Barbara%20Sanfilippo,%20CSP

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• Welcome
• Barbara Sanfilippo, CSP

MentorU.com Seminar Series
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Outclass Your CompetitionWith Five Star Service!

• Barbara Sanfilippo, CSP
• Romano Sanfilippo
• San Diego, California
• presents

MentorU.com Seminar Series
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Submit Questions
www.MentorU.com/Sanfilippo
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Outclass Your Competition With Five Star Service

• As a result of this web session, youll discover
  how to
• Rate your existing sales and service culture

www.MentorU.com/Sanfilippo
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Outclass Your Competition With Five Star Service

• As a result of this web session, youll discover
  how to
• Rate your existing sales and service culture
• Discover the seven key ingredients present in
  high performing sales and service organizations

www.MentorU.com/Sanfilippo
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Outclass Your Competition With Five Star Service

• As a result of this web session, youll discover
  how to
• Rate your existing sales and service culture
• Discover the seven key ingredients present in
  high performing sales and service organizations
• Identify your organizations strengths and
  weaknesses

www.MentorU.com/Sanfilippo
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Outclass Your Competition With Five Star Service

• As a result of this web session, youll discover
  how to
• Rate your existing sales and service culture
• Discover the seven key ingredients present in
  high performing sales and service organizations
• Identify your organizations strengths and
  weaknesses
• 4. Receive an action plan for getting your entire
  company focused on sales and service

www.MentorU.com/Sanfilippo
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Service and Sales Mini-Assessment

• 2 Established and effective
• 1 Now working on it
• 0 Not in place
• Strategic plan and clear mission statement
• understood throughout your organization.
• Written service standards to ensure consis-
• tency of service internally and externally.
• 3. Multiple vehicles in place to measure how
• customers feel about your service and
• staff feels about internal service.

____
____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
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Service and Sales Mini-Assessment

• 2 Established and effective
• 1 Now working on it
• 0 Not in place
• 4. Sales tracking and measurement system
• in place that tracks individual results.
• 5. Sales and quality service goals assigned
  to individual managers and employees.
• 6. Revised performance evaluations for
  managers and employees with service
  and sales accountability.

____
____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
www.MentorU.com/Sanfilippo
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Service and Sales Mini-Assessment

• 2 Established and effective
• 1 Now working on it
• 0 Not in place
• Service, sales and sales management
• training is in place along with professional
• sales managers.
• Product knowledge education program
• in place for all staff members and associates.

____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
www.MentorU.com/Sanfilippo
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Service and Sales Mini-Assessment

• 2 Established and effective
• 1 Now working on it
• 0 Not in place
• 9. Ongoing recognition and incentive program
• for superior service and sales performance.
• Customer retention and appreciation program is in
  place to retain loyal customers and build
  relationships.

____
____
16 20 Excellent 6 - 10 Fair 11 15 Good
0 - 5 Poor
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Step 1 CEO/Management Demonstrate Commitment
and Share The Vision

• CEO arrange management retreat to focus on
  service quality and get buy-in from all support
  and operational departments.
• Create a Service Excellence Council comprised of
  senior and mid-level managers and Service
  Improvement Teams (SITs).
• Organize a fun kick-off meeting for your managers
  and staff to explain the overall strategy and
  begin fireside Chats.

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Step 2 Define Service Internally Externally
and Create Service Standards

• Focus on internal service first (Everyone has a
  customer)
• Ask each department/office to visit or call their
  internal customers and determine their service
  expectations.
• Develop written internal service standards.
• Create an Internal Department Satisfaction Index
  (IDSI) by surveying all employees periodically to
  rate the existing service received by support
  departments.

www.MentorU.com/Sanfilippo
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Step 2 Define Service Internally Externally
and Create Service Standards

• Focus on external service by determining the
• customers expectations and perceptions
• Conduct a customer survey and focus groups with
  existing customers and prospects.
• Develop external customer service standards
  (telephone professionalism, waiting time,
  turnaround time, error reduction, handling
  complaints).

