I am excited to announce that this past summer I completed my training as an EOS Professional Implementer.  I am one of only 21 in the entire country that has been given this unique opportunity.

EOS^® (The Entrepreneurial Operating System^®) is a powerful system that takes a holistic self-sustaining approach to building a great company.  It helps a business owner get the most out of their business.  We have delivered over 1600 full-day sessions for more than 200 companies.  As a result, companies:

§ Crystallize their vision, getting everyone on the same page and rowing in the same direction

§ Gain tremendous traction by building discipline and accountability into the organization

§ Create a healthy, functional and cohesive leadership team and company.

For actual client testimonials click here.  To give your organization a check-up click here.

This real world proven system is also captured in the award winning book Traction:  Get A Grip On Your Business.

If you know of a business owner/entrepreneur that is frustrated and/or looking to get more out of their business, I’d appreciate the referral. You have my word, they’ll be in good hands and they’ll thank you for it.

EOS Professional Implementer

Gregory Cleary

In a highly competitive business environment, quality service is the key to standing out. Differentiation is no easy task though: as more and more companies strive to achieve a reputation for great service, the bar gets higher – and successful vendors do not rest on singular achievements for too long before they ask themselves, “How do we sustain achievement by making exceptional service the norm?”

Standing out among the competition does not always involve modifying product/service offerings. Sometimes it pays to change how you sell instead of what you sell, which might mean honestly examining the kind of experience your service process guarantees for your customer.

Great customer service comes from having a process that puts people first: a clearly defined way of doing things that representatives can personalize on the front lines of service. Processes are only meaningful to people when applied to their specific needs and goals. Some companies make the mistake of “over-processing” and “under-personalizing;” they make a sale, acquire a customer, and gradually start to pull back their attention as they put the customer rapport on a kind of auto-pilot.

Acquiring a customer means acquiring a relationship. Why go after new business if you can’t back up your promotional messages with a lasting commitment to great service?

Of course customer relationships vary, but there are common things that every customer appreciates, and general principles that should play out in every customer relationship.

Don’t trudge customers through small talk and scripted questions

Ask customers real questions that show interest, intention and intellect

Don’t assume with customers that one size fits all

Get to know your customers so that the information you relay to them is relevant

Don’t talk to customers like you know what’s best for them

Discover a customer’s authentic needs; present yourself in terms of those needs

Don’t pretend to have answers when you don’t (customers can spot a fake!)

Understand the question; then find the right answer, right away

Don’t introduce yourself with promises and promotional messages you can’t back up

Keep your promises and follow through with your incentives

Show creativity at the entrance and commitment through the journey

Put clients on the calendar so that you remember to check in and follow up

Develop a customer service process that goes beyond acquisition

Be attentive to immediate needs and stay ahead of potential needs

Put yourself in the customer’s shoes, imagine the ideal customer service experience, and consciously deliver that experience everyday.

I recently moved all my services phone, internet, TV to my cable provider. When I did Direct TV said I owed them a $160 cancellation fee. I called Qwest and they said they couldn’t help me that they had “nothing to do with Direct TV” other than pay my bill as a “service” for me. I told the CSR that they had a lot more leverage than a single user and that they should have some latitude in how to handle customer disputes.

They told me I had to call Direct TV. I did and was told they couldn’t do anything for me as well. I would have to write a letter disputing the charges.

This is just another example of why large companies become EXTINCT when they have 18 million UNHAPPY customers.

Here is the actual Chat Script:

