"Michael has played a very strategic role in the development of our team that has enabled us to expand our imprint with customers like never before."

B2B Client Success: Pola Marketing

Pola Marketing: A Creative Agency

Pola Marketing, in Covington, Louisiana has emerged as a high powered agency for national and regional brands. Their ability to grow has been one of their greatest accomplishments as well as their biggest service challenge. There is an extremely high churn rate for creative agencies like Pola. The need to create exceptional service systems, expand service deliverables for a growing team, and improve the client experiences were paramount to the service success of Pola. They have recently received the )______award

View our Pola Marketing case study.

WHAT WERE THE RESULTS?

We delivered significant improvement in sales & service

Double-Digit revenue increase within 11 months
Culture shift: 60% reduction in toxic internal service culture self identified in discovery phase (see case study for more details)
Increase in customer service satisfaction and record attendance and participation in dealership events and programs
Solidified team stability with clearer service standards, responses, and practices
Increased employee retention and production
Discovery of significant factors that grew dealership loyalty and not just brand loyalty
These dealerships now have an internal service leader (Service Architect) that was trained to continue trainings and service initiatives
The in-fighting between departments reduced substantially, and customers no longer feeling like they're in the middle of internal issues
Using the 'Relational Velcro' approach, each department lead enlisted specific ways to make customer interactions more meaningful

HOW DID WE DO IT?

We provided A.R.M.S. to Harley-Davidson

We engaged HD service practices that have with A.R.M.S. = Actionable · Repeatable · Measurable · Scalable
In-person training and empowerment of department leads to execute service expectations
Individual service action plans for all department leaders
We used our 'Service Deck' tool, which is 52 playing cards that have customer service quote and questions. This was used for quick fire service trainings and proved very effective to engage busy team members and improve their service performance
Providing soft skill training to enable team members to communicate more effectively with everyone
New service focused dealership events were established and have become signature dealership events

WHY WE CHOSE THIS APPROACH

We provided service support to a unique culture that elevated the HD core strengths

We were bound by limited time with team members, so we created quick-fire trainings that proved extremely successful
Our ability to create service change from the dealerships core strengths provided long-term success
We have created custom initiatives/events/processes that sets their service programs apart from every other clinic
Developing Relational Velcro (creating more meaningful customer interactions) resonated with most every team member
Our greatest asset was not to provide 'our' training and make the HD team adapt, but understand their culture and create a service strategy around their DNA.

WHAT ARE THE FIRST STEPS TO SERVICE IMPROVEMENT?

Commit to creating exceptional service

1. Assess your willingness as an organization and decide to begin creating real service change

2. Prepare to invest 12-24 months in the consulting/training process

3. Contact us to begin a service conversation

LET'S BEGIN A CONVERSATION

We are here when you are ready!

Everyone wants to deliver exceptional patient experiences. Committing to the process is the greatest barrier. Our team is here to serve you when you are ready to implement a proven service strategy that enables you to make a greater imprint on those you serve.

We look forward to speaking with you soon.