Creating Breakthrough Customer Service

Date/Time: 
Jan 22 2018 - 2:10pm

One of the challenges for most Green Industry business owners, managers and employees today, is they don’t really know everything their customers are experiencing. What that means to you as a business owner or manager is that all the money and effort your company spends to attract customers is wasted if you lose your precious customers without ever knowing why. In this workshop Tom will share with you a system that can help you resolve this conundrum once and for all.
In this “how to” workshop you will learn how to:
•    Identify your company’s moments of truth.
•    Map your moments of truth out in an easy to identify format.
•    Identify the acceptable level of service for each moment of truth.
•    Create a higher standard for each moment of truth
•    Delegate responsibility to your team to follow through and create a value added experience for your customers.

 

Session Track: 
Shaping Leadership

Presenter

Tom Borg Consulting, LLC

Tom Borg is Founder and President of Tom Borg Consulting, LLC. He is an team performance and customer experience expert specializing in the green industry. He is a consultant, professional speaker, trainer, and author.

For over 25 years, Tom has worked with associations, businesses and organizations and helped them to run institutions that are more successful. His consulting, workshops and keynote presentations focus on helping businesses attract and retain customers and maximize their profits.

His client list includes organizations such as Irrigation & Green Industry Magazine, Michigan Nursery and Landscape Association, MI Green Industry Association, Iowa Marine Association, Michigan Boating Industry, the Ohio Employer’s Association, and the Michigan Association of Certified Public Accountants.

Some of his Green Industry clients include Inch Memorials, Michigan Cemetery Association, Christmas Decor, Maverick Property Maintenance, Apartment Services Landscape & Snow Removal, Tuff Turf-Molebusters, Pro Mower and many other small businesses and organizations.

His articles have been published internationally and have appeared in publications such as Irrigation & Green Industry Magazine, Groundwork Magazine, Green Industry Pro Magazine, Michigan Green Industry Magazine and for the publications of  Minnesota Landscape Association, Colorado Nursery Association, Ohio Landscapers Association, Crain’s Detroit Business, the Detroit Free Press, and in national publications such as the Service Edge, Marketing for Success, Customer Service Manager Magazine, Corp Magazine, Office Line Magazine, Entrepreneur Magazine, Reuters Magazine, the Michigan Retailer Magazine and the Small Business Association of Michigan’s bimonthly Focus magazine and is a regular contributor to their blog.

He has appeared on Michigan Entrepreneur TV, and is a regular guest on the Small Business Association of Michigan radio show network.

Over the span of his speaking career, Tom has trained thousands of his program participants in Canada, Saudi Arabia and throughout the United States.

He is author of the books: Making Service Count, How to Keep a Positive Attitude in a Sometimes Negative World, The 5 Biggest Mistakes Small Business Owners Make, and True Small Business Brilliance.

Tom is a member of the National Speakers Association and serves on the Board of Directors for the Eastern Michigan University Alumni Association.