Your bridge to financial freedom 0 Internal Service Survey Comment Training March 6 th, 2007

1 AGENDA What is the ISS? How it affects you E&A’s expectations on feedback Comment Examples Comment activity How to proceed

2 ISS – What is it? Has been team feedback and is moving to individual feedback. Each individual is measured on the service they provide internally, based on our service promises. Give feedback to those you have significant or regular contact with.

3 ISS – What is it? Continued Significant contact - Can be 1 horrible contact, or 1 great contact – it is significant if it left an impression on you Regular contact - Direct interaction by phone or in person at least once every two weeks

4 ISS – What is it? Continued Anonymous feedback – MNA conducts, holds and counts survey feedback. E&A only sees end results. Will provide individual results that will count in 2007 performance review. Survey conducted every 6 months to improve upon internal service.

5 ISS – What it is NOT! Performance Review An opportunity to get anonymous jabs in A measure of external service

6 The service we provide to the member is never better than the service we provide to each other ISS – Why is it important?

7 QUESTIONS??

8 Service Promises for ISS 1.I work to develop a relationship with you. 2.I take ownership of your request. 3.I provide you with timely, reliable and predictable service beyond your expectations. 4.I educate you so that you may be more effective in your work. 5.I make every encounter with you comfortable and seamless. 6.I strive to deliver 100% accuracy in a timely manner. 7.I identify your needs and offer a solution. 8.I treat you with the highest standards of professionalism.

9 How will I receive feedback? Results will be available approx. 8 weeks after survey concludes. Your manager will review the results with you individually. You will see your ratings and comments

10 What do I do then? Create your ISS action plan using SMART goals based on the feedback –Specific, Measurable, Action oriented, Realistic, Time constrained. –Not ‘I will try harder’ Set a overall rating goal Receive coaching based on your action plan to support your steps

11 Appropriate feedback 101 Importance of appropriate feedback Everyone in this room is responsible This is not your anonymous chance to send zingers You must give people specific indications of behavior and what would help improve that behavior

12 QUESTIONS??

13 What is wrong with this comment? “You Rock” It’s cotton candy: it tastes good, but there’s nothing to it. What’s an alternative? –“Mr. X consistently provides me with timely responses. I always hear back from him within an hour of my request.” –“Ms. X says thank you each time I work with her. She really shows that she appreciates my help and makes the interaction comfortable and seamless.”

14 What is wrong with this comment? Ms. X just doesn’t seem to meet the standards of professionalism. It’s heat: you are blowing off on somebody without content. What’s an alternative? –“Ms. X does not address me professionally. She frequently uses slang and swear words. If she could use more professional language and not swear, her professionalism would increase.” –“Ms. X does not dress professionally. She often wears shirts that show her midriff. Ms. X needs to be sure that her stomach is covered.”

15 What is wrong with this comment? “Mr. X is wonderful with our members. He always goes above and beyond.” It’s based on Mr. X’s performance with the members. Performance comments should never be in the ISS. Remember, go back to the service promises and internal service!

16 What is wrong with this comment? “Ms. X isn’t nice to me. You can’t choose who to be nice to.” “Nice” isn’t a service promise. What’s an alternative? –“Ms. X doesn’t always express appreciation for my request. It would help if she would say please and thank you when we interacted. When she doesn’t, it seems as though she is making demands of me and it feels disrespectful.”

17 What is wrong with this comment? “Mr. X doesn’t treat anyone with respect. He thinks he’s better than everyone.” It’s directed beyond the scope of your interaction. It’s a zinger. It doesn’t give any constructive feedback for the person to work with. What’s an alternative? –“I do not feel that Mr. X treats me with respect. He doesn’t make eye contact when we talk and he cuts me off in the middle of sentences. It would help if he would stop and listen and focus on the conversation that we are having. If he could improve his professionalism by making eye contact during our interactions and allow me to finish my thoughts, I would feel more respected.”

18 What is wrong with this comment? “Ms. X doesn’t WOW me.” It’s completely vague. The person can’t take action from this comment. What’s an alternative? –“I work at a branch and I always interact with Ms. X on the phone. She never seems to be smiling on the other end and she hangs up abruptly. I feel as though she doesn’t have time to talk with me or address my concerns. If she could work on smiling on the phone and having patience for our conversations to end, her service to me would improve.”

19 What is wrong with this comment? “Mr. X makes too many errors.” Again, it’s too vague and it doesn’t tie in the internal service. The more specific we can be the better. What’s an alternative? –“Mr. X seems to be making errors each month on the #7 report. I must go in and fix these errors and it is not living up to our accuracy standards. If Mr. X could work on the accuracy with the #7 report, it would improve his internal service to me.”

20 What is wrong with this comment? “The “X” team is top notch. What a group!” It’s for the team. There should never be comments about the team or other individuals.

21 QUESTIONS??

22 Time for you to try it….

23 How to get started! You will receive an this week with a link. –MNA hosted site – completely Anonymous! It will ask for your department, the feedback doesn’t come back by department at all – it is a way to gauge response rate. You’ll select all the employees you will rate 2 weeks to complete survey Can complete from home

24 Keep in mind Be fair, honest, specific – it’s NOT anonymous pot shot time!!! Give it the time it deserves – work with your coach to make this a reality Think about the feedback you’ll want to receive –YOU each control this! The ISS is a core part of our sales & service culture – remember…

25 The service we provide to the member is never better than the service we provide to each other

26 Thank you for your time!