1. Shaping Our Future

2. Know your customer External Those who buy your goods and/or services Internal Those with whom you work every day – your teammates

4. Empower Innovative Thinking How you THINK about your students and your teammates is how you will treat them.

5. Expect Excellence....of yourself ….from your teammates ….from your supervisor ….from your students

6. Signs of Profit and Growth Increased graduates, transfers, completers Increased numbers of students receiving aid/scholarships A raise in cumulative gifts and grants Successful fundraising opportunities Increased awareness to the region

7. The Service-Profit Chain by James Heskett, Earl Sasser, Jr., and Leonard Schlesinger Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers. Value is created by satisfied, loyal and productive employees.

8. Service-Profit Chain When management focuses on developing the talent of the employee… and the employee focuses on developing the relationship with the customer… then the company succeeds!

9. Turning Talent into Performance The true measure of a leader is not how high he climbs up the mountain, but rather how many people he brings along with him.

10. Become Brilliant at the Basics! The most important thing is to serve hot food hot and cold food cold. --J W Marriott

11. Incivility Lowers Performance 48% decreased their work effort 47% decreased their time at work 38% decreased their work quality 66% said their performance declined 80% lost time avoiding the offender 78% said their commitment to the organization declined Harvard Business Review April 2009

12. SERVICE Example is not the main thing in influencing others -- it is the ONLY thing. --Albert Schweitzer

13. ATTITUDE The greatest discovery of my generation is that a human being can alter his life by altering his attitude. --William James (1842-1910)

14. Happiness Happiness is when What you Think What you Say and What you Do Are in Harmony --Ghandi

15. Employee Morale 24% feel a sense of commitment ----- 43% feel trapped ----- 33% are considered high-risk -- Hudson Research Institute

16. 3 Faces of Customers * Advocate --- *Apathetic -------------- *Assassin ----- *Satisfaction Chris Denove and James D. Power IV

17. 7 out of 10 complaining customers WILL do business with you again IF you resolve the complaint in their favor. _______________________ If you resolve it on the spot, 95% will do business with you again.

18. Can You Hear Me Now?

19. The Variations of Body Language

20. Improve Your Listening Skills Be ready to listen Ask the right questions Show you are listening Restate Express empathy Emotion is sometimes more important than fact

21. Service Recovery Thank your customer for communicating with you Apologize for the mistake or misunderstanding Promise to fix the problem Take Action Follow up to ask if the customer is satisfied

22. TEAMWORK Not finance. Not strategy. Not technology. It is TEAMWORK that remains the ultimate competitive advantage, both because it is so powerful and so rare. Patrick Lencioni The Five Dysfunctions of a Team

23. CONSISTENCY We are what we repeatedly do. Excellence then is not an act, but a habit. --Aristotle

24. Bobbie Walker Partnership Marketing Education Director Virginia Tourism Corporation 804.545.5582 bwalker@virginia.org