2. TEXT
MICHELE BUTCHER-JONES
▸ Support Rocketeer for WP Rocket
▸ Owner of 13Core
▸ WCUS Organizing Team
▸ WPKids
▸ Lead Organizer for Southern
Illinois WP Meetup
▸ Teacher/Mom/Photographer
6. SET YOUR STANDARDS EARLY IN THE GAME
▸ As an owner or manager set the standard for customer
service
▸ Training
▸ Have your standards written down and accessible to
everyone
7.
8. THE RITZ CARLTON PROCESS OF CONSIDERATION
▸ Part of a systematic approach for achieving the Key
Success Factors?
▸ Driving employee empowerment and innovation?
▸ Embracing product and service benchmarking?
▸ Based on research of proven best practices?
▸ Transferrable to the company’s culture?
▸ Effective in creating a culture of innovation?
Is it…
9. BUILD A TEAM, DO NOT HIRE EMPLOYEES
▸ Everyone should “want to be there” and not there to get a
paycheck
▸ Take time to find the right person for the position
▸ You can always teach skills, but you can not teach
inspiration and dedication.
▸ Have the applicants to talk to the CEO, the middle man,
and the last new hire so they learn about all aspects of the
company.
10. TRAINING TIME
▸ Do NOT train by fire.
▸ Train on the technical and the personal aspects of their
position
▸ Give the time for appropriate training
▸ Make sure the trainers know the job they are training
others in
11. FOR EMPLOYERS AND MANAGERS
▸ Happy team members will go above and beyond their
minimum standards
▸ Respect goes both ways
▸ Engage in the department
▸ The janitor is as much a part of the team as the CEO
▸ Sometimes you have to roll up your sleeves and join your
team for it to be a success.
▸ Great leaders take the time to ask and listen
12.
13. PROVIDE WHAT IS NEEDED TO SUCCEED
▸ Ensure the technology is appropriate for the work being
completed
▸ Give trust to your employees that they will make the best
decision with what they are given
▸ Talk with your team to ensure positive work environments
and their needs are being met.
▸ Always look to improve
14.
15. TEXT
IT IS NOT ABOUT YOU
▸ It is about providing a business based on service or
products for others.
▸ You may own the company but you work of every single
person who buys your product or uses your services.
31. AND MAKE IT A POSITIVE
EXPERIENCE
IT IS ALRIGHT TO FIRE A CLIENT
32. INTRIGUED ON LEARNING MORE ON THIS STYLE OF CUSTOMER SERVICE?
SOME OF THE INFORMATION HERE IS FROM/BASED
ON THE BOOK “THE NEW GOLD STANDARD: 5
LEADERSHIP PRINCIPLES FOR CREATING A
LEGENDARY CUSTOMER EXPERIENCECOURTESY OF
THE RITZ-CARLTON HOTEL COMPANY.
https://www.amazon.com/The-New-Gold-Standard-Ritz-Carlton-ebook/dp/B0015DTUSE