Maintaining and Sustaining Customer Service

To:   All CMOs and marketing staff  (CSS)

Thru:   GM Madel

 Subject:  Maintaining and Sustaining Customer Service

Date:   November 20, 2016  

Objectives:

1.  To continue serving our present and future customers

(We are entering new markets:    cremation,   chapel memorial services and memorial plans and we better adapt to this changing business environment before we are left out.)

 To implement  the definition of MARKETING:   TO CONTINUOUSLY SERVE CUSTOMERS

WANTS AND NEEDS BETTER THAN COMPETITORS AT A PROFIT

2.  To increase our capability to be in bigger and more sophisticated markets

3.  To reduce complaints

4.  To increase level of customer satisfaction and delight

5.  To remind every one that this is part of our mission

Background:

We built this business on one of the pillars of Customer Service.  We did not have capital as we were poor.  However we leveraged on customer service every inch of the way for more than 30 years. We grew and grew because of Customer service and excellence.  

However as we pass the baton, and under new management or as we assign new people who are not properly trained or oriented, this may not be given due emphasis or neglected.  Failure or business shrinkage could be lurking around the corner.

It is not the money that we collect that counts, but the learning on how to build and strengthen the business.  To generate revenues and get the customer judge our efforts favorably with their patronage and purchase is the thing that counts

Take note that we have external and internal customers who we must take care of

 .Sellers are our internal customers and we do our best to please delight them.  We can only give them titles like sales directors and managers.  We encouraged and inspired them to work hard for their titles.  Let us not change nor issue edict tot reverse this

Let us build and strengthen our business not weaken this and shooting ourselves in the fee.

As per our CCD we are not to quarrel nor insult nor shame our customers nor make it difficult to do business with us.

Reality:

We are not getting the level of customer service that we envisioned a long time ago or as we practiced them before.   We fail in the following areas:

    1.  Documents

    2.  Interments

    3.  Park beautification and maintenance

    4. Dealing with our stakeholders:    suppliers and and sales executives

    5.  Corporate communications - blogs, obits

LET US USE THIS ACRONYM:

4 Is

1.  Improve

2.  Innovate

3.  Inform

4.  Implement

Week 21: Holy Gardens Pangasinan's Best Pictures

Getting higher and stronger

"Isang Espesyal na Parangal para sa minamahal"

Visit and like our page: Holy Gardens Group Griefshare

Final blessing of a Rev. Father on a holy occasion

 Visit: Holy Gardens Memorial Package

Our family room in the chapel where bereaved family can relax and take a rest

Installed tarps at the left and right wing of entrance for more awareness

Our agent, Mrs. Sonia Claveria happily received her commission check

 Be part of our growing team just click: 

Holy Gardens Reward Points for Sales of Holy Gardens Memorial Package

Our lot investors for the week: Mrs. Brigida Manzon with agent Mr. Marcellano

Week 15: Holy Gardens Calapan Weekly Best Pictures

Getting higher and stronger

With Ms Bilog, while filling up the IA, being assisted by Ms. Jhen at bisita paburol

With the dela cruz siblings enjoying their coffee while filling up the I.A
(customer service)

After out product presentation at Barangay Tawagan
( Barangay Secretary and the Barangay Chairman)
(prospect earned- 2)

With the barangay officials of barangay Sta. Isabel
(prospect - 2)

Wake Visitation at Dela Cruz's Residence (Brgy. Ibaba)
We recruited 2 Agents
1 prospect
We also do the product presentation with them.

While doing our Tribute at Dela Cruz's res.
(may kwento sa mga ngiti ng mga batang ito habang nakakasaksi sila ng magandang TRIBUTE from our team)

Ms. April Adriano, visited office for her Product briefing - our newest Agent.

Product presentation with our BVO prospect
Geron's Siblings.

Skirting by Ms. Jhen our newly hired CSS 1.

Motif made and designed by Ms. Jhen - CSS 1

DME and JRC created this motif as per instructed by the customer.

How can we serve you better in 2014?

Getting higher and stronger

December 28, 2013

What are we going to do in 2014 to serve you better and widen/strengthen our relationships with the customer?

Our top management have been banging our heads together since November to serve our customers better and to be one of the best in the memorial park businesses.

Some of our selected set of activities and resources for 2014 for this excellence in customer service:

1,  New products to gather the  CDE market:   crematorium end to end (ETE) services, body crypts  Coupled with this is the park beautification via new ideas and innovation from the managers

2.  Value for money packages;  traditional products bundled with existing or new products that enables customer to save while giving convenience to the customer.  PMS for existing customers.

3. Continuous drive for  excellence in customer service via:    training, more equipment, upgraded salaries,  and recruitment.  We will be hiring more professionals, clarify performance evaluation and career paths

4.  Recruitment of more agents, strengthening agencies via:    sales meeting, training, team building, coaching, faster commission processing, and incentives.  Join our team now!

5. Clearer and better implementation of sales and other internal processes via:   communication, intensive training and teambuilding

5.  Email marketing using proven platforms as EWeber, GetResponse, and Instapage.  Outsourcing or hiring inhouse to run this to fortifify lead generation and sales.

Join our winning sales team!

Bouquet of Customer Service at Holy Gardens featured at Slideshare

How do you like to be remembered?

This is to let the people know what Holy Gardens Memorial Park is all about and to let them know its standard of service.  This is to remind also the employees and customers what the main value proposition of Holy Gardens group.

This is to let people know how Holy Gardens does business:

Bouquet of customer service from Aireen Ricamara

In the customer refund, we overdelivered.

Holy Gardens Memorial Park - A Special Place for Remembering Loved Ones

A customer asked for a refund in one of our memorial park branches.  The legal requirements call for a 50% forfeiture.  While there was no valid reason for backing out (the park is fully developed), we willingly agreed to refund at l00%.  And despite that, a lot of noises is being made.  You can not really please them all.

But we overdelivered... Just to make the customer happy.

A MUST FOR ALL STAFF AT HOLY GARDENS MEMORIAL PARK

Our beliefs:

l. Customer service

2. Excellence

3. Learning

4. Flexibility and Adapatability