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GOOD PEOPLE EQUAL GOOD RETAIL

Featuring: Michelle Fenton, El Paso Electric

SHOW 2013

NATSO

Good People Equals Good Retail

Michelle Fenton February 4, 2013 Savannah, Georgia

THE

FEB 3-7 SAVANNAH, GA.

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Good People Practices

Create Profitable Profit/Loss Statements

We spend a lot of time teaching our employees how to take care of our customers and limited time taking care of them. In this refreshing session, Michelle Fenton will show attendees how to create a great work environment that is not only personally rewarding but also attracts repeat business

Road Map for the Next Hour

1. Great orgza,ons capitalize on their people 2. Brief examina,on of customer service 3. Commitment Levels of Employees 4. FISH! Philosophy 5. Implemen,ng Sustainable Change

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When did you have a Perfect Job? What are three characteristics that describe your perfect job?

Great Organiza,ons achieve sustainable growth and prots because they do what other organiza,ons don't:

They maximize the innate, Individual talents of their employees to connect With customers.

Capitalizing on human resources is the only area that remains as an unlimited source of compe,,ve advantages."

Curt Coman & Gabriel Gonzalez-Molina Follow this Path

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Customer Service Defined

Customer service is a series of ac,vi,es designed to:

Enhance the level of customer sa,sfac,on that is, the feeling that a product or service has met the customer expecta,on

Its importance varies by product, industry and customer

Product industry requires less service, service as the industry increases service requirement

Who Are Your Customers?

Who are your customers? What types of services do they request of you? What is your ultimate goal? Who takes care of them?

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You Cant Touch Service

Service is Intangible
Intangible issues are triggered by the human side of business They are subjective, not objective

Factors affecting the intangible

Feelings, emotions, behaviors, understandings, and perceptions

Customer Perceptions What customers WANT compared with What customers GET

=
Opinion of Service Quality

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Service Levels
Desired Service
What you WANT is what you GET

Accepted Service
What you GET is what youll TAKE

Rejected Service
What you HAVE is a COMPLAINT

Fantastic Service
What you GET is really GREAT!

Who Do They Work For?

The Company The VP/Director The Manager The Assistant Manager

We work for the Company, but we also stay at work for our boss! People quit their boss, they dont quit their Company!

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Components of Commitment

Fit & Belonging

Status & Iden,ty

Trust & Mutual Dependence

Emo,onal Reward

Economic Inter- dependence

What Level of Commitment Do Your Employees Have?

All components are weak, the rela,onship will dissolve as soon as convenient All components are strong, therefore strong rela,onship There is high status & iden,ty, when the star fades, so does the rela,onship

Non- Commitment
High trust & mutual dependence, Sense of obliga,on, when this becomes burdensome or theres a way out they leave

Complete Commitment
High in emo,onal reward, they like their job

Associa,ve Commitment
Focus is economic and purely nancial, this person is always searching for be]er oers

Moral Commitment

Emo,onal Commitment

Structural Commitment

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Creating the Right Environment The Fish Philosophy!

1. Play 4. Choose Your APtude 3. Be There

2. Make Their Day

Implementing Change

SuggesAons for Success Recognize the change is real work and dedicate resources Gain commitment at the top and adver,se it frequently Put the person in charge who is the change you want Communicate your results Expect setbacks Keep moving forward

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Sustainable Change

Sugges,ons for Sustainable Change Help employees nd meaning in their work Oer growth opportuni,es Put people in posi,ons where their talents grow Celebrate and recognize success and results
All Levels - Company, manager, employees

Encourage camaraderie Build a community within your organiza,on

References Creating Commitment, Michael OMalley Fish!, Stephan C. Lundin, Harry Paul, John Christensen 2010 Employee Engagement Study, Blessing White

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