TO : All Concerned
Date: February 26, 2017
Boquet of customer service at Slide Share
1. Purpose of a business The purpose of every business is to created customers. This was espoused by Peter Drucker the 21st century management guru. We never fail to mention this in our orientation. This is also part of our Number 1 belief - CUSTOMER SERVICE. (The customers pay our wages)
2. Two important functions.
To carry out this important objective, two important functions are needed:
1. Marketing and sales which includes:
AATR (Awareness, Availabiity, Trial and Repeat Sales)
Promotions Ads and Promo
Placement - Sales Agency sales program, commission, prizes, sales meeting and recruitment and training
Product
Price
2. Innovation - new products and agencies.
3. Role of SBUs and chief marketing officer, acting or personnel in charge
The primary task of SBU and its head is to sell and collect (and do the inventory - these are the most important reports and things to note in an SBU
Our SBUs are tasked primarily to carry out marketing. Thus our SBU heads are called Chief Marketing Officer. Their main task is to sell the memorial park plots at the shortest possible time, with minimal cost. Thus it is not a hindrance or disturbance if they are tasked to sell our products or new products because that is their primary function
Using the cause and effect diagram: what they do or supposed to do are meant to result in sustained in more sales and cash flow.
Inputs:
1. Machinery :
computer - to contact by email and email blast and by social media
our prospects, and to report to 3ffb our prospecting operations to do tributes and post obits, and tributes
internet connection - to carry out computer function and do wifi paburol
LED tv and or projector - for tribute
Sound system:
amplifier, mike, dvd player, speaker for tribute and interment
vehicles - say crosswind and L300 for tripping and dalaw paburol; to transport the needs for interment; for prospecting of customers
4 x4 and pick ups - to make our interment beautiful and memorable to customers; to make the jobs of our isg faster
lowering device - even bought from Chicago to make our interment silent and regal.
Vault hauler - for transport of vault for interment
Lid placer
Tent and lona
cellphone and landline - our window to the market; our connect umbilical cord to prospects and customers; (should be answered promptly as in Pangasinan)
chairs - must be provided with seat covers and cleaned, not left out in the sun to be damaged by UV rays
2 Manpower:
Complete staff to carryout services to the customer without errors and efficiently and effectively; quality service. The staff must be properly trained:
Complete manpower in every SBU (which must be filled up by SBU and 3ffb c/o HR)
Chief Marketing Officer, ACMO to be incharge of the SBU and implement methods and programs, take care of the equipment, customers and sell; report collection accurately
CSS I in charge of marketing, prospecting and recruitment and training of agents (RETA); dalaw paburol and FOFF
CSS 2 in charge of interment, cash custody and bank deposit
SFC - in charge of OR, PPA, filing ledgers, and collection; to properly note the deduction in inventory, and report updated master list. has custody of forms, OR and filing
If our accounts increase due to Hataw: (asy additional 1,000 customers)
We shall add:
CSS for records
Two or more motorized collectors (on contract and with incentives for reaching targets. They shall be given by SFC the list of accounts to be collected;
3. Money:
Proper collection and recording;
Proper and prompt payment of commissions, proper implementation of outright com, proper computation
Proper recording, prompt submission of requests for reimbursement, prompt replenishment to carry out 100% our promised interment service
Accurate record keeping of customers account;
Proper accounting of forms and OR;
Absence of fraud resulting in faulty missing customer account
4. Methods
HR
Hiring of customer oriented employees
Training always,
Communication
Performance evaluation; rewards to customer service oriented staff, punishment and even dismissal for those who are not
CCD
Handbook
2. Operations:
Quality
TPM
Efficiency
Cost reduction
3. Accounting and finance:
Proper and prompt collection of sales
Collection sot that the account do not fall into arrears and lapsation
FS/PNL and balance sheet - these show as a whole whether good sales and CS, results in higher collection and sales
Record keeping, computerization, for proper and prompt servicing of accounts, sales report and payment of com
Govt reports: BIR, SEC, Philhealth, Pag ibig SSS
The list is by no means all inclusive but these are are all needed to achieve sales and collection
4. ALL THAT WE DO AND ALL THAT WE HAVE MUST RESULT IN SALES. Unlike the government which has constant collection due to tax laws, we have to fight for each and every customer, convince him/her to buy. We have to compete
We have to survive, thrive, and beat competition, otherwise the competition kills our business and it is a reality
5. Sales - cost = GP
The business and its staff and officers must:
1. Strive to increase sales
2. Reduce cost
This results in greater market share and market penetration
Lower cost is wanted by customers; lower cost is a marketing tool
Lower expenses is marketing in reverse (if you spend less, you have to sell less) Lower expenses result in lower BE sales
6. All our staff and officers are enjoined to be converted to this mindset.
However it cant happen that way. Some staff sometimes pass our filtering process or whose mindset cant be changed due to fixed habits (It is insanity to continue doing the same thing with unchanged habits or mindset.
THOSE WHO ARE NOT WITH US ARE AGAINST US. If we have staff who cant subscribe to these paradigm, then they are our enemies:
7. Bad eggs bad apples spoil whole bunch:
Only on two occasions did we encounter anti business and anti customer staff: and they were supposed to be SBU in charge:
1. One was from UP Iloilo who used to live in Montalban, and from Mindanao. He was requested to leave ASAP when during a Valentine event, he did not execute it well although he submitted a signed PDCA requesting for a budget for the event. He later on said he did not believe it would work How cam a supposed chief continue to be a good chief when he is a rotten apple.? He can not obey our mandate our main function to sell as a business
2. And now, our personnel in charge who:
1. Was against a promo which we are not sure would be allowed by the JV
2. Even soliciting petition from sales agents, to support her mindset that the promo should not proceed.
DESPITE DECLINING SALES AND ONLY SALES OF ONLY 5.
I am saddened by our weakness to have such kind of personnel, who do not deserve to work for us, and must seek their career elsewhere
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