Walkthroughs
The part of the service call during which technicians listen, diagnose, prescribe, quote/negotiate, then reach an agreement before beginning treatment.
What is the initial walkthrough?
The "L" in L360.
What is "Listen"?
The survey company that Zerorez uses to help us understand how much our clients like us.
What is Listen360?
Someone who is dissatisfied to the point of harming the reputation of a company/product/public figure etc.
What is a detractor?
The numbers from 0-10 that are considered "passives".
What are 7 and 8?
Why technicians should bring up add-ons during the initial walkthrough even though they're likely to be rejected.
What is planting the seed?
The meaning of the acronym MIT (at Zerorez).
What is Manager in Training?
In 2003 Bain and Company came up with this important score to help companies determine how well they are growing.
What is Net Promoter Score?
Someone who likes and supports a company/product/public figure to the point of enthusiastically advertising them to the people they know.
What is a promoter?
The numbers from 0-10 that are considered "promoters".
What are 9 and 10?
A process we've discussed that closely resembles how a technician should navigate the initial walkthrough.
What is a doctor's visit?
The meaning of the acronym CSR.
What is a Customer Service Representative?
The most obvious, but least accurate way to determine whether or not a company is growing.
What is measuring "number of new customers/clients" or "growth"?
Someone who is adequately satisfied with a product or service, but lacks the enthusiasm to share it with others.
What is a passive client?
The numbers from 0-10 that are considered detractors.
What are 0, 1, 2, 3, 4, 5, and 6?
The times throughout a service-call during which a technician should check-in with their client (which will best facilitate earning a promoter, lowering likelihood of a re-service, and increasing likelihood of selling add-on services).
What is initial walkthrough, mid-way checkin, and final walkthrough?
What does the "rez" in "Zerorez" refer to?
What is "residue"; as in, we leave behind "zero residue" when we clean.
An obvious way to measure loyalty of existing clients, but which may not indicate future growth, especially if a competitor suddenly becomes the more convenient option.
What is measuring "client retention"?
The calculation used to determine your L360 score.
# of Promoters - # of detractors / total # of responses x 100 = %
The software we use at Zerorez to measure and learn about the customer experience.
What is L360?
What is: "what budget did you have in mind for today's service?"
The meaning of the acronym NPS.
What is Net Promoter Score?
The single most effective way to measure real growth of a company.
What is "customer referrals"?
Explain specifically how passive responses negatively impact to your L360 score.
What is: they are included in the total number of responses, meaning you're dividing by a greater number, thereby lowering overall L360 score.
Studies have determined that this is the single most effective way to grow a business.
What are customer referrals?