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MMV HDI Charlotte ChapterCHARLOTTE
November 13, 2008
Today’s Presentation:Just Fix My *%&$^ Problem!!!
MMV HDI Charlotte ChapterCHARLOTTE
AGENDA12:00 p.m. Program Begins
» Welcome/Introduction: Carlos Witherspoon,HDI Charlotte VP Programs
12:10 p.m. Jeff Brooks (Presentation) JUST FIX MY %#$@ PROBLEMTM
1:15 p.m. Closing Remarks, Survey
1:30 p.m. Meeting Closes
MMV HDI Charlotte ChapterCHARLOTTE
HDI Charlotte News
• Networking??? This meeting is comprised of over 46 different companies
• Next Events• July 17th – Vista Presentation – Info to follow• August 2nd - Summer Social - HDI Charlotte @ Knights-
Info on Web Site • Charlotte Chapter Library – Books can be checked out.
Current title list is available online• HDI Membership – Ask about a free Trial Membership• Our Website: www.hdicharlotte.org
MMV HDI Charlotte ChapterCHARLOTTE
Your OfficersCHARLOTTE, NC
Lando, David President
Autrey, Cori National Coordinator
Brooks, Jeff Librarian
Canaday, Joseph Treasurer
Chris Bennington VP Membership
Saunders, Jason Webmaster
Witherspoon, Carlos VP Programs
MMV HDI Charlotte ChapterCHARLOTTE
Thank You to Our Sponsors
MMV HDI Charlotte ChapterCHARLOTTE
JUST FIX MY %#$@ PROBLEMTM
Jeffrey M. Brooks MBA, MSCIS, MCP, HDM, ITIL
MMV HDI Charlotte ChapterCHARLOTTE
What are we going to talk about?
What is “Fix the Customer?”What about Fixing the Problem?
Bad Customer Services ExamplesHow can we apply “Fix The Customer”What do we remember most about a
situationReview & Wrap Up
Questions
MMV HDI Charlotte ChapterCHARLOTTE
Fix The Customer?
MMV HDI Charlotte ChapterCHARLOTTE
Houston…We Have A Problem!
MMV HDI Charlotte ChapterCHARLOTTE
Who Does This Anyway?
What happened the last time they didn’t have your size in the store?
MMV HDI Charlotte ChapterCHARLOTTE
What Does it Cost?
Happy to Do It!
Here’s What It Costs.
MMV HDI Charlotte ChapterCHARLOTTE
What Do We Do?
If the customer wants someone on site, and is willing to pay, we are HAPPY TO DO IT!
MMV HDI Charlotte ChapterCHARLOTTE
The Real Question: What Can it Cost?Loss of Maintenance
Bad ReputationStress
Phone call to the CEO/CIO/CTOLoss of Customer
MMV HDI Charlotte ChapterCHARLOTTE
Viva Las Vegas
May I please have another Diet Coke?
MMV HDI Charlotte ChapterCHARLOTTE
What I Should Have Heard…
My pleasure! I’ll have your waitress bring it over to you right away.
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
Can you help me Map Some Data on our form?
MMV HDI Charlotte ChapterCHARLOTTE
Welcome to Wendy’s…
Please Drive Up to the Window…
MMV HDI Charlotte ChapterCHARLOTTE
It Could Have Gone Better…
We normally process…but I’m happy to take care of that right here.
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
What do you mean I have to call the partner?
MMV HDI Charlotte ChapterCHARLOTTE
Can’t Believe I Have To Call Support
May I please have the model of the Printer?
MMV HDI Charlotte ChapterCHARLOTTE
You Want Me To Do What?
My mistake…it’s a red button.
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
Do you see the Check Box inside the Object Properties?
MMV HDI Charlotte ChapterCHARLOTTE
Know When To Say No – NEVER!
Absolutely….right away.
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
Can I have a conference call with a Developer? How about the Product Manager?
MMV HDI Charlotte ChapterCHARLOTTE
Are We There Yet?
OK…how long is it going to take?
MMV HDI Charlotte ChapterCHARLOTTE
Against The Rules?
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
When do you think that Patch will be available?
