World Class Customer Service 2013 – Sponsor Notes

wccs_logo_0613Executive Caterers at Landerhaven

 

What is the best example/case study of how your organization provides world-class customer service to clients?

Executive Caterers has been in business for more than 50 years. We believe this is our greatest example of Executive Caterers’ world-class customer service.

The culture of our company was built by serving our community. We personalize each event with a one-of-a-kind experience, great food great service and great hospitality. We believe we have a responsibility to the community. Every customer deserves to have the best event possible.

Executive Caterers has a public trust: people come to us, corporate or social, and entrust us to the most important events of their lives. It’s a trust we take very seriously and a trust we live up to. We treat our employees as family, and we believe in good citizenship by giving back to the community.

We are a catering company and an entertainment facility. Our quality is not just reflected in our food, but in our unprecedented hospitality. We create an “experience” for our customers that is welcoming, friendly and generous. We built our business by serving our customers and most importantly by anticipating their needs. We deliver an “experience” of world-class cuisine, world-class service and world-class hospitality.

 

How to reach: Executive Caterers at Landerhaven, www.executivecaterers.com

Hughie’s Event Production Services

 

Hughie’s Event Production Services is Cleveland’s choice for live-event design and production resource since 1953.

Hughie’s believes in giving back to the city where it all began and the area we’ve called home for 60 years. Hughie’s is now soliciting donations of non-perishable food items from our customers, vendors and the community, which we will distribute to local charities at the end of the year.

Hughie’s offices in Columbus and Pittsburgh will also participate in this nine-month event for their respective cities in honor of our 60th anniversary.

Donation drop-off containers will be available in each Hughie’s office for the length of the celebration. As a “thank you” for your generous food donation, we’ll present you with a free, “eco-friendly” shopping bag emblazoned with our 60th anniversary logo. Plus, participants who provide us with a name and phone number will be entered into a drawing to win one of three new 32” flat-screen televisions at the end of the year. A total of three flat screens will be given away, one at each location.

All donations received will be distributed to the Cleveland Food Bank and other similar charities in the Columbus and Pittsburgh marketplaces. The winners of the flat screens will be announced at the conclusion of the promotion on Dec. 15.

Hughie’s is a worldwide supplier of high definition video projection equipment, concert quality audio systems, intelligent moving lights, staging systems and more to satisfy all your presentation and special event needs.

To learn more, log onto fooddrive.hughies.com or call (216) 361-4600 and follow us on facebook.com/HughiesEPS.

 

How to reach: Hughie’s Event Production Services, www.hughies.com or (216) 361-4600

 

Overload Fitness

 

At Overload Fitness, one of our Core Values is to “Over Deliver.” Here is just one example of our staff carrying this out:

We had a longtime client whose wife just had her third baby — and all were under the age of five. We always get our clients gifts when a baby is born, but this time was different. We could tell he was very stressed trying to balance running a major corporation and having three small children, so we wanted to do something different.

Obviously, a first reaction is a night out for him and his wife, but even that would be stressful for them. So we decided to send them something for a “family night in.”

We ended up going to Target and buying a bucket of ready-to-cook popcorn and filling it with Twizzlers, Swedish Fish, gummy bears, a gift card to Papa John’s Pizza and a Disney movie.

Then we signed the card, “For a night in because we know a night out is difficult! Enjoy!”

We received a thank you card from them that said, “Thank you so much for the creative, thoughtful gift! Our family will enjoy a fun night in with the new baby thanks to you!”

This is just one of countless ways in which getting to know the client on a personal level and creating something specific for them that they would otherwise not expect from an ordinary personal training business.

But then again, Overload Fitness is not ordinary; we are world class!

How to reach: Overload Fitness, Beachwood (216) 292-7569, Westlake (440) 835-9090 or www.overloadfitness.com and www.facebook.com/overloadfitness

 

Ohio.net

 

World-class customer care is literally that for customers of Ohio.net. With the ability to provide VOIP phone services around the world, our locally owned telecommunications company often extends our support and service to some very unusual locations for a Wayne County based, 115-year-old company.

Business comes to us in many forms. With a track record of servicing Fortune 500 and Weatherhead 100 organizations, as well as companies with less than five employees, no customer deserves less than our best efforts.

One of the most important issues associated with telecommunications support is how well we support our customers when bad things happen. Power outages, data failures, fire, downsizing — you name it — can happen to businesses of all sizes. Ohio.net is so confident that we exceed customer exceptions that the majority of our services are available without a contractual commitment. Ask one of the big tel-cos to commit to that service level and you will get a very interesting answer.

When a customer with offices outside of the U.S. experienced Internet and telephone issues from its international phone company, Ohio.net’s support team jumped at the challenge. Ohio.net was able to provide a VOIP solution that allowed them to reroute calling to their U.S.-based headquarters and continue to provide support to their client base.

