1. Tim McAleer

3. 1. We are in the people business 2. Our DNA (you!) are the only thing that distinguishes Tradies from any other competitor 3. Tradies is known for it’s customer service, but what is beyond exceptional customer service?

5.  Service & Consistency  Our Purpose = “To Serve and Connect”  When they come to Tradies, they know what to expect  Customer satisfaction is just what happens when nothing goes wrong!  WOW = OK +1  +1’s must be:  Little or no cost  Quick and easy to do  They must be noticed and valued by team members and customers It’s the small things that make the difference, but the difference is no small thing

17.  Recovery philosophy  Recovery = Fix it +1  Never argue with a customer, you might win!

18.  Attitude  Friendly, not familiar  You choose your attitude  The customer’s issues are what’s important, leave you own at the door  Grooming and Presentation  New uniform April 2012  It’s the attention to detail!  Staff will be held accountable for how they are presented  Pocket book checklist provided for you

19.  Handouts