Superior Service Strategies: How to Win and Keep Customers

How the customer is treated from the time she walks through your doors until she leaves add up to the total customer experience that she will remember.

What does it cost you to gain a new customer?

Contemporary management theory tells us that:

"It's six to seven times more expensive to gain a new customer than it is to retain an existing customer."

"A 5% increase in customer retention can increase profits by 25% to 95%.”

Harvard Business review 2001

For a business person like you, this means that after spending so much money on getting the customer to come to your store, outlet, restaurant or wherever, your primary goal needs to be to keep her coming back for more. The above demonstrates that what is most important for us is the lifetime value of the customer rather than the one time revenue.
My friends in the soft drinks industry tell me that during the time Coke (or any soft drink brand) was distributed in bottles, the bottle had to be re-cycled seven times before the company recovered the cost of the glass bottle. This means that the company made money only on the eighth purchase of the soft drink. This meant that customer retention had to be the primary focus of the soft drinks company.

In your case, have you calculated just how much it costs you to gain a new customer? Are you able to recoup your sales and marketing expenses per customer on just a single transaction? For most companies, the answer would be a most definite No. They need the customer to keep coming back to cover just the marketing expense.

What is the Lifetime Value of the Customer

Let us say that you can make Php 1,000 from your customer. If she buys from you only once, then her value to you is Php 1,000. However, if you are able to keep her coming back once a month for the next 5 years, then what is her value to you now? It would be Php 1,000 x 12 times a year x 5 years, giving you a total of Php 60,000. Wow! This means that if we make her happy enough to keep coming back to our store, we can expect to sell her more than Php 60,000. Is she a VIP customer or what?

Does your staff treat your customers like VIPs?

Everyone your customer meets and everything she sees, hears, or touches impacts her buying experience. Your people, from the security guard who ushers her into your store, to your sales people, to your cahier at the end, they all add to the total experience. A misstep by any one of your people could result in your losing the lifetime value of the customer you have worked so hard to win. Avoiding this scenario requires that your organization become truly focused on delivering superior customer service.

Get your Staff Trained

Creating focus on customer satisfaction starts with proper training. Your staff need to understand the fundamentals and develop the correct strategies that will keep the customers coming back. The “Superior Service Strategies” of RMP Consultancy can help you achieve this goal.

Click here to see the seminar details.

Who should attend?

This seminar is suitable for Managers, Supervisors, Team Leaders and everyone in a Customer Focused Organization

This is a highly interactive seminar with short presentations and games and exercises to demonstrate the principles being discussed. The participants are expected to take part in the games and exercises.

Contact us!

Call or Email Chili Pefianco

Email seminars@rmpconsultancy.com

Telephone:(632) 697 0767 Tel (632) 579-0233

Mobile (Globe) 0917-882-5578

Mobile (Smart) 0920-918-7358

Slots are limited so register Now!

Pre-registration is required. Please email seminars@rmpconsultancy.com or call Chili Tel (632) 697 0767 Tel (632) 579-0233 Mobile (Globe) 0917-882-5578 Mobile (Smart) 0920-918-7358 for more information. A registration form can be downloaded from our website at http://rmpconsultancy.com/en/downloads/. Kindly email the registration form to seminars@rmpconsultancy.com.

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Other Seminars in the Essential Business Skills Series

Click http://rmpconsultancy.com/en/rmp-programs/
to see the other great programs in the Series.

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Implementing 5S in your Workplace

By Rafael M. Pefianco MPM FAAPM

Are you looking for ways to start reducing your costs and increase productivity? Implementing a Five S program is a very good way to start. Considering the tight economic environment we are currently facing, it is a good idea to get better organized, reduce waste and avoid unnecessary costs anywhere we can. This is where 5S can be helpful.

Using 5S to Highlight your Competitive Advantage

Isn’t 5S just about cleaning and good housekeeping? A good 5S program is a lot more than just regular cleaning and good housekeeping. In practice, 5S is the first part of executing a process improvement program. This is done in both manufacturing and service industries. FS is a proven systematic approach to cleaning up, getting organized and using standards to improve productivity, reduce waste, and improve safety and quality.

How do I use 5S to improve my business?

For example, let’s say that after analyzing your business processes, you realize that your competitive advantage is in improving the turn-around of your product or service. You want to be able to deliver quicker and better than your competitor. Where would you start?

5S could be helpful to you here. By implementing 5S you will be able to remove all the clutter and potential sources of waste that are not absolutely essential to delivering the value that your customer demands. After the initial clean up, you will begin to see better how your processes could be organized more efficiently. You will begin to see opportunities for visual management that will help your employees avoid making costly mistakes.

