Raving Fans - Transforming Your

Organizations Culture and Client

Experience
Paul M. Duck
Vice President, Business Development

Overview
My objectives
Fill you with ideas
Challenge your thinking
Have a wildly interactive discussion!
Cause you to reflect
Move you to action!
Have fun!

Team-up!
Get into a group
and brainstorm the
answer to boxes

What is your
focus?

What your personal

focus is on is in direct
proportion to the results
you will derive.

Exercise:
What is your
focus?

Out loud, what is the

first word that comes
to mind when you see
the image

What is YOUR
Focus?

Focus
We are bombarded with images every day
If YOU focus on the negative, then you WILL project the
negative
ONLY YOU can control how YOU react to situations!
What kind of questions are your routinely asking yourself?
Endless loop questions:
e.g.$why$do$our$customers$not$like$being$here?$
e.g.$why$is$this$so$much$easier$for$other$companies/agencies?$
Proactive questions
e.g.$what$can$I$do$personally$TODAY&to$cause$more$people$to$$
enjoy$their$experience$here?$
e.g.$what$can$I$do$SPECIFICALLY$in$the$next$week$to$improve$our$
companys$image?$

Exercise
Write down one statement you routinely ask
yourself that you never come up with a solid
answer to
Write down a better question you could be
asking yourself one that empowers you!

Limiting Beliefs

Limiting Beliefs
People are going to hate this experience, so
there is very little I can do to improve it...
Im going to get paid no matter how I treat
others.
The situation with a co-worker will never change
so why bother thinking about making this
situation better.
What are YOURS?
Come up with at least 5

New Beliefs
My positive attitude and actions can change
everyone around me.
I can make every single person who walks
though the door today a raving fan with the right
focus.
I am using and developing skills in a profession
I love and today, I will thoroughly enjoy my
career! It is my choice!
What are your NEW beliefs?
Come up with at least 5 new beliefs.

Your Leadership
Role

Exercise&

Customer Service!
What comes to mind when
you hear those words?

Do not wait for leaders; do it alone, person

to person.

Mother Teresa

"The single most important thing to

remember about any enterprise is that there
are no results inside its walls. The result of
a business is a satisfied customer."
Peter Drucker
Business and Economics Author

"Do what you do so well that they will want

to see it again and bring their friends."
Walt Disney
Founder
The Walt Disney Company

Don't spend time beating on a wall,

hoping to transform it into a door.

Coco Chanel

Bad service examples

Where they commonly occur:
Airports / airlines
Restaurants
Department of Motor Vehicles
Physician offices
Insurance companies
Gas stations
Home builders
Auto dealerships
Grocery stores
Whats your story. ?

Who are you customers?

Fellow Associates?
Patients that have been referred / ordered by
their primary care physician or other
practitioner?
Vendors?
Hospital administrators?
Insurance companies?

Raving Fans Concept

1. Decide what you want. Think so far out of the box
that you can't even see the box anymore. How
extreme can you take your vision when it comes to
customer service?
2. "Discover what your customer wants." Simply, ask
them. Stay in touch with our core customer. See
what their needs and wants are. Blanchard
explains that there may be wants from customer
than don't fit our vision. These customers need to
go elsewhere. We can't be all things to all people.
3. "Deliver what you promise, plus one." Exceed the
customer's expectations when you perform.

Examples
Ritz Carlton
Domo Gas
Nordstrom

Methods of Creating the Raving Fan

Experience
Consistency, consistency, consistency
Related to how its delivered

Start small and get really good at it

Meet first. Exceed second.
Systems and training are key.
Be committed to the one percent rule.
Improve just one percent per week
Thats$52%$improvement$per$year!$

Be flexible
Related to what is delivered

Translation
Blanchard & Bowles indicate the bottom line before
you ever reach page ten. People expect bad goods
and rude service, give them junk and they are not
surprised.
Just what they expected. The customer service
slogan based on the service that many provide their
customers should be No Worse Than The
Competition.
We have created a world where we find our
expectations easily failed. Therefore, when you do
exceed your customers expectations, it is almost as
if one has taken a yellow marker and highlighted the
event.

