Jim's Ethos and Service Philosophy Franchisee Induction Program
Explore Jim's philosophy on service, Selling by not Selling approach, what sets Jim's apart, and effective customer complaints management. Discover the importance of customer satisfaction, professionalism, and exceeding expectations in the service industry.
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Jims Ethos and Service Philosophy Franchisee Induction Program
Introduction By the end of this session, you will: Appreciate Jim s philosophy on service Understand the Selling by not Selling philosophy Recognise what makes Jim s different Be able to effectively manage customer complaints
Jims Customer Service Ethos Customer Satisfaction: the ONLY measure of good service. Customer surveys show we exceed expectations for over half our customers and less than 2% are dissatisfied.
What Impresses our Customers? Our uniforms Our branded vehicles Our highly recognizable image which is well signed when out and about and on a job. Our professionalism we provide quotes in writing and on appropriate Jim s stationery Our service we take pride in our work, respect our customers and do the job they want us to do.
Exceeding Expectations Presentation Customers will pay more to a contractor wearing a uniform than the same person without. Well signed trailers and fresh uniforms commonly result in a significant growth of referral and walk up work Professionalism Many examples of what constitutes professionalism Franchisees are expected to return customer calls allocated from the Customer Contact Centre within two (2) hours maximum.
Our Professionalism Customer calls Jim's 13 1546 We promise a call back Your responsibility to make that call Customer receives call within 2 hours Call within 10 minutes: 95% likelihood you'll secure the job 99% of calls are answered within 1 minute! How quickly you make it will impact the likelihood of getting the job Wait between 11 minutes and 2 hours and it drops to 78% chance Wait 2 hours + and it's only 50% likely (they may have found someone else by then)
Your Customers if you asked me to sum up everything I know about business in a single sentence it would be this: Be passionate about customers. Jim Penman
Your Customers Needs Initially customers are matched to you based on the service they require Franchisees must adopt questioning techniques to recap requirements Arrange a meeting to ensure clarity
Customer Interaction Written quotes must be provided for all jobs This serves to demonstrate you have understood the customer requirements, providing an opportunity to clarify, clearly detail costs and to impress them with your professionalism. Be prepared to discuss targeted services are you positioned to talk with customers about gutter cleaning in autumn or pruning pre-spring or can you introduce the topic of tax returns prior to the end of financial year?
Tracking Customer Needs Keep records of your customer interactions
Managing Customer Complaints The most common complaints are related to: Not returning calls Not arriving when you said you would See the value in complaints If you can listen more to your customers, you will end up knotting the bond between the customer and your business. Handle quickly: be available and accessible when customers have questions, concerns, or comments. How you react and respond to a complaint will determine whether the complaint is positively or negatively resolved.
Avoiding Complaints Be prompt in returning calls Be diligent in recording and keeping all bookings Only take on work you can manage Take pride in each job you do remember the power of word of mouth Speak to your Franchisor if you are having trouble keeping on top of your workload
Had a bad experience? Australian s love to complain but mostly only to each other.
Effectively Handling Complaints Act fast. Discuss the matter rationally. Don t get angry. Use paraphrasing to clarify with the customer what the complaint is about. Find out what the customer wants done. Accept responsibility for your actions. Ensure the customer is satisfied with the outcome. Assure the customer it will not happen again. Make improvements to whatever led to the complaint in the first place.
Being Assertive You have the right: To take responsibility for your own actions. Not to take responsibility for the actions of others. To say No without feeling guilty. To say No without explaining your decision. Not to answer questions. To make mistakes. To voice your opinion. To ask for what you want. To take time to make a decision. To be illogical. To set limits. To be valued by others.
When Resolution cant be Reached Occasionally a complaint cannot be resolved or the customer is not happy with the outcome. Franchisor will step in to resolve the situation Their decision is final An independent mediator may be engaged.
Recapping this Session Appreciate Jim s philosophy on service Understand what Selling by not Selling means Recognise what makes Jim s different Understand how to tap into customer needs and expectations Practice techniques for effectively managing complaints Understand the process for complaint management
Thank you Thank you