Maintaining your Competitive Advantage through 5S

After the initial clean up, 5S can help you maintain your competitive advantage. 5S provides a regular audit system that will help you maintain the levels of productivity you achieved after the initial clean up. 5S will help you develop your company standard for where the things your employees need should be stored and how they are to be cleaned and maintained so that they are always available. The end result should be avoiding waste as much as possible and reducing your cost to deliver.

5S is a very Simple but Powerful Tool

5S is a very simple and yet powerful tool that you can easily implement right away. The principles underlying a Five S program at first appear to be simple, obvious common sense. And they are. However, many companies still ignore these basic principles and are missing a great opportunity to increase their productivity.

What kind of companies have 5S?

The benefits of 5S were first realized in manufacturing and industrial operations. However, the benefits learned there are now being applied in all kinds of businesses, from retail stores to distribution businesses, from private to government offices. All types of businesses and all areas within a business, will realize benefits from implementing a 5S program.

Implementing 5S in your Workplace Seminar

RMP Consultancy can provide you the training you need to implement this program right away. Give us a call.

Course Title:
Implementing 5S in your Workplace

Benefits of the Course

At the end of the program, participants are expected to be able to:

• Implement a 5S program in their work place
• Recognize and eliminate unnecessary waste in current procedures
• Improve business processes

What you will Cover

• The Basic Principles of 5S
• Implementing 5S in your organization
• The Red Tag System
• Creating a Visual Workplace
• Documenting the Improvements
• Creating and Developing your 5S Audit Sheets

Methodology

This is a highly interactive course with short lectures and exercises.

Contact us!

Call or Email Chili Pefianco

Email seminars@rmpconsultancy.com

Telephone:(632) 697 0767 Tel (632) 579-0233

Mobile (Globe) 0917-882-5578

Mobile (Smart) 0920-918-7358

Slots are limited so register Now!

Pre-registration is required. Please email seminars@rmpconsultancy.com or call Chili Tel (632) 697 0767 Tel (632) 579-0233 Mobile (Globe) 0917-882-5578 Mobile (Smart) 0920-918-7358 for more information. A registration form can be downloaded from our website at http://rmpconsultancy.com/en/downloads/. Kindly email the registration form to seminars@rmpconsultancy.com.

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Earn an international Diploma in Supply Chain Management

You can now earn the international diploma you have always needed. Join the training program and earn the international "Diploma in Supply Chain Management" from RMP Consultancy and the International Quality Federation (IQF) Asia-Pacific. Participants who attend the full program and successfully pass the qualifying examination earn the highly respected "Diploma in Supply Chain Management" from the IQF Asia-Pacific. RMP Consultancy is an accredited training supplier of the IQF Asia-Pacific.

This program is accredited with the International Quality Federation (IQF) Asia-Pacific. Please visit http://www.iqfasia.org/ for more information.

Diloma in Supply Chain Management

Topics Covered Include:

• Advanced Warehouse Management and Logistics Management, 8 Hours
• Effective Inventory Management, 8 Hours
• Purchasing Management, 8 Hours
• Fundamentals of Forecasting, 4 Hours
• Elements of Project Management, 4 Hours

Total 32 Hours

Participants who attend the full program and successfully pass the qualifying examination will be earn the International Diploma in Supply Chain Management from the IQF Asia-Pacific.

The International Quality Federation (IQF) is Asia-Pacifics largest membership organization devoted to quality. We have the knowledge, tools, expertise, and resources to help you and your organization. The mission of the IQF Asia-Pacific is to promote quality improvement throughout the world. The IQF Asia-Pacific will pursue its mission by cultivating environments which allow member societies and other organizations to work together to advance knowledge of quality.

Course Description

Supply chain management (SCM) means the management of the flow of materials, information, services, and funds across the entire supply chain, from suppliers to component producers and from producers to the customer who is the ultimate receiver of the service or product. SCM does not merely handle the pre-sale or logistics activities but also helps in post-sale service activities. It has become interesting as well as inevitable phenomenon in the business world since it has proven that for better coordination, it is must. Supply Chain Management is critical to the success of the modern organization. It is now recognized as an important strategy to operational efficiency and creating customer value and loyalty. This program is in four modules covering the four pillars of supply chain management and key business management topics essential to supply chain management professionals.

