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CONWAY
501-336-0075
499 Lower Ridge Rd.
Conway, AR
Manager:
Burle Fortenberry
NW ARKANSAS
479-751-0055
1101 Shaver
Springdale, AR
Manager:
Kyle Johnson
JONESBORO & NE ARKANSAS
870-972-1922
3411 One Place
Jonesboro, AR
Manager:
Shannon Simpson
LITTLE ROCK
501-219-0075
1200 John Barrow
Little Rock, AR
Manager:
Eric Sutterfield
Burle Fortenberry
HOT SPRINGS
501-760-0075
5922 Albert Pike
Royal, AR
Manager:
Tom Baker
SW TENNESSEE & MISSISSIPPI
901-377-7075
5455 Crestview Dr. Memphis, TN
Manager:
Jimmy Weatherly
FLORIDA
954-979-8100
995 NW 31st Ave.
Pompano Beach, FL
Manager:
Robert Williamson |
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All Clean USA | Online News Bulletin | March 2009 |
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Look for ALL-CLEAN USA on KARK-TV, KARZ-42 and ArkansasMatters.com
 ALL-CLEAN USA will be the local expert for the central Arkansas NBC affiliate. Look for segments featuring manager Burle Fortenberry appearing on the Arkansas Showcase segments with Tracy Douglass. Burle will educate the public on restoration services available when bad weather and unfortunate circumstances strike.
ALL-CLEAN USA, A PART OF
ARKANSAS BUSINESS
25TH ANNIVERSARY ISSUE
 On March 23, 2009 ALL-CLEAN USA will be a part of the Arkansas Business 25th Anniversary Commemorative Edition.
This special issue will not only celebrate twenty-five years of award winning business news coverage, but will also be a retrospective look at the people, events, trends and issues that have shaped business in the state of Arkansas.
ALL-CLEAN USA is proud to be a part of this special issue and play a role in shaping business in Arkansas.
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The very best thing you can do for the whole world is to make the most of yourself.
~ Wallace Wattles |
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Commandment IX: Measuring Your Customer's Experience
What gets measured gets managed
If you want to see how a company is doing now, look at their current sales. If you want to know how a company will perform in the future, look at their current customer satisfaction score.
-Joe Calloway, Author and Speaker
Your goals must be measurable and tied to a specific metric that tells you: how satisfied your customers are with you, who is clearly serving customers, who is inconsistent, whether you are demonstrating your Service Vision to your customers, how effective your service recovery is, and how you stack up against your competition. 
Strong sales can disguise many serious issues. We all know companies that open with a bang, decide they have a proven model, and grow too rapidly. The sad result is that within a few years they are struggling to reinvent themselves in order to stay afloat. Why? Because once the novelty wears off and the competitors duplicate the product, the consistency of the experience they provide will be the only criterion customers use to determine value versus the value of the competition. If you plan to open your business in new markets, regionally or nationally, then the need for measurement becomes even more critical. Too many businesses fail to realize that customers view all of a company's locations as equal: equally good, equally bad, or equally indifferent. To a customer, one bad experience with a brand can be its death sentence.
Measuring the customer experience means you have a definitive red-flag mechanism that you can use to immediately address all its components: who, what, where, when, and how. You can measure what is working and what customers value. You can measure defects in your overall system, and you can pinpoint inconsistencies and lower performing locations.
What keeps a customer loyal and highly satisfied is the experience and value the customer perceives that you offer for the price you charge - not what you, the owner, and your employees perceive the value and experience to be.
Don't Try This at Home
Measuring customer satisfaction and disseminating the data has become a science; however, growing companies should not try to do it themselves. Perhaps the most significant factor in creating a superior customer experience is knowing what your customers want. It sounds simple enough. We think we know our customers and we believe we know what they want. But do we really? When was the last time you asked them the right questions in order to find out what they really want? What did you do with that information? Too often we do not have enough of the right information. Or we have great information but we have no idea what to do with it, and we don't have someone in place or empowered to drive the changes needed within the company.
Understanding how to acquire, measure, and act on the right information can mean the difference between a customer sampling your business occasionally and that customer being extremely loyal and referring others to your business. One common mistake made by companies that try to measure their customer experience themselves is pre-identifying questions and categories, and thus steering customers in a specific direction.
Questions? Suggestions? Comments?
Email and let us know.
Hayden Allred
870-926-7917
hallred@allcleanusa.com | |
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UPCOMING EVENTS |
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AR ADJUSTER'S ASSOC MEETING
March 9, 2009
Shelter Claims
LITTLE ROCK |
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RIMS MEETING
March 12, 2009
Jim's Place East
MEMPHIS |
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BOMA- NW AR
MEETING
March 20, 2009
Doubletree
BENTONVILLE |
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MEMPHIS CLAIMS ASSOCIATION MEETING
March 31, 2009
Holiday Inn
MEMPHIS |
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CONTINUING EDUCATION OPPORTUNITY FOR ADJUSTERS
ALL-CLEAN USA NW AR
will host a Continuing Education Class
September 15, 2009
ALL-CLEAN OFFICE
1101 Shaver Street, Springdale
Open to all adjusters
Pre-registration required.
Cost of the class is $10.00
and will include lunch.
CE hours will be issued upon completion of the class.
Dennis Klager
VP of Operations, Clean As A Whistle, Inc.
will be the instructor.
Limited seating available.
Call Kyle at 479-751-0055
to reserve your spot today. |
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ALL-CLEAN USA
Employee Profile:
Look Who's
Working For You
Jerry resides as the water restoration tech for the Jonesboro and northeast Arkansas area. He has proudly worked for ALL-CLEAN USA for the past five years.
A hard worker, it doesn't matter the task he is asked to do; he completes it to perfection and with a smile. He is seen as a very valuable part of the ALL-CLEAN USA family.
Jerry was born in Long Beach, CA, before moving to Arkansas and attending school in Caraway. He moved to Jonesboro in 1988.
He is the proud parent of a 24 year old son, Jeremy and 21 year old daughter, Misty. He loves spending time
with his three year old grandson, Jeffry.
"My favorite part of the job is the people around me. I have never worked
with a better bunch of people than at the Jonesboro office," states Jerry. "From my co-workers, to management, to the owner - my hat's off to all of them."
JERRY WOOD,
Working For You |
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| ALL-CLEAN USA'S VALUES EXCEED OUR CUSTOMER'S EXPECTATIONS | |
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