The Little Big Things: Service
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Overview
About the programme
The Little Big Things: Service DVD in the new Tom Peters training programme will help you and your teams organisationally attack, dismantle, and rebuild how you view the service you provide to your customers. How? Through Tom's decades of experience with companies in all industries!
Do you know that even your landscape company thinks about how quickly the debris is picked up as part of their "brand"? Do you think it's a great idea to trash your competitors? Do your employees think that they are a representative of your company with each and every interaction? The topics covered in these twelve clips are essential to your business and should be viewed by every employee - from the CEO to front-line staff.
This is how you succeed in business - your business - any business and this is how you survive when your competitors fall.
Programme includes
- DVD (28 minutes)
- Discussion guide
- PowerPoint slides
This programme is part of The Little Big Things series
Information
Produced by Enterprise Media 2009
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Learning chapters
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Clean up Your Brand http://www.videoarts.com/product/LTBIG3 L01/Clean-up-Your-Brand http://www.videoarts.com/images/products/LTBIG3.JPGEverything you do is your brand. It is your signature. In some ways, this is an extension of the idea that you “dress for success.” Think of everything you do in this context and ensure that you are making a great impression all the time.... (read more)
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Customer Loyalty http://www.videoarts.com/product/LTBIG3 L02/Customer-Loyalty http://www.videoarts.com/images/products/LTBIG3.JPGCustomer loyalty used to be a novel idea. Rather than thinking about your customer today, think about what that customer could mean to your business over the long term. Tom uses the story of Sewell Cadillac to make his point about why its important to think in terms of Customer Loyalty.... (read more)
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Granite Rock http://www.videoarts.com/product/LTBIG3 L03/Granite-Rock http://www.videoarts.com/images/products/LTBIG3.JPGTom tells the story of The Granite Rock Co in Watsonville, California who has a slogan, "Dont like it? Dont pay." If you are not happy with the service or quality, then you dont have to pay. How confident would YOU be notifying your customers that they were only to pay their bill if they were 100% satisfied with the service that they received?... (read more)
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Internal Customers Matter - A Lot! http://www.videoarts.com/product/LTBIG3 L04/Internal-Customers-Matter---A-Lot! http://www.videoarts.com/images/products/LTBIG3.JPGTom thinks that internal customers matter - maybe even more than external customers. You need to have everyone in your organization supporting you if you want to succeed and how do you do that? The answer is simple: Pay attention to internal customers.... (read more)
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Invest in Your People http://www.videoarts.com/product/LTBIG3 L05/Invest-in-Your-People http://www.videoarts.com/images/products/LTBIG3.JPGTom speaks about a store near his home where the company had spent a lot of money improving the store but failed to invest in trainin... (read more)
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It All Starts (And Ends) Here http://www.videoarts.com/product/LTBIG3 L06/It-All-Starts-(And-Ends)-Here http://www.videoarts.com/images/products/LTBIG3.JPGPsychology (and common sense) tells us that the beginning and the end of an experience overwhelm our impression of service. Tom talks about the “Disney Experience” and how you can implement that in your organization by managing down to the microsecond the beginning customer experience and the ending experience.... (read more)
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Never Trash Your Competitors http://www.videoarts.com/product/LTBIG3 L07/Never-Trash-Your-Competitors http://www.videoarts.com/images/products/LTBIG3.JPGSo many things that are important are simple truisms. One of them is this: never (EVER) trash your competitors. Sell yourself. Your competitors may be brutal. You may privately think they're worthless, but don't ever say that. If you do, it will only reflect poorly on YOU.... (read more)
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On Courtesy - Henry Clay http://www.videoarts.com/product/LTBIG3 L08/On-Courtesy---Henry-Clay http://www.videoarts.com/images/products/LTBIG3.JPGHenry Clay said, “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” Keep in mind; people remember the small stories and small things.... (read more)
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TGW and TGR http://www.videoarts.com/product/LTBIG3 L09/TGW-and-TGR http://www.videoarts.com/images/products/LTBIG3.JPGMany industries have long used a measure called TGW (Things Gone Wrong). There is the other side of the message, TGRThings Gone Right. Find out what Tom has to say about TGW and TGR.... (read more)
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The Problem with Perfection http://www.videoarts.com/product/LTBIG3 L10/The-Problem-with-Perfection http://www.videoarts.com/images/products/LTBIG3.JPGWhen things are perfect, it is not always memorable to the customer. The happiest customer will be a customer who had a problem and you made an awesome comeback. Think about the “problem with perfection.”... (read more)
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We are Thoughtful http://www.videoarts.com/product/LTBIG3 L11/We-are-Thoughtful http://www.videoarts.com/images/products/LTBIG3.JPGFundamental decency matters. Tom likes the word thoughtfulness much that he put together a list about why it is important and suggests some additions to your value statements with them.... (read more)
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You Are An Ambassador http://www.videoarts.com/product/LTBIG3 L12/You-Are-An-Ambassador http://www.videoarts.com/images/products/LTBIG3.JPGEveryone who is in business is a salesperson all the time. And everybody is an ambassador for their organization. Tom expands on this simple concept by pointing out that whomever a person meets from your organization is an ambassador.... (read more)
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Keywords
Tom Peters, customer service, leadership, brand, loyalty, Henry Clay, internal customer service