Will my fix be in the patch?
MMV HDI Charlotte ChapterCHARLOTTE
Are You the CEO?
I wanted to voice some concerns about a recent flight…
MMV HDI Charlotte ChapterCHARLOTTE
A Little Empathy Goes A Long Way
As an apology, please accept these…
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
What can we do for our customers when we make a mistake?
MMV HDI Charlotte ChapterCHARLOTTE
I Scream, You Scream, We All…
WOW! Cakes, how much are those?
MMV HDI Charlotte ChapterCHARLOTTE
Let Them Eat Cake?
That’s a new product, and I don’t have pricing yet…but I am more than happy to…
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
When a consultant is on site…and they just don’t know.
MMV HDI Charlotte ChapterCHARLOTTE
A Picture Is Worth A 1000…
Wouldn’t that be a great picture!
MMV HDI Charlotte ChapterCHARLOTTE
The Customer is Always Right?
In our experience…but…I am more than happy to do it for you.
MMV HDI Charlotte ChapterCHARLOTTE
Consider…
How do we convince our customers to follow best practices. – Lead by example!
MMV HDI Charlotte ChapterCHARLOTTE
Something fishy…
I’m allergic to Avocado!
MMV HDI Charlotte ChapterCHARLOTTE
Have It Your Way
If Burger King can do it…
MMV HDI Charlotte ChapterCHARLOTTE
But…The Handbook Says…
Sometimes, an employee feels like they are only following orders.
MMV HDI Charlotte ChapterCHARLOTTE
I’ve Got The Power
The more empowered your employees are, the more successful they will be!
MMV HDI Charlotte ChapterCHARLOTTE
The Worst for Last…
My wife was so proud that she got
herself, the kids and the luggage to
the airport on time…
…but the good part in the story ends there!
MMV HDI Charlotte ChapterCHARLOTTE
A 25lb Baby is NOT small…
My happiness is not worth $20?
MMV HDI Charlotte ChapterCHARLOTTE
I can speak to the Supervisor when?
Monday through Friday from 9 am to 5 pm.
B S!
MMV HDI Charlotte ChapterCHARLOTTE
What did I want?The plane to come back?
My luggage!Most Importantly - Empathy!
MMV HDI Charlotte ChapterCHARLOTTE
How Did They Fix It?
A gesture that ensures I come back for MORE Service!
MMV HDI Charlotte ChapterCHARLOTTE
Is It Really That Bad…
Consider that I remember these situations so clearly I am able to do a presentation about them.
MMV HDI Charlotte ChapterCHARLOTTE
And…
I spent a good deal of time debating if I would ever do business with those organizations again!
MMV HDI Charlotte ChapterCHARLOTTE
Create a Bill of Rights
MMV HDI Charlotte ChapterCHARLOTTE
Fix The Customer = Work Around
It’s the difference between telling a customer they have to
wait for a Patch, and just getting them up and running again.
MMV HDI Charlotte ChapterCHARLOTTE
What makes me sick!
I AM SICK AND TIRED OF HEARING ABOUT WHAT YOU CANNOT DO!
MMV HDI Charlotte ChapterCHARLOTTE
My Wife’s Birthday Ruined!
MMV HDI Charlotte ChapterCHARLOTTE
60 Days Later…
MMV HDI Charlotte ChapterCHARLOTTE
My Thesis!
Customer Service IS Not about what you can’t do…
what YOU CAN DO!!!!
MMV HDI Charlotte ChapterCHARLOTTE
Wrap It Up…
People remember bad experiencesWhat does it cost vs. what can it cost
Consider a formal Incident and Problem Management Process
Fix the Customer…Not the ProblemFirst and foremost…what can you do?
MMV HDI Charlotte ChapterCHARLOTTE
Questions…Comments…Snide Remarks?
MMV HDI Charlotte ChapterCHARLOTTE
Thank You
Jeffrey M BrooksSenior Manager, Support Services
Peak 108910 Lenox Point Dr
Suite ACharlotte, NC 28273
Main: 1-704-264-1027Mobile: 1-803-554-3838
www.peak10.com
Please fill out a survey!