The Danny O’Malia
Customer Service Experience
“People don’t care how much
you know until they know how
much you care.”
Joe O’Malia, circa 1966
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“laser technology
from mars...
Customer service from
Mayberry!”
-Ossip Optometry
www.ossip.com
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Poor Culture =
POOR SERVICE!
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You Can’t TEACH Culture
…………………….
*You have to LIVE it.
*You have to EXPERIENCE it.
*You have to SHARE it.
*You have to SHOW it
-Brent Harris, Nordstrom Exec.
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“Our light shines
brighter when it
isn’t on.”
Dan Cathy
Chick-Fil-A,
Son of Founder Truett Cathy
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NORDSTROM'S INVERTED
ORGANIZATIONAL PYRAMID
*Customers*
Sales and Support Staff
Department Managers
Store Managers, Buyers,
Merchandise Managers,
General Managers,
Board of
Directors
Nordstrom's Rule:
"Use good judgment in
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all situations!"
RULES
…Give
employees another reason
to say “no” to customers. That’s
why we HATE RULES!
-James Harris, Nordstrom V.P. Shoe Sales
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“I before E except after C...”
WEIRD
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"Failure's only failure when you fail
to learn by it.”
-John Morgan,
George W. Bush Impersonator
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John Ruskin on Value
" Someone can always make something a little cheaper and a little worse.
If you shop price alone, you're that man's lawful prey."
-John Ruskin, 1820-1900
Value + Quality + Service
Price
“PRICE is WHAT you pay. VALUE is WHAT YOU GET for WHAT
YOU PAY. Then below that:
-John Ruskin, 1820-1900
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David Master’s Trust Equation
T - C+ R + I divided by S
T = TRUSTWORTHINESS
C = CREDIBILITY
R = RELIABILITY
I = INTIMACY
S = SELF ORIENTATION
p. 69 of THE TRUSTED ADVISOR
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“And if one gains the
immediate purpose
of the lie - the price
one pays is the
destruction for
that which the game
was intended to
serve. The man who
lies to the world, is
the world’s slave
from then on.”
-Henry “Hank” Rearden,
One of two main business
protagonists in atlas
shrugged
Pg. 788
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"The secret of my business
was hiring nice people and
then allowing them to be as
nice as they can be.”
-Mary Kay Ash
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EMPOWERMENT
"Employees should never fail to act out of fear of losing their
jobs.” -SATISFACTION, p. 175
"People like dealing with people in AUTHORITY.”
-SATISFACTION, p. 173
“There is no expiration date on a bad experience.“
-SATISFACTION, p. 131
(Check out the Ameri Suites Disaster on pp 170-172 of SATISFACTION )
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"In my opinion,
must send its people to
HATE SCHOOL so they learn to hate
suppliers. The are extremely
confrontational. After dealing with
Ford, I decided not to buy its product."
-Senior Executive, Anonymous Ford Supplier
Trust Based Selling p. 185
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"I'm not looking for great
players...I'm looking for players that
make the TEAM great."
-John Wooden
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”You can accomplish anything in
life provided that you do not mind
who gets the credit.”
-President Harry Truman
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"The BEST customer is THE ONE
YOU ALREADY HAVE.”
-Dick Schaaf
Lifetime Value of loyal O'Malia Food
Markets customer with 3 children from
1966 to 2006:
• 20 years X 50 weeks X $150/ week
• 20 years X 50 weeks X $100/ week
SPENT $250,000 AND-- many were
RAVING FANS/ ADVOCATES! Even
more valuable than just the dollars!
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"Companies can boost
profits by almost 100% by
retaining just 5% MORE of
their customers.“
Frederick F. Reicheld and
W. Earl Sasser,
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The best way to eliminate an enemy...is
to turn him into a friend.”
-Abraham Lincoln
• Handling complaints/making lemonade out
of lemons
• Turning potential assassins into raving
fans/advocates
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Joe O Handling complaints: 1975
1. Don't give the job to anyone not named O'Malia
2. Don't give job to anyone who can't handle the
problem.
3. YOU keep the job as long as possible (1975-2006)
4. Goal: 2 compliments to 1 complaint. Turned out to be
3 to 1!
5. Return all calls UNBELIEVABLY FAST!
6. Don't take it personally.
7. LISTEN! Let them vent.
8. Ask appropriate questions.
9. EMPATHIZE!
10. Follow up. ALL THE WAY!
11. Remember it's an OPPORTUNITY to make
lemonade out of lemons!
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A quote worth remembering
and repeating:
“Reputations are built by
CUSTOMER ADVOCACY and
advocates are created ONE
CUSTOMER AT A TIME!”
-SATISFACTION, p. 48
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The customer Service Hall of Shame
Sprint 40%
Bank of America 30%
AT&T 29%
Citibank 26%
Wal Mart 24%
Verizon 23%
Wells Fargo 22%
Direct TV 21%
30% Banks; 30% Cable TV; 30% Phones: 10% Retail
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Top 5 Reasons behind
Advocacy & Assassin Stories:
Advocacy Story:
1. Above & Beyond Service 47%
2. Long term Act (short term loss) 27%
3. Courteous/ Empathetic 18%
4. Great Product/ Service/ Quality 11%
5. Low Price 9%
Assassin Story:
1. Poor Product Quality 20%
2. Unwilling to Fix 19%
3. Disinterested Service 17%
4. Rude 16%
5. Short Term Thinking 11%
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“…they know
that there is
no such thing
as a lousy job only lousy men
who don’t
care to do it.”
-Ellis Wyatt,
one of the
business heroes
Pg. 661
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"Everyone can be great because
everyone can serve.”
-Reverend Martin Luther King
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"I don't sit at cab stands any more...
I BOOK APPOINTMENTS!”
-Dennis the Cabbie from RAVING FANS.
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The Danny O’Malia
Customer Service Experience
Questions? Comments?
Feel free to contact me!
Phone: (317) 413-9062
E-mail: DannyOMalia@gmail.com
www.indystrustedservant.com
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