TEAM MEETING02/11/20121130-1330

Roda’s Approach

Very Direct Need Agreement on everything No frills Please explain things to me as if I was a

third grader. You give 100%. We get along fine.

Why? $ and Pride.

Outline

What is a startup? What do we do? Schedule consistency

On time, definition. Team building exercise The Basics. Brand Perception

What is It? Why we need it! Why It’s important.

What Is A Startup?

A company with a limited operating history. These companies, generally newly created, are in a phase of development and research for markets.

(Discuss)

What Do We Do?

Business: an entity that provides goods and services and makes a profit as a result.

Schedule Consistency

On Time: “At the expected time.” example: 9:00am means 9:00 or earlier.

What impression does it have on a customer when you don’t care enough to be on time?

Why should they care about us if we don’t care about them?

Consistency

Consequences of constantly being late.

What should they be?

Discuss.

Consistency

Hold TechniqueI=INFORME=ESTIMATEA=ASKT=THANKT=THANK AGAIN

Consistency

Congratulations! Based on the information you have given me you qualify to become a citizen!

Karina and Velia are great at doing this!

Must do on EVERY appointment.

Consistency

Voicemail: Everyone must set up their voicemail and check it every day!

Your customers should have this number.

Start redirecting to voicemail.

Consistency

Greeting: If someone cares enough to be here and spend their hard earned money.

Get up from your desk Walk over to them Introduce yourself (warm smile) Invite them to your office

Consistency

At the end of every appointment:

Customer should have your contact number and extension.

Should know our store schedule. Should be aware of all steps involved in the

process. Should leave with a kit/n400 form or left a

deposit.

Consistency

SUPPORT ONE ANOTHER!!!!!

Consistency

Why is trash talk not a good idea among employees?

Consistency

The nature of the call center is highly regimented.

The Sales Floor needs to be cognizant of that fact and act accordingly.

No Cell Phones on Floor I DO NOT WANT TO HEAR “but they do it all the time!”

Discuss

Team Building

A chain is only as strong as its weakest link.

Brand Perception

What kind of Brand Perception do we have?

Would you refer your parents to us?

What kind of Service do your parents deserve?

Discuss:

Thank You!!!!