Thank you for using Qwest.com. A Qwest Sales and Service Consultant will be with you in just a moment.
Thank you for contacting Qwest. My name is Joel W. (20489). How may I help you today?
greg: What are the current speeds for internet service in my neighborhood?
greg: Joel are you still there?
Joel W. (20489): I can help.  If you can give me your address I can check.
greg: XXXX Pine View Drive, Prior Lake, MN 55372
Joel W. (20489): We have 7 MB, 1.5 MB , and the 256 kb packages available at your home.
greg: 7MB is that download and Upload speeds?
Joel W. (20489): Uploads on the faster speeds are 96 kb and the 256 goes both ways.
greg: So the fastest package you have for me is 7MB per second upload and 96KP download? Is that correct?
Joel W. (20489): Typo- I meant 256kb both ways.
Joel W. (20489): No.  896 kb on then faster speeds.  My multi-tasking features are off today.
Joel W. (20489): I am not concentrating.
greg: Is the 7Mbps package speed guaranteed minimum download? If so I think I want to sigh up.
Joel W. (20489): The speed is not guaranteed.  It can vary a little.  Probably as slow as 6 MB or so and up depending on circumstances.
greg: I’m currently on cable high speed and getting 7800Mbps speeds. However the service is unpredictable. I am looking for a more consistent internet speed as I work from home. If I sign up and am not happy is there a cancellation period or any type of satisfaction guarantee?
Joel W. (20489): Thank you for waiting. I’ll be with you in just a moment.
Joel W. (20489): There is no contract on our month-to-month service plan.  If you decide on the Two-Year Price for Life plan, you can cancel in the first 30 days and there is no termination fee.  After that it’s $200 if you drop the service.
Joel W. (20489): Oh.  If you move and we don’t have the service available, the termination fee is waived.
greg: I’d like to get set up on the Fastest plan. I have a mailer from Qwest offering $29.99 /mth.
Joel W. (20489): Let me check on that.
Joel W. (20489): If you have enough Qwest products as part of your service, we have bundled discounts that will bring the pricing down.  I will have to look at your account.  Would you please verify your security code for me?
greg: Sure? What’s a security code?
Joel W. (20489): The security code was mailed to your home and has 12 characters.  I can call you with it at home.
greg: Call
Joel W. (20489): Can you fax the flier to me with the fine print?
Joel W. (20489): The call is automated and will be there in a few seconds.  Just type the code into the Chat window when you have it.
greg: XXXX0183B257
greg: What number do you want me to fax the flyer to?
Joel W. (20489): I will be right with you.
Joel W. (20489): Thanks. Let me double check the fax number.
Joel W. (20489): 651 221 5649 is the fax number here.  I don’t need a cover for this one.
greg: I’ll send it right over
Joel W. (20489): The B is a lower case b and you’ll need this code to set up a MyAccount profile or to have an e-Business representative assist you with account specific information.
greg: OK, what else do you need to get me set up?
Joel W. (20489): I’m sorry for the delay. I’ll be right with you.
Joel W. (20489): Thanks for the fax.  The parameters are that the prices are as low as $29.99 for speeds up to 7 MB.  Plus you have to have at least four of our products.  You still will qualify for a bundled discount.
greg: Great do I get the $29.99? My flyer says Prices starting at. I don’t see the as low as?
Joel W. (20489): you are right.  It will not be $29.99 because you don’t carry enough product line.  Let me figure the discount.
greg: I have 3 lines and a bundle for voicemail, caller id, forwarding,etc.
Joel W. (20489): Thanks.
Joel W. (20489): My numbers show with the discounts your bill would only be around $95 plus taxes, fees, and surcharges.
greg: How much is the internet and are the other services discounted? I don’t usually see the bills..
Joel W. (20489): The total will be about an $18 discount.  Right now your current bill is $78.56.  Did you authorize a change of long distance on your lines last month?
greg: I think so?
greg: What price are you figuring for the internet?
Joel W. (20489): I didn’t.  I used a bundling tool we have.  I know the news is hard to take.  I will try it one more time.
Joel W. (20489): I am programming it on the fax line.
Joel W. (20489): I did it twice.  I can e-mail you a copy of the order when it’s complete for you records.  It’ll show pricing before and after the discount.
Joel W. (20489): This is with the Two-Year Price for Life.
Joel W. (20489): I think there is a modem promotion with that plan.
Joel W. (20489): I have not heard from you for a couple of minutes. Do you still need me to keep this chat conversation open for you?
greg: Is the pricing faxed?
Joel W. (20489): Do you want me to complete the order?
greg: I want to see the pricing breakdown first? Then we can complete the order and schedule the service call to get it set up.
Joel W. (20489): Your monthly charges would be estimated at $110.10 plus any federal, state, and local taxes, fees, and surcharges bringing your estimated monthly total to $137.41. You will also receive a $18.00 monthly discount.  My system doesn’t give me the individual breakdown.
greg: What happened to the $95 quoted above?
Joel W. (20489): I will be right with you.
Joel W. (20489): That included a data-backer service which is inside wire maintenance on a Broadband line.  When I redid the pricing, I removed that feature which is three dollars a month.
Joel W. (20489): You need a modem too.  You can rent one or purchase one.
greg: This is taking way, way to long to communicate. If Qwest wants to send me some information about the internet service then have someone give me a call.
Joel W. (20489): I can finish the order in three minutes.  We do not solicit customers on the phone.
greg: You can’t finish the order if you can’t explain the pricing and I can’t see the breakdown. So email me the breakdown and I’ll be happy to call in and speak with someone that can get me set up in three minutes versus over an hour on chat.

Joel W. (20489): You can call in to our Customer Service Center at 1-800-491-0118 for further assistance

Joel W. (20489): As I said, my system totals the account bill only.

greg: Joel, I can’t wait to use these notes for my upcoming Service Excellence Session next week. It seems Qwest always knows how to go out of it’s way to get people to call then take that opportunity and have them run the other way.
greg: Have a great day, thank you for calling Qwest.

Joel W. (20489): Do you have any other questions?

The service rep figured out the problem. I had two MobileMe accounts and I was trying to sync to the wrong account. The rep closed one of the accounts and gave me a complete refund. I didn’t even have to ask. Then he had my sync working completely within 7 minutes.

This is why I love my IPhone. Great support, Fast, Easy Customer Service.

Every encounter I have had with Apple whether at the Genius Bar inside a retail store to online service, they get it right.