SERVICE: UpServing: The Grandma Factor™: Lifetime Customer Loyalty :Cathcart Institute

SERVICE: UpServing: The Grandma Factor™: Lifetime Customer Loyalty

UpServing: The Grandma Factor™: Lifetime Customer Loyalty

“People experience the people, products and processes of dealing with you but what they remember most is how you made them feel.”

Jim Cathcart

Purpose

To get everyone to understand the profit potential in good service
To change the way people look at their customers, their business and what they are paid to do.
To get them to recognize the profit potential and fun that exists in exceptional service.

What Audiences Learn (topics available)

You must be loyal to your customers before you expect them to be loyal to you.
How to get people to WANT to provide great service.
UpServing vs. UpSelling.
The “Grandma Factor” of keeping customers.
The purpose of business: to make life better for people.
How to convert average customers into great ones.
How customers see your organization.
How to identify both internal and external customers.
How to bring life to your mission statement.
The difference between Cash Flow and Profit.
How to eliminate the “termites” of bad service.
How to treat different customers differently yet as they want to be treated.
The difference between Service thinking and Operations thinking.

Time Frames

Speech: 45-60 minutes
Seminar: up to 2 hours
Workshop: 3 to 5 hours

Applications

For Managers, Owners, Leaders & Sales Professionals

Making managers aware of how to get employees to want to deliver genuine, enthusiastic service consistently.
Reorienting employee thinking toward ongoing relationships with clients both internally and externally.
Educating your leaders on how to manage and structure the organization for quality service at all levels.

Presentation Style

Fun stories and profound lessons. Computer graphics and true business stories are mixed with lots of audience interaction and humor. The amount of group involvement increases with longer programs. In some programs Jim uses recorded clips, video segments and music for special effects.