CUSTOMER SERVICEEveryone’s Business

From There

To Here

“Who we are and how we do it”SERVING

Benefits of Serving

“Two roads diverged in a wood, and I,

I took the one less traveled by,

And that has made all the difference”

Robert Frost

• Create high level of internal and external loyalty• Loyal customers pay more and are easily recovered• Keeps our people working • Allows company to remain financially strong• Easy way to differentiate from competition• Opportunity to maximize pay and benefits• Mission becomes a reality

Our Challenge and Opportunity

Raise the bar

the “optionality” effect

Part of our DNA

revolutionary

The timing is right.

• We “believe” that we already have a good reputation for serving within our market.

• We suspect that some competitors are working aggressively to become better than us.

• Our vision is serve as well as the “best of the best”! (Any industry!)

How Great Can We Become at Serving?

We are in this recession for a reason

We have a major window of opportunity.

From Unique to Unnatural

move to being a heart issue

Focus up and out

Mindset change – a heart thing

Customer service is an emotion but

also an action

Drives Itself

Bigger than Process Improvement

Affects Everyone

Involves Everyone

Agape Love

A Shining Light

Excellent customer service is necessary for our very survival. Therefore we “inspect what we

expect.”