Program Objectives

The program aims to nurture knowledgeable and enterprising young professionals in the art and science of supply chain management. By the end of the course, you will be adept in the art of problem solving and will be effective learners in the ever-evolving arena of the logistics and supply chain management industries.

Participants will understand the concepts and best practices in supply chain managements. The participant will learn the best practices in warehouse, inventory, logistics, purchasing, forecasting, and project management.

Module 1:

Introduction to Supply Chain Management

Module 2:

Advanced Warehouse Management
Logistics Management

Module 3:

Effective Inventory Management

Module 4

Purchasing Management

Module 5

Fundamentals of Forecasting

Module 6

Elements of Project Management

Venue

RMP Training Room, Room 204 Languages International Bldg,
926 Arnaiz Ave., San Lorenzo, Makati City
Philippines

Prerequisites:

• The participant must possess a BSc degree or equivalent
• Bring his own laptop with MS Excel or equivalent software

Slots are limited so register Now!

Pre-registration is required. Slots are limited so register Now! Please email seminars@rmpconsultancy.com
or call Chili (632) 697 0767 or text her (+63920) 918-7358 for more information. A registration form can be downloaded from our website at http://rmpconsultancy.com/en/downloads/. Kindly email the registration form to seminars@rmpconsultancy.com.

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Subscribe to the RMP Training Newsletter

This is the RMP Consultancy Training Newsletter. It is intended for our friends and associates in the Philippines. If you have received this email in error, kindly accept our apologies and send a blank email with "remove" as the subject to remove@rmpconsultancy.com. If you wish to continue to receive articles and updates from us, please op-tin at http://rmpconsultancy.com/en/contact-us/subscribe. You can un-subscribe anytime.

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Tip #6 Optimize your Warehouse into a Weapon of Competitive Advantage

At times when sales growth is slow and margins are getting thinner, you can look at improving your warehouse operations as a way to reduce waste and prevent unnecessary additional expenses. The additional cash from operational savings will surely make any business owner very happy.

Warehouse Operations as a Competitive Advantage

Seminar particpants taking part in a warehouse layout exercise.

An optimized warehouse can help you deliver faster and cheaper than your competitor. In this era of instant gratification, this could be the edge that could put you ahead of your competitors. Imagine if you could answer, “Yes, we have it stock and we can deliver it to you this afternoon at 3:00 pm” and your competitor gives the usual answer of, “I think we may have it somewhere in back of the warehouse. Let me check and I’ll text you next week.” Who do you think will get the order?

Lower you Inventory Costs

Another advantage could be better use of your financial resources. Instead of purchasing stocks just in case, you should maintain just the right inventory to keep your customers satisfied. Having less space will force you to use better inventory methods and focus on keeping your stocks flowing instead of sitting around getting older. You have a better chance of avoiding the FISH syndrome (First In Still Here).

What are these sources of savings?

The savings can be found in lower costs of rental, electricity, equipment, labor and security. A LEAN approach towards developing an optimized warehouse system could result in your needing less space that you originally thought. Less space used often translates to lower operational costs.

What are these LEAN approaches?

LEAN in the warehouse means using a structured approach to identifying and removing all waste in warehouse operations. It means using proven tools to improve warehouse operations. These tools include value stream mapping, kaizen, poke-yoke and applying 5S as an ongoing process to keep the warehouse clean and orderly.

How to begin?

Training is the key to beginning to LEAN your warehouse operations. The solutions can be best developed by your own warehouse staff that has been trained in the LEAN approach. One of our seminar participants proudly sent me a power point of how she had begun the optimization of her company’s warehouse. Instead of having stocks piled haphazardly all over the warehouse floor, she now had all stocks in racks, well ordered aisles and an optimized document flow. She could now find items very quickly and dispatch them to her customers earlier than before. When her management saw the productivity she was generating, they were very happy to invest more in modern racking systems and equipment because they now had a system that could deliver productivity predictably, reliably, and measurably.

Slots are limited so register Now!

Pre-registration is required. Slots are limited so register Now! Please email seminars@rmpconsultancy.com or call Chili (632) 697 0767 or text her (+63920) 918-7358 for more information. A registration form can be downloaded from our website at http://rmpconsultancy.com/en/downloads/. Kindly email the registration form to seminars@rmpconsultancy.com or fax it to (632)-373-2544.

Subscribe to RMP Consultancy Training Newsletter

This is the RMP Consultancy Training Newsletter. It is intended for our friends and associates in the Philippines. If you wish to continue to receive articles and updates from us, please opt-in at http://rmpconsultancy.com/en/contact-us/subscribe. You can un-subscribe anytime simply send a blank email with "remove" as the subject to remove@rmpconsultancy.com.

