was enjoying a leisurely breakfast with her husband one
Saturday morning when she received a call from one of her
clients. The client wanted her to come to her office that
afternoon or the next day, Sunday, to assist in preparing financials
for upcoming litigation. It was not in her plans to work
during the weekend, but the despair was evident in her client's
voice. She knew that she needed to provide extreme customer
service. She told her client to go out and enjoy the day and
not to worry. Shannon then spent the greater part of Sunday at her
client's office. Upon completion of the project that
Sunday, the appreciative client was wearing a smile on her
Rhoodly Barthelemy - Verizon
customer was having a problem with receiving hang up calls
from a restricted number on their cell phone. The person did some
research on line and found out that for a few dollars a
month they could add a feature that would block the restricted
calls. Arriving at the Verizon store, they explained their
situation to the customer service representative and the response
was that the only thing the customer could do is get a new phone
number. Not wanting to change their phone number, the customer
asked if there was anything else they could do and the answer was
no. Not happy with the answer, the customer said maybe I should
cancel the account and go to another company where they could block
the number. The Verizon customer service representative then said
you cannot take your phone number to another carrier because you
are cancelling your contract, plus there is a $150 cancellation
fee. Frustrated the customer just left the store.
shopping at other stores, the customer returned to the Verizon
store feeling defeated and realizing the only option to stop these
daily nuisance calls was to change their phone number. After
waiting in line the customer was waited on by a different customer
service representative Rhoodly After the telling the story for a second time,
Rhoodly said "We can take care of that with your current
phone. You don't need to change your number." He made a call
and asked the customer to speak with the main office and explain
their situation. He explained to the customer that all they had to
do was go on line, select a certain option and they would be all
set. He even asked the customer if they wanted him to do it right
there in the store for them.
was so happy that they could keep their phone number and block
restricted calls that they said that they would do it when they got
home. What a difference between the two customer service
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.
Innovative Business Partners, Inc.
"Extreme Customer Service(R) Workshops"
a great time to schedule your workshop and save 15%!
"Extreme Customer Service(R) Cue Cards"
a great time to order your desk sets of customer service cue cards
and save 15%
Offer Expires: April 30, 2010