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HowWePlayBall_Final433.ppt*
How We Play Ball!
B. Davis Customer Presentation
to PepsiCo Sales Force –
A real-world scenario.
rev. 2020
Understanding Our Company and Customer Service Fundamentals
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Why We Do What We Do?
The customer is why?
Our customer keeps the company in business.
The customer allows us to pay our bills.
The customer provides us all jobs.
It is important that this is remembered by us all, especially by our people who have the most contact with our customers – the people who deliver our products, the people who make our service calls, the people who answer the telephone.
Everyone, regardless of position within the organization, all have the same ultimate purpose: to make sure that the companies customers and consumers receive the best treatment possible and the best products possible and that their situations are made a little bit better because of us.
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To Meet Company Goals
Standards for product and service quality must always be maintained.
The quality and integrity of our products can never be compromised if the company is to continue to succeed.
Quality of service is what sets us apart from our competitors and provides us a considerable advantage.
The company has a long-standing tradition of providing the best and most responsive service possible and for exceeding expectations. It is imperative that we maintain this practice.
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Maintain and improve on high standards for
Product quality
Customer service
Professionalism
Sales practices
Increasing operational efficiency
Increasing efficiency and effectiveness.
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Maintain our customer and consumer relations
Always must be kept at highest levels.
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Maintain our image
We are not only in the beverage business
but in the image business as well.
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Company Purpose
Increase sales and earnings.
Ensures our future success and place in the marketplace.
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Maintain our image: We are not only in the beverage business but in the image business as well
The more professional, more customer-friendly, and more knowledgeable our image to the public, the more likely we will be to continue our tradition of success.
In addition, it is vital to that we continue to be good members of our local communities and support and participate in community events.
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Build on Past Successes
The companies many years of success have resulted from the basic values of hard work, dedication and tenacity, honest and integrity.
Although most aspects have changed over the past century, the company still carries those same values with us today, and the company expects that all Huesing employees will also follow these values as well.
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10 Steps To Deliver Excellent Customer Service
The customer is never an interruption to your work, but the purpose for it.
The customer is our reason for being in business.
Greet every customer with a friendly smile.
Customers are people with feelings. They like friendly contact and they return it.
To the customer, you are the company!
Call customers by name.
The customer is the most important person in our business.
Never argue with a customer
Be a good listener, agree with customers where you can, and do what you can to make them happy.
To the customer, you are as important as the president of your company, probably even more so.
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Some Closing thoughts below and some thinking on execution will follow
Commitment = Attitude + Values + Instrumental Values.
Remember as you lead….”Before the rest, your attitude must pass the test!”
Want to motivate people:
Be Positive
Be Reliable
Be Immediate.
Creating a Culture of Execution –
The 4 Disciplines
Source: Franklin Covey Company Seminar, June 2, 2004
Some thoughts to consider on execution
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Discipline #1
Focus on the Wildly Important
Principle: Human beings are wired to do only one thing at a time with excellence. (Land one plane at a time.)
Old Thinking: We can effectively accomplish 6 to 10 important goals at once.
New Thinking: The more we narrow our focus, the greater our chance of achieving our goals with excellence.
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Discipline #2
Create A Compelling Scoreboard
Principle: People play differently when they’re keeping score. Are we playing for real.
Old Thinking: Once we have communicated the goal, people will know we are serious about it.
New Thinking: We’re not really serious about the goal until we start keeping score.
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Discipline #3
Translate Lofty Goals Into Specific Actions
Principle: To achieve goals you’ve never achieved before, you need to start doing things different. Knowing and doing are two different things.
Old Thinking: If people know the goal, they’ll know what to do about it.
New Thinking: Goals will never be achieved until everyone on the team knows exactly what they’re supposed to do about them.
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Discipline #4
Hold Each Other Accountable – All Of The Time
Principle: Knowing others are counting on you, raises your level of commitment. (Report, reengage, recommit)
Old Thinking: As long as the goal is clear and compelling, people will remain focused and committed to it.
New Thinking: Maintaining commitment to the goal requires frequent team engagement and accountability.
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THANK YOU FOR ALL YOU DO!