Schedule of Seminars

Date	Seminar Title	Duration	Category
6/28/2011	Effective Inventory Management	2 Days	Supply Chain Management
7/19/2011	Fundamentals of Warehouse Management and Inventory Control	2 Days	Supply Chain Management
8/3/2011	Effective Inventory Management	2 Days	Supply Chain Management
8/18/2011	Fundamentals of Purchasing	2 Days	Supply Chain Management
9/20/2011	Fundamentals of Warehouse Management and Inventory Control	2 Days	Supply Chain Management
10/4/2011	Fundamentals of Purchasing	2 Days	Supply Chain Management
10/18/2011	Effective Inventory Management	2 Days	Supply Chain Management
11/29/2011	Fundamentals of Warehouse Management and Inventory Control	2 Days	Supply Chain Management

Seminar Investment

Early Bird Rate

Php 8,500.00 plus 12% VAT. Registration and payment must be received at least 1 week prior to the seminar date.

Regular rate

Php 9,000 plus 12% VAT

Zero Rated VAT Enterprises

Kindly furnish us with a copy of your Zero Rated Vat Registration with the BIR.

Raffy conducting training in Saudi Arabia

Mr. Rafael Pefianco

The presenter is Mr. Raffy Pefianco MPM FAAPM, an International Trainer and Mechanical Engineer. His work experiences include positions in management such as marketing manager, general manager, Chief Operating Officer and president of several companies. He has worked in companies in manufacturing, warehouse and distribution, sales and marketing, ship management and operations, training, and tourism. He is currently the managing director of RMP Consultancy.

He is a principal speaker for seminars on Lean Methodologies, 5S, Kaizen, Warehouse, Inventory, Purchasing, Logistics, Six Sigma and Sales and marketing. He provides in-house seminars as well as consulting and coaching services. He has been a certified instructor trainer for several US organizations for more than 20 years.

Raffy has earned an Ordinary National Diploma (Mechanical Engineering) from the Poole Technical College in Dorset, England. He later graduated from the University of New Castle upon Tyne, England with a BSc with Honors in Mechanical Engineering. He is a certified Master Project Manager, Fellow of the American Academy of Project Management, and he also has a Diploma in Supply Chain Management from the Chartered Association of Business Administrators.

Venue

RMP Training Center, 204 Languages International Bldg,
926 Arnaiz Ave., San Lorenzo, Makati City
Philippines

Who should participate?

This program has been specially designed for

• Individuals and teams involved in the day to day operation of warehouse and inventory management systems
• Warehouse Operators, supervisors and Managers

Slots are limited so register Now!

Pre-registration is required. Slots are limited so register Now! Please email seminars@rmpconsultancy.com
or call Chili (632) 697 0767 or text her (+63920) 918-7358 for more information. A registration form can be downloaded from our website at http://rmpconsultancy.com/en/downloads/. Kindly email the registration form to seminars@rmpconsultancy.com .

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Schedule of Public Seminar for 3rd and 4th Quarter 2011 (PDF Format)

You can download the RMP Consultancy Scheduleof Seminars for 3rd and 4th Quarter 2011 at http://rmpconsultancy.com/en/wp-content/uploads/downloads/2011/06/2011_seminar_schedule_v03.pdf

List of Training Seminars from RMP Consultancy (PDF Format)

You can download the RMP Consultancy List of Seminars 2011 at http://rmpconsultancy.com/en/wp-content/uploads/downloads/2011/06/2011_rmp_seminar_master_list_v03.pdf

Please Subscribe to the RMP Training Newsletter

You can also choose to opt-in to our RMP Consultancy Training Newsletter email service. If you wish to continue to receive articles and updates from us from time to time, please op-tin at http://rmpconsultancy.com/en/contact-us/subscribe. You can un-subscribe anytime.

Train your Supervisors

Tips to Grow your Business #5: Train your Supervisors

The best employees do not always make the best supervisors, especially if they have not received the proper training to supervise effectively. Good business leaders now realize that doing the job and leading others to get things done are different skills.

The often recurring scenario is one where a management or supervisory position opens up and management looks at their rank and file people for a suitable candidate for promotion. Usually the top performer is recognized as having the greatest potential and is rewarded with the promotion. The manager says to him, “My friend, as a reward for doing this job so well, you are now the new manager. You can do it. Congratulations.”

