November 13, 2008 Today’s Presentation: Just Fix My *%&$^ Problem!!!
AGENDA • 12:00 p.m. Program Begins • Welcome/Introduction: Carlos Witherspoon,HDICharlotte VP Programs • 12:10 p.m. Jeff Brooks (Presentation) • JUST FIX MY %#$@ PROBLEMTM • 1:15 p.m. Closing Remarks, Survey • 1:30 p.m. Meeting Closes
HDI Charlotte News • Networking??? This meeting is comprised of over 46 different companies • Next Events • July 17th – Vista Presentation – Info to follow • August 2nd - Summer Social - HDI Charlotte @ Knights- Info on Web Site • Charlotte Chapter Library – Books can be checked out. Current title list is available online • HDI Membership – Ask about a free Trial Membership • Our Website: www.hdicharlotte.org
JUST FIX MY %#$@ PROBLEMTM Jeffrey M. Brooks MBA, MSCIS, MCP, HDM, ITIL
What are we going to talk about? • What is “Fix the Customer?” • What about Fixing the Problem? • Bad Customer Services Examples • How can we apply “Fix The Customer” • What do we remember most about a situation • Review & Wrap Up • Questions
Who Does This Anyway? What happened the last time they didn’t have your size in the store?
What Does it Cost? Happy to Do It! Here’s What It Costs.
What Do We Do? If the customer wants someone on site, and is willing to pay, we are HAPPY TO DO IT!
The Real Question: What Can it Cost? • Loss of Maintenance • Bad Reputation • Stress • Phone call to the CEO/CIO/CTO • Loss of Customer
Viva Las Vegas May I please have another Diet Coke?
What I Should Have Heard… My pleasure! I’ll have your waitress bring it over to you right away.
Consider… Can you help me Map Some Data on our form?
Welcome to Wendy’s… Please Drive Up to the Window…
It Could Have Gone Better… We normally process…but I’m happy to take care of that right here.
Consider… What do you mean I have to call the partner?
Can’t Believe I Have To Call Support May I please have the model of the Printer?
You Want Me To Do What? My mistake…it’s a red button.
Consider… Do you see the Check Box inside the Object Properties?
Know When To Say No – NEVER! Absolutely….right away.
Consider… Can I have a conference call with a Developer? How about the Product Manager?
Are We There Yet? OK…how long is it going to take?
Consider… When do you think that Patch will be available? Will my fix be in the patch?
Are You the CEO? I wanted to voice some concerns about a recent flight…
A Little Empathy Goes A Long Way As an apology, please accept these…
Consider… What can we do for our customers when we make a mistake?
I Scream, You Scream, We All… WOW! Cakes, how much are those?
Let Them Eat Cake? That’s a new product, and I don’t have pricing yet…but I am more than happy to…
Consider… When a consultant is on site…and they just don’t know.
A Picture Is Worth A 1000… Wouldn’t that be a great picture!
The Customer is Always Right? In our experience…but…I am more than happy to do it for you.
Consider… How do we convince our customers to follow best practices. – Lead by example!
Something fishy… I’m allergic to Avocado!
Have It Your Way If Burger King can do it…
But…The Handbook Says… Sometimes, an employee feels like they are only following orders.
I’ve Got The Power The more empowered your employees are, the more successful they will be!
The Worst for Last… My wife was so proud that she got herself, the kids and the luggage to the airport on time… …but the good part in the story ends there!
A 25lb Baby is NOT small… My happiness is not worth $20?
I can speak to the Supervisor when? Monday through Friday from 9 am to 5 pm. B S!
What did I want? The plane to come back? My luggage! Most Importantly - Empathy!
How Did They Fix It? A gesture that ensures I come back for MORE Service!
Is It Really That Bad… Consider that I remember these situations so clearly I am able to do a presentation about them.
And… I spent a good deal of time debating if I would ever do business with those organizations again!
Fix The Customer = Work Around It’s the difference between telling a customer they have to wait for a Patch, and just getting them up and running again.
What makes me sick! I AM SICK AND TIRED OF HEARING ABOUT WHAT YOU CANNOT DO!