Creating & Sustaining Lasting Customer Relations

School Facilities Management Professional Development Conference

Am I in the right place?

Circle of Connections

“Be true to your work, your word, and your friend.”

—Henry David Thoreau—Henry David Thoreau

Mea Culpa!

Mistake #1:I’m too busy to prospect

Mistake #2:I’ll let the prospect take the lead

Mistake #3:I’ll figure it out once I’m there

Mistake #4:I just love listening to myself

Mistake #5:When it comes to our company,

you name it and I know it

Mistake #6:I usually have good luck just wingin’ it

Mistake #7:Mistake #7:If I wait, they’ll commit;

no need to be pushy

Mistake #8:I wonder if I use weak speak

Mistake #9:Being out of touch with the ideal

customer experience

Mistake #10:Building processes catered toward

company’s vs. customers’ convenience

Mistake #11:Precarious Persona

Mistake #12::Inconsistent commitment towards

customer service training

Mistake #13:Condoning sloppy service

performance in your company

Mistake #14:Fumbled follow-up

It’s your turn…

How do you go fromfaux pas → ah-ha