A few months later, you hear that the poor fellow has been demoted and later that he has left the company. You ask yourself, “What happened to the star performer?” In many of the companies I have consulted with, the common reason is that the poor fellow was not able to deliver on the expectations of management. In short, his team did not meet their key performance indices and he had to go.

Why does this happen? Very often, the answer is simply that the person rewarded with the management position was not prepared to manage other people. His training and orientation was to do his own job very well. This he excelled at. What he was not trained to do was how to lead other people to get the job done on time with the desired quality. Very often, new supervisors are overwhelmed by the conflicting demands of customers, management, and their former colleagues.

New supervisors and managers need to be properly oriented on their new responsibilities, how to interact with their colleagues, how to manage and lead their teams.

The 5 Essential Skills of Supervision

Supervisors need to master the 5 essential skills of supervision:

• Planning the Work: Taking the direction of higher management and translating it into actionable plans for the team.
• Leading and Managing Performance: Removing the obstacles to better performance so employees can meet their own and the organization’s objectives.
• Organizing the Work: Assigning people, equipment, and tasks to meet work goals.
• Communicating: Bridging the communication gap between management and the staff.
• Coaching the Team: Coaching the members is the most effective way to develop the skill levels of the team so that they can meet the goals of the business.

For more Tips on How to Grow your Business, visit http://www.rmpconsultancy.com

Warehouse as a Weapon for Competitive Advantage

An optimized warehouse can help you deliver faster and cheaper than your competitor. This could be the edge that could put you ahead of your competitors. Another advantage could be better use of your financial resources. Instead of purchasing stocks just in case, you should maintain just the right inventory to keep your customers satisfied.

Tips to Grow your Business #6: Optimize your Warehouse into a Weapon of Competitive Advantage
 

At times when sales growth is slow and margins are getting thinner, we can look at improving your warehouse operations as a way to reduce waste and prevent unnecessary additional expenses. The additional cash from operational savings will surely make any business owner very happy.

Warehouse Operations as a Competitive Advantage

An optimized warehouse can help you deliver faster and cheaper than your competitor. In this era of instant gratification, this could be the edge that could put you ahead of your competitors. Imagine if you could answer, “Yes, we have it stock and we can deliver it to you this afternoon at 3:00 pm” and your competitor gives the usual answer of, “I think we may have it somewhere in back of the warehouse. Let me check and I’ll text you next week.” Who do you think will get the order?

Lower you Inventory Costs

Another advantage could be better use of your financial resources. Instead of purchasing stocks just in case, you should maintain just the right inventory to keep your customers satisfied. Having less space will force you to use better inventory methods and focus on keeping your stocks flowing instead of sitting around getting older. You have a better chance of avoiding the FISH syndrome (First In Still Here).

What are these sources of savings?

The savings can be found in lower costs of rental, electricity, equipment, labor and security. A LEAN approach towards developing an optimized warehouse system could result in your needing less space that you originally thought. Less space used often translates to lower operational costs. 

 

What are these LEAN approaches?

LEAN in the warehouse means using a structured approach to identifying and removing all waste in warehouse operations. It means using proven tools to improve warehouse operations. These tools include value stream mapping, kaizen, poke-yoke and applying 5S as an ongoing process to keep the warehouse clean and orderly.

How to begin?

Training is the key to beginning to LEAN your warehouse operations. The solutions can be best developed by your own warehouse staff that has been trained in the LEAN approach. One of our seminar participants proudly sent me a power point of how she had begun the optimization of her company’s warehouse. Instead of having stocks piled haphazardly all over the warehouse floor, she now had all stocks in racks, well ordered aisles and an optimized document flow. She could now find items very quickly and dispatch them to her customers earlier than before. When her management saw the productivity she was generating, they were very happy to invest more in modern racking systems and equipment because they now had a system that could deliver productivity predictably, reliably, and measurably.

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Raffy Pefianco MPM FAAPM will be conducting the seminar Fundamentals of Warehouse Management and Inventory Control on 18 to 19 May 2011. Click http://rmpconsultancy.com/en/2011-05-18-fundamentals-of-warehouse-management-and-inventory-control/ for seminar details. Pre-registration is required.

 

Slots are limited so register Now!

Pre-registration is required. Slots are limited so register Now! Please email seminars@rmpconsultancy.com or call Chili (632) 697 0767 or text her (+63920) 918-7358 for more information. A registration form can be downloaded from our website at http://rmpconsultancy.com/en/downloads/. Kindly email the registration form to seminars@rmpconsultancy.com or fax it to (632)-373-2544.

Supervisory Skills Training

Supervisory Skills Training