This kind of business continuity service is vital for businesses especially when technology glitches can make it look like you are out of business. We, as service providers, are there to service our customers and make sure they shine every time.

How to reach: Ohio.net, (888) 881-0805 or www.ohio.net

 

John Robert’s Spa

 

At John Robert’s, guests would sometimes leave their valuables (jewelry or cell phone) in the pockets of the robes. This meant the guests’ possessions could get washed and/or lost when we did our laundry.

It’s not the spa’s fault that the guests leave their stuff in the robe pockets. The first remedy was to “threaten & punish” by leaving a sign inside the lockers and changing room stating, “We are not responsible for any valuables left behind.” A huge negative cue!

So we changed that to “Please remember to check your robe and locker for all your valuables.” Better, but it didn’t eliminate the problem. Now what? Can we train our spa attendants to check every robe, every time before washing? Only in a perfect world.

“Pay what you think is fair” exercise — The best way we have found to truly embrace the everything is our problem mindset it to do the “Pay what you think is fair” exercise. When you think about how your customers can “short-pay” you for any reason, you will not believe how creative and solution-orientated you become with everything. How did we solve the customer leaving their valuables in the robe problem? We found a supplier who provides pocket-less robes. Problem solved and the best news, the robes are less expensive!

Find your pocket-less robes? If you really train everyone in your company to have the mindset that everything is your problem and responsibility, and you remove the victim mentality of “it is our customer’s fault,” your company’s customer experience will elevate to new heights. You’ll find solutions that eliminate the problems and make your company more efficient, and your customers happier.

 

How to reach: John Robert’s Spa, (216) 839-4850 or www.johnrobersspa.com

 

Cleveland Clinic

 

What is the best example/case study of how your organization provides world-class customer service to clients?

A key contributor to improving the overall patient experience and our customer service is a robust service excellence model that is integrated into a health care organization’s culture. Frustrated by the lack of a customized health care product validated in a large employee population, Cleveland Clinic developed its own service excellence program specifically for health care workers in a health care environment.

The Communicate with H.E.A.R.T. program has been introduced to more than 40,000 employees in our organization across nine regional hospitals, multiple freestanding health centers and two international facilities.

The results have been impressive; the Cleveland Clinic has seen a change in employee culture that emphasizes a positive patient experience and service excellence across all roles, including clinical and non-clinical.

The model is designed to help caregivers provide outstanding service to both patients, visitors and fellow caregivers, and it includes interactive workshops that focus on Cleveland Clinic’s nine key expected service behaviors.

The Communicate with H.E.A.R.T. model also empowers leadership to recognize, reward and redirect behaviors based on how it aligns with the Communicate with H.E.A.R.T. approach. Supported by practical and easy to remember tools, Communicate with H.E.A.R.T. is the foundation of Cleveland Clinic’s delivery of service excellence.

This innovative service excellence model is used throughout the Cleveland Clinic Health System and empowers employees to address both patients’ and colleagues’ concerns and questions, responding in a way so that the person feels he or she was responded to with care.

How to reach: Cleveland Clinic, (800) 223-2273 or www.myclevelandclinic.org

 

All Things Eventful

 

What is the best example of how your organization provides world-class customer service to clients?

All Things Eventful believes that before any service is provided, clients deserve the combination of a smiling face, warm attitude and attuned ears. We make great efforts to listen to (potential) clients — to find out all we can about who they are, what their vision is in coming to us, and who is their “audience,” whether event attendees or gift recipients.

Throughout the project, our creative talents can further flourish because of our on-the-go-adaptability. We give them more than just a collection of quality products. All Things Eventful provides creative ideas, top-notch presentation and a high level of value.

Whether a client comes to All Things Eventful, we personalize the experience for each client.

This customized experience is shown in our work with Koler Financial Group. To distinguish the company from its competitors, All Things Eventful developed a custom client recognition program.

Not only were the gifts a pleasantly memorable surprise, they were created specifically for the client (i.e., they were “exclusive” and couldn’t be found elsewhere). Many times, the gifts would include a key item onto which All Things Eventful would incorporate the Koler logo.

The care that went into every detail- from product research and selection down to the customized gift cards and hand-delivery we provided- reflected on Koler Financial Group’s care for its own clients, resulting in a world-class return on investment.

Our reputation is a more valuable asset than the combined inventory from each sector of our parent company Bountiful Baskets Inc. So, every action seeks to increase its value. The All Things Eventful work team members know “the ever-watchful eye” is upon them, and they produce consistently. The result is a perpetual cycle of dividends being reinvested in our company.

 

How to reach: All Things Eventful, (216) 551-3358 or www.AllThingsEventful.com or [email protected]

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