North Carolina Nursery & Landscape Association Inside The Box Customer Service Part 1

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

To transform the business, You must transform the people To build the business, You must build the people To grow the business, You must grow the people “Riding The Blue Train” 3

If No One owns it No One does it! If Someone owns it Someone does it! If Everyone owns it No One does it! 4

5 Design Process Choose the target Set improvement goals Identify the players Determine the time-frame Decide on prizes Design a scoreboard Definition A short-term activity designed to correct a weakness, or pursue an opportunity in the company. There is a goal, a scoreboard and a reward for winning.

Affect Change Reinforce Business Training Build Teamwork Develop a Winning Attitude 6 Affect Reinforce Build Develop

7 Start with the scoreboard or a success board Show the big picture of the company Assign ownership & accountability Keep it changing Keep it short & sweet Create engagement & buy in. HAVE FUN !

8 Cleanliness Collections Delivery accuracy Costs Product yield Re-work Scrap Sales/Gross margin New customers Labor efficiency Production man hours Customer satisfaction Days in receivables Inventory accuracy Work-in-progress On-time delivery Reducing overhead Average sales Inventory reduction Productivity