3. EMPOWERMENT 1. Is it right for the Customer? 2. Is it right for CREDCO ? 3. Is it ethical? 4. Is it something for which you are willing to be accountable? 5. Is it consistent with CREDCO âs basic beliefs? If the answer is âYESâ to all 5 questions ~ Donât Ask ~ Just Do It!
4. Remember Me? Iâm the person who goes into the restaurant, sits down and waits while the waitress and waiters do everything but take my order. Iâm the person who goes into a department store and stands quietly while the sales clerks finish their little chit chat. Yes, you might say Iâm the good guy! But do you know who else I am? The person who never comes back, and it amuses me to see you spending thousands of dollars every year to get me back into your store, when I was there in the first place, and all you had to do was GIVE ME A LITTLE SERVICE AND SHOW ME A LITTLE COURTESY.
6. Part of the Family First American Title Mortgage Information Services First American Consumer First American Real Estate Database Information Services The First American Corporation First American CREDCO
7. Where Do We Fit In? We provide the lender your credit report to help make an approval decision on your loan We provide a credit report tailored for the consumer Are You.. Wanting to manage your Credit File? Buying a Car? Buying a Home? Your Lender
11. Internal Departments Operations IT Account Set Up Billing Client Relations Finance Product Develop. Human Resources Marketing Legal Sales Poway Portland Uniondale First American CREDCO Operations Operations
18. â eBusiness is about rebuilding the organization from the ground up. Most companies today are not built to exploit the Internet. Their business processes, their approvals, their hierarchies, the number of people they employ⌠all of that is wrong for running an eBusiness.â Ray Lane, Kleiner Perkins
19. Our eBusiness Products ⢠DECISION Suite ⢠eReportOrganizer ⢠Axis (Applicant Express Information System) ⢠www.ecredco.com ⢠FAST Web
23. First American Financial Corporation NYSE: FAF The Leading Provider of Real Estate-Related Financial and Information Service
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25. YOU are the air traffic controllers of the company. Landing every customer contact safely. Our basic business strengths is YOUR commitment and contribution.
26. Which airline gets talked about? Which airline breeds repeat employee/customer loyalty? Which airline is FUN?
33. Each employee has many opportunities daily to impact our customers - What will be their perceived experience???
34. "Experiences are as distinct from services as services are from goods." Joseph Pine & James Gilmore, The Experience Economy: Work is Theatre & Every Business a Stage
35. 1940: Cake from flour, sugar (raw materials economy): $1.00 1955: Cake from Cake Mix (goods economy): $2.00 1970: Bakery-made cake (service economy): $10.00 1990: Party @ Chuck E. Cheese (experience economy): $100.00
37. Why Customers Leave From an in-depth study conducted by the Small Business Administration 1% Die 3% Move Away 5% Switch to friends in the business 9% The competition is better 14% Product dissatisfaction 68% They perceive an attitude of indifference!!!
38. "While everything may be better, it is also increasingly the same." Paul Goldberger on retail, âThe Sameness of Things,â The New York Times
39. â The âsurplus societyâ has a surplus of similar companies, employing similar people, with similar educational backgrounds, working in similar jobs, coming up with similar ideas, producing similar things, with similar prices and similar quality.â Kjell Nordstrom and Jonas Ridderstrale, Funky Business
40. What we sell is the ability for a 43-year-old accountant to dress in black leather, ride through small towns and have people be afraid of him." Experience: âRebel Lifestyle!â Harley exec, quoted in Results-Based Leadership
41. EXACTLY HOW DO I PASSIONATELY CONVEY A DRAMATIC DIFFERENCE TO THE CLIENT?
42. "Customers will try 'low cost providers' ... because the Majors have not given them any clear reason not to." Leading Insurance Industry Analyst
46. â A Customer is the most important person ever in this office ~ in person or by mail. A Customer is not dependent on us, we are dependent on him. A Customer is not an interruption to our work, he is the purpose of it. We are not doing him a favor by serving him, he is doing us a favor by giving us the opportunity to do so.â ~from the L.L. Bean Credo
47. â Exceed your customersâ expectations. If you do, theyâll come back over and over. Give them what they want and a little more. Let them know you appreciate them. Make good on all your mistakes, and donât make excuses ~ apologize. Stand behind everything you do. âSatisfaction guaranteedâ will make all the difference.â ~ Sam Walton
54. What Your Voice Says About You In face to face encounters, more than 50% of our communication is done through body language: eye contact, hand gestures, body movement, and facial expressions. On the telephone, all of that is lost. So you have to work twice as hard to communicate. 1. Put A SMILE In Your Voice. 2. Reduce Your Rate Of Speech. 3. Speak Directly Into The Telephone. 4. Enunciate Your Words 5. Sound Natural 6. Listen To Your Own Voice REMEMBER: If the Customer does not understand you, they will not do business with your company.
56. Value of a Lifetime Customer Small Company Large Company Cost of Credit Report # of Reports per Month One Monthâs Revenue Months each Year One Year of Revenue # of Years with CREDCO Total Value of a Lifetime Customer $ 60 80 $ 4800 12 $ 57,600 7 $ 103,200 $ 50 200 $ 10,000 12 $ 120,000 7 $ 860,000
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58. The âLADDERâ of Customer Service top rung middle rung lowest rung one rung under bell rung wrong rung dumb rung all rung out UNDER GROUND LEVEL L O W E S T A C C E P T A B L E L E V E L law suit pissed did wrong unhappy apathetic satisfied very satisfied Customer is⌠LOYAL Tells everyone about you Tells a few people May tell someone, if asked Tells no one Tells at least 10 people Tells at least 25 people Tells everyone who will listen Tells the whole city Refers everyone proactively Refers a few people If asked, may refer Likely refers no one Refers for sure no one Refers absolutely no one Surely you jest (reverse referral) anyone BUT you Always returns to buy Sometimes returns to buy If convenient, may buy Maybe yes, probably not After a few years maybe Only by force Never â or when it snows in hell Not even if it helps the space program From âCustomer Satisfaction is Worthless Customer Loyalty is Pricelessâ by Jeffrey Gitomer
63. Satisfaction, Communication, & Performance Satisfaction Communication Performance High High Highest Low High High High Low Low Low Low Lowest
64. Profit Impact of Market Strategies Three Basic Strategies Customer Perception of Service * Average product, with an average number of defects 15% ROI (Return on Investment) (1) Low Cost (2) Stuck in the Middle * 25% ROI (Return on Investment) (3) High Value Added
70. The Guest â Everything you already knew about Great Customer Service.â Staring a hapless hero who takes viewers on a tour of his imagination to prove that everything we need to learn about great customer service, we already know!
75. Do I bring all of my energy, enthusiasm, and passion to my job each day.
76. The Philosophy FISH! Bring the JOY of LIVING to the Place you are Making a Living! â When FISH! Made the rounds in our office, it practically started a feeding frenzy. Everyone wanted to see it - and see it - and see it! The film is so much fun to watch, and the message is so important to hear, that I carry it with me wherever I go!â Ken Blanchard , Co-author of The One Minute Manager and Gung Ho! Work may be serious and we might be serious about work ~ But, we donât have to take ourselves too seriously at work!
77. Think FISH Play ~ Make Their Day ~ Be There ~ Choose Your Attitude ~ Itâs about having fun, enjoying yourself, being spontaneous and creative. Itâs about doing something special for your customers and co-workers. Itâs about being totally focused on the moment and on the person or task at hand. Itâs about accepting full responsibility for all of out choices, even out attitude at work.