Raving Fans Whats the point?

We spend thousands and thousands of dollars
on marketing to bring people to our facilities.
Unfortunately, we seldom invest in having those
people who utilize our services become
marketers!

Raving Fan Mental Healthcare

Rule #1: Decide What You Want.
We want people to walk away from your offices surprised at the service
theyve received.
They should be amazed at how friendly, approachable and helpful you are.
They should be shocked that when they call your offices at how they are
treated as an important person.
The way they are treated should begin with the front desk and scheduling
and how the phone is answered (Vice President of First Impressions)
How will our office handles a call from a client/patient or referring physician
who is looking for information (Vice Presidents of Evangelism)?
What about people who enter our office to pick-up information or something
else?
How$do$they$feel$theyre$being$treated?$
The$reason$to$exceed$these$persons'$expectaHons$is$because$you$want$to$create$Raving$
Fans.$
Raving$Fans$are$individuals$who$carry$the$message$to$other$potenHal$fans.$
EVERYONE$should$have$a$Raving$Fan$acuity$$How$may$I$serve$you?$
What$is$the$message$you$are$trying$to$create$that$these$people$will$remember$as$they$
leave$your$facility?!
!

Raving Fan Mental Heathcare

Rule #2: Discover What The Customer Wants.
This$rule$seems$somewhat$obvious.$$Many$individuals$who$uHlize$
your$services:$
Are$dealing$with$(or$have$a$family$member$who$is$deal$with)$
some$type$of$mental$health$issue$
First$Hme$clients/paHents$are$apprehensive,$afraid$or$even$
embarrassed$
Worry$about$the$outcome$
Others?$

Raving Fan Mental Healthcare

Rule!#3:!!Deliver!Plus!1.$$Deliver&to&the&client&plus&1%.&&
That$is$the$way$this$book$explains$$exceeding$
ones$expectaHons.$
Example:$Customer$walks$through$the$door.$Front$
Desk$Associate$conrms$client/paHent$is$here$and$
appointment$is$correct.$Front$Desk$Associate$oers$
the$person$a$beverage$which$is$then$hand$delivered$
to$the$paHent$(not$from$across$a$counter).$Front$
Desk$Associate$sits$down$next$to$paHent$and$tells$
them,$within$5$minutes,$how$long$their$wait$should$
be$and$oers$them$anything$to$make$their$wait$
more$pleasurable.$

Rule!#3:!!Deliver!Plus!1.$$Deliver$to$the$
client$plus$1%.$(conHnued)$
The$book$concludes$with$a$statement,$and$
somewhat$of$a$challenge,$that$SaHsed$
customers$just$arent$good$enough.$$They$have$
to$be$Raving$Fans.$$Shouldnt$the$same$be$true$
for$your$customers?$Customers$are$simply$
individuals$choose$to$uHlize$your$company/
agency$when$they$need$your$services$than$
those$of$our$compeHtors.$$It$doesnt$necessarily$
mean$that$they$are$someone$who$waves$our$
ag$and$creates$word`of`mouth$for$your$
company.$$However,$Raving!Fans$do$exactly&
that.$$$

The ULTIMATE person in

control of a bad, good or
GREAT customer service
experience is

YOU

How are you

investing your time?

How are YOU

investing YOUR
time?

YOU can choose!

What do we do now?!
Strive each day to incorporate what you have
learned into your work and life and culture of
your company/agency
Be an active member in your growth and
development
Meet the expectations of those around you plus
one
Be excited and energized about who and where
you are going!

"Well done is better than well said."

Benjamin Franklin

www.facebook.com/netsmart$

www.twiaer.com/netsmaraech$
www.twiaer.com/causeconnected$
www.youtube.com/user/netsmaraech$

Paul M. Duck
pduck@ntst.com
www.twitter.com/paulduck
941.284.4340
3:45 5:15 TODAY:
INNOVATION & COORDINATION: THE
KEYS TO PROVIDING ACCOUNTABLE
CARE IN A WORLD OF INTEGRATION

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