Client Result Stories

 American Residential Services (ARS) was poised to expand into a national brand – but this would require greater consistency and predictability in both their customer and employee experiences.

We worked with American Residential Services to:

1. Map the Customer Journey and identify Loyalty Drivers, Moments of Truth and Frontline Behaviors. 
2. We then developed a new Brand Promise, Experience Theme and new Service Blueprints to guide execution. 
3. Finally, we implemented an organization-wide change effort starting with Communications followed by Leadership Alignment, Frontline Behaviors, Recognition and Customer Measurement.  

Irving Oil, had completed re-branding of their chain of Blue Canoe Convenience Stores and wanted to improve the consistency of the customer experience. 

Our team customized our POWER!SERVICE®System to address the client’s specific needs:

1. We identified “Exceeds” versus “Meets” behaviors from top performers working in top performing stores.
2. We then integrated these findings with best practice research on service behaviors.
3. From this data we developed specific behaviors to support a more consistent delivery of TREAT: their five-step customer interaction cycle. 
4. Finally, we delivered a one-day coaching program to store managers followed by an e-learning program to employees to learn and practice the new coaching skills and front-line behaviors.