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Rob McElroy, P.E. General Manager

The Importance of Delivering WOW Service to a. Captive Audience. Rob McElroy, P.E. General Manager. (HINT: It’s a very smart bet!). We Do Have Competition!. Communicate Value. We cannot define value on OUR terms!. Focus On The Customer. Customer.

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Rob McElroy, P.E. General Manager

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  1. The Importance of Delivering WOW Service to a Captive Audience Rob McElroy, P.E. General Manager (HINT: It’s a very smart bet!)

  2. We Do Have Competition!

  3. Communicate Value

  4. We cannot define value on OUR terms!

  5. Focus On The Customer Customer

  6. The Smart Bet Is On Great Customer Service!

  7. Smart Bet No.1 Smile

  8. $4.5MM

  9. Smiles are Cheap!

  10. Smart Bet No. 2 A Great First Impression

  11. Dress For Success

  12. Smart Bet No.3 Smart Phone Use

  13. Hello Grandmother. This is Jane.

  14. Smart Phone Use QUESTION: Do YOUfeel important right now?

  15. Smart Bet No.4 Remember How Important They Are

  16. Customer Appreciation • Car Washes

  17. Smart Bet No.5 Help Your Customer Succeed

  18. New Customer Bags

  19. Smart Bet No.6 Talk To Them…Often

  20. Keep Your Customer In The Loop • The Current Situation • “Here’s what happened.” • The Next Step • “Here’s what you’re going to see.” • How To Find Out More • “Here’s my card. Please call me!”

  21. Smart Bet No. 7 Walk The Talk

  22. Walk the Talk

  23. Customers don’t make up stories about you…

  24. Focus On The Customer Customer

  25. It’s Time To Win! It’s Time to Deliver WOW Now!! Rob McElroy, P.E. General Manager www.daphneutilities.com

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