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• Poll How many of you feel that internal and
  external written service standards ..
• Are in place and used effectively throughout
  our company?
• Are in place partially with room for
  improvement?
• ? Are not in place and need to be developed?

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Poll How many of you feel that internal and
external writte...

• PlaceWare Multiple Choice Poll. Use PlaceWare gt
  Edit Slide Properties... to edit.
• Are in place and used effectively throughout our
  company?
• Are in place partially with room for improvement?
• Are not in place and need to be developed?

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Questions and Answers

• Steps 1 and 2
• Vision and Service Standards

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Step 3 Provide Sales and Service Training

• Sales and service leadership for all managers and
  supervisors (coaching how to conduct a sales
  meeting, motivating, setting goals, etc.)
• Customer service, internal service, sales and
  cross-selling
• Product knowledge testing, games and
  certification programs

www.MentorU.com/Sanfilippo
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Step 4 Measure Service Performance Against
Expectations
Monitor complaints and measure service to
develop a customer satisfaction index (CSI)

• Designate quarterly customer service feedback
  weeks
• Conduct telephone and on-the-spot surveys shortly
  after a customer transaction
• Conduct client review meetings for long-term
  relationships

www.MentorU.com/Sanfilippo
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• Poll
• We measure our customer service
• Frequently (Weekly/Monthly)
• Occasionally (4-6 times per year)
• Rarely (Once a year or less)
• Never

www.MentorU.com/Sanfilippo
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Poll We measure our customer service

• PlaceWare Multiple Choice Poll. Use PlaceWare gt
  Edit Slide Properties... to edit.
• Frequently (Weekly/Monthly)
• Occasionally (4 to 6 times per year)
• Rarely (Once a year or less)
• Never

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Questions and Answers

• Steps 3 4
• Training and Measuring Service

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Step 5 Reward And Recognize
Your Service And Sales Stars

• Create a service and sales award club for
  front-line and support staff (Five Star,
  Presidents Club)
• Mail coupons to customers to praise or nominate
  your staff
• Profile service and sales heroes in a special
  newsletter

• 1 Motivator is recognition of

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Step 6 Hold People Accountable For
Service And Sales Performance

• Assign team and individual goals
• Add objective and measurable service scores,
  sales goals and product knowledge scores in
  performance appraisals and assign a weighted
  value

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Sample Performance Appraisal Criteria

• Sales 50
• 750,000 - 1,000,000 Excellent
• 650,000 - 749,000 Good
• 500,000 - 649,000 Average
• 350,000 - 499,000 Poor
• Below 350,000 Unacceptable

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Sample Performance Appraisal Criteria

• Service 30
• 4.5-5.0 Excellent
• 4.0-4.4 Good
• 3.5-3.9 Average
• 3.5 or Less Unacceptable

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Sample Performance Appraisal Criteria

• Product Knowledge 5
• 90-100 Excellent
• 80-89 Good
• 70-79 Satisfactory
• 65-70 Average
• Below 65 Unacceptable

www.MentorU.com/Sanfilippo
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Step 7 Develop A Customer Retention And
Appreciation Program

• Retain and develop relationships by having staff
  proactively manage their book of business
• Identify your most valued and profitable
  customers and find ways to reward and appreciate
  them
• i Client advisory groups
• i Special discounts/frequent
• shopper concept
• i Customer appreciation weeks

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Lets Hear Your Ideas!

• Some of the programs we have in place to retain,
• appreciate and identify valued customers are
• 1.
• 2.
• 3.

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To accelerate your sales and service culture

• Hold a management retreat to focus on service and
  sales and create a service and sales council
• Focus on internal service and develop service
  standards
• Provide trainingthen measure and reward your
  sales and service stars
• Set goals and hold people accountable
• 5. Develop a customer retention and appreciation
  program

www.MentorU.com/Sanfilippo
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THANK YOU!
Details of Upcoming Seminars with Barbara
Sanfilippo Available at www.MentorU.com/Sanfilipp
o
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Faculty Office
www.MentorU.com/Sanfilippo
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www.MentorU.com/Sanfilippo