North Carolina Nursery & Landscape Association Inside The Box Customer Service Part 2

2 The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or even do. It is more important than appearance, giftedness or skill. It will make or break a company… a church…a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past… we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the string we have, and that is our attitude. I am convinced that life is 10 percent what happens to me and 90 percent how I react to it. And so it is with you…we are in charge of our attitudes! -Charles Swindoll

The Customer is always right? 3 The Customer Customer Everyone in our organization has the right to be the…

4 Forming Norming PerformingStorming

1 % - Died 3 % - Moved away 4 % - Naturally float 5 % - Change on a friend’s recommendation 9 % - Can buy it cheaper somewhere else 10 % - Are chronic complainers 68 % - Go elsewhere because their expectations were not met 5

K now your customer E ducate yourself about the competition E xpect the unexpected P eople skills and personalities Creating a happy customer is half the battle. “Keeping” the customer is winning the battle. 6 KEEPKEEP

96 % of unhappy customers never complain. 91 % of those who don’t complain will not buy 2 again from the business that offended them. The average unhappy customer will share the 2 negative story with at least nine other people. 13 % will tell more than 20 people. The average unhappy customer will remember the incident for 23 ½ years. The happy customer will talk about the pleasant experience for 18 months. 7

C alm L isten E 3 empathy, A gree to a solution R espond and follow up 8 CLE3ARCLE3AR explain,expectation

Customers who complain to an organization and have their complaint satisfactorily resolved tell an average of five people. Between 54% and 70% will do business again with the organization if their complaint was resolved. That figure goes up to a staggering 95% if the customer feels the complaint was resolved quickly. 9

10 Personal Procedure Personal Procedure Personal Procedure