Adding Customer Value

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Adding Customer Value

• So you caught the Mini Cooper,
• Now what do you do?

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Adding Customer Value
So you caught the Mini Cooper, Now what do you
do?
CRC 6811124713
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Owners Manual

• NYS Finance Law, Section 162
• Preferred Source Procurement
• Form, Function and Utility
• Pricing
• As close to market as practicable
• No greater than 15 above market

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Owners Manual

• Value Added Labor
• 75 of the direct labor across all NYSID
  contracts must be performed by individuals with
  disabilities
• In addition, on a contract-by-contract basis
• gt10FTEs requires a minimum of 75 disabled direct
  labor
• 10 or fewer FTEs requires that a majority of the
  direct labor be performed by individuals with
  disabilities
• Member Manual

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Owners Manual

• Communications Customer Service
• Satisfaction Track
• Customer Requirements
• Customer Feedback
• Quality Control

Owner's Manual
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Owners Manual

• It All Starts with Communication
• Friendly
• Confident
• Professional

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Communications Customer Service

• Customer Wants More
• Than just a good product /service at a good price
• They expect Added Value
• Reliability
• Responsiveness
• Accuracy

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Communications Customer Service

• NYSID Customer Service Provides
• Order Review Input
• Order Notification to Member Agencies
• Order Status

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Communications Customer Service

• NYSID Customer Support Vehicles
• New product mailings
• Online Order Entry www.nysid.org
• Target audience promotions
• Seasonal item reminders

CATALOG OF JANITORIAL PRODUCTS AND SERVCIES
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Communications Customer Service

• What can you do for NYSID?
• Cooperate
• Communicate
• Help us Help you!

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Communications Customer Service

• Open Communications are important!
• Always keep NYSID in the Loop

• NYSID Pit Crew
• Account Rep
• Customer Service
• Contract Administration
• Accounting

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Communications Customer Service

• Benefits
• Customers are far more concerned about price for
  a poor service than for an excellent service
• A Preferred Choice

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Communications Customer Service
Having Satisfied Customers will be the
Difference between Success and Failure.
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Satisfaction Track
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Satisfaction Track Customer Requirements

• Understand the Customers Requirements
• Services
• Contract Specifications
• Areas to be serviced
• Level of detail
• Products to be used performing service
• Pricing
• Labor Hours

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Satisfaction Track Customer Requirements

• Recommended Practices
• Services
• Share job specifications
• Staff scheduling
• Performance measurements
• Necessary documentation

• OPEN COMMUNICATION

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Satisfaction Track Customer Requirements

• Understand Customer Expectations
• Commodities
• Product Specifications
• Pricing
• Packaging
• Minimums
• Delivery Requirements
• Shipping

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Satisfaction Track Customer Requirements

• Recommended Practices
• Commodities
• Cost analysis review (at least every 3 years)
• Internal mechanism for Quality Assurance
• Keep abreast of changing trends in products

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Satisfaction Track Customer Feedback

• Utilize Customer/NYSID Feedback
• Employ NYSID Resources for Resolution
• Follow Up to Validate Customers Concerns

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Satisfaction Track Customer Feedback

• Be Responsive
• Communicate in a timely fashion
• Dont set up unrealistic expectations
• Develop mutually effective working relationships
• Internal
• External

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Satisfaction Track Quality Controls

• Define the Quality Measurements
• Utilize a Quality System
• Establish Document Procedures and Processes
• Continuous Improvement

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Satisfaction Track Quality Controls

• Train your Management and Staff
• NYSIDs Training and Information Program (TIP)
• Offers regionalized sessions
• Labor
• Service and Products
• Preferred Source
• Organizational
• Communicate with NYSID regarding additional
  topics
• Develop partnerships with your vendors
• Benchmark against other organizations

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Satisfaction Track -- Finish
Travel the Road to Success ....

• Understand Customer Requirements
• Act on Customer Feedback
• Train Employees Management
• Establish Measure Quality Controls

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Satisfaction Track -- Finish
Thank you, Questions??
CRC 6811124713
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Satisfaction Track -- Finish
Todays Drivers Donna Allen Karen DiBella Ron
Romano Lora Ross Barbara Rustin NYSID Pit
Crew Frank Heuer Karin Thorne Jim Viau