SQI July 2019 Newsletter

How a Small Insurance Company

Uses their Service Guarantee to

Increase Revenue 7 times

Hi [firstname|there],

Tom Raffio

I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990.  Back then he and Dr. Bob Hunter implemented a radical Guarantee of Service Excellence at Delta Dental Plan of Massachusetts. In 1995, Raffio took the position of President & CEO of Northeast Delta Dental, which was in financial crisis.  He immediately implemented the Guarantee of Service Excellence.

Northeast Delta Dental is the region’s most trusted name in dental insurance for companies of all sizes, individuals, and families in Maine, New Hampshire, and Vermont, administering dental benefits for more than 920,000 people.  Delta Dental Plans Association is comprised of 39 independent Delta Dental companies operating in all 50 states, Puerto Rico, and other U.S. territories.   These member companies provide coverage to 80 million people. The employees use the dental benefits,  and the dentist is a partner in delivering oral health information and dental services.

SQI's Latest Story

The #1 Hospital in America Mayo Clinic

Mayo Clinic in Minnesota has once again been named the top hospital in America by U.S. News & World Report. They work alongside over 1 million patients each year. Seamless care with more than 4,700 physicians and scientists across campuses in Minnesota, Florida and Arizona.

I use the Mayo Clinic myself. On February 15 I had a partial knee replacement.


Customer care is light years ahead of all other health care facilities in the world. They are like the Ritz Carlton and all other hospitals are like Motel 6. If you call them 1-507-284-2511 they answer the call in one ring with a live person.

Be like Noertheast Delta Dental and Mayo Clinic and find out about...
Driving a Service Culture

If you want to create a service culture there are several critical steps necessary. One shot or flavor of the month programs do not work. Customers today want and demand awesome service. Service leaders always outperform others in their industry if your focus is rapid growth and market dominance. Small firms become large fast.  If you are not moving fast a firm like Uber who owns no cars could disrupt you or Air BNB the largest hotel firm in the world without owning any hotels.

1. Drive a Service Culture as a strategy. Very few CEO's are passionate about customer service and few understand the financial impact. The CEO and company has to be "relentless."

2. Be aggressive at eliminating stupid rules, procedures and policies. Employees worship policies and will almost always sacrifice a customer to enforce rules and policies.

3. Dramatically increase speed with everything you do. Speed means reducing the time by 90% or more. Ping An understood this.

4. Train all employees on customer service with something new and fresh every 4 months.  We have to change attitudes and behaviors. Every employee in your organization already believes they deliver great service. Every employee knows this is important. The problem is they just don't do it. View this link https://www.customer-service.com/3-year-service-culture-plan/

5. Drive empowerment. This means every employee must make fast decisions on the spot in favor of the customer.  Trying to get an employee to spend $25 to keep a customer often takes 2 miracles at one time. This is the most difficult skill to get employees to use.

6. Master Service Recovery. All of us make mistakes each day. How we recover in 60 seconds or less is a skill that must happen at the front line. Keeping customers is much less expensive than getting new customers.

 Remember, customers will reciprocate your helpful actions.  When you resolve situations quickly and effectively, and then respond to their need, most customers will pay you back with continued or increased loyalty, goodwill and repurchasing. That’s outperforming!  That’s driving a service culture!!


John Tschohl Service Strategy Seminars

I have a variety of open seminars across the world you can attend;

October 18 Varna Bulgaria Bulgarian Business Forum
October 21 Sofia Bulgaria Open Seminar Vladimir Afenliev
November 8 Ho Chi Minh City, Vietnam
November 9 Hanoi, Vietnam
November 14 Dubai by Synergy Dubai  www.synergyforums.ae

November 29 Uzbekistan
December 3 Panama https://johntschohl.com/wp-content/uploads/2019/08/Customer-Service-John-Tschohl-Guatemala-y-Panama-2019-002.jpg
December 5 Guatemala https://johntschohl.com/wp-content/uploads/2019/08/Customer-Service-John-Tschohl-Guatemala-y-Panama-2019-002.jpg
December 14 Almaty Kazakhstan Anton Sylenko and Moxie International http://www.shoul.kz
January 15 Kuwait City, Kuwait Human Investment Group

If you would like to use me for an in-house seminar for your leadership team or employees please contact my Leadership Team:

Visit www.JohnTschohl.com

Brook Brown, Speaking Manager,Global 
Mobile 1-952-232-9932  Brook@servicequality.com

Marina Lukyantseva. Russia and CS
Mobile 1-408-637-8730 Marina@servicequality.com

Carmen Velasco, Latin America  
Mobile 1-619-862-7694   Carmen@servicequality.com

Certification Seminars

October 22-25 Bogota Colombia
November 12-15 Monterrey Mexico
November 19-22 Mexico City. Mexico
November 26-29 Guadalajara  Mexico
Contact Carmen Velasco to sign up: Carmen@servicequality.com

May 18-21, 2020
 Minneapolis Minnesota USA

African Government Leaders Study Tour Minneapolis April 6 -10, 2020

I am working with Victor Walsh the CEO of ADSC, African Development Study Center for a 5 day study tour with Service Quality Institute to learn the American Way of Service and System Delivery. Top government leaders from Africa are invited.

For more information contact:

Victor Walsh at victor@femy-walsh.com  Mobile +234-802-305-1912
or contact John Tschohl John@servicequality.com


Partners Needed Throughout the World

If you know anyone that would like to be a Partner with SQI please have them contact my Leadership Team, Brook, Marina, Carmen or myself. We are looking for companies that want to expand their business and represent the global leader in customer service. An investment for product and inventory is required.


In The Media

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If We Fail to Learn, We Fail to Grow
Agency Sales

Bad Service Nullifies Advertising

Bad Service Nullifies Advertising
Call Center Times

Being Seduced into Fitting In
ersonal Excellence

Empowerment…Never Use “No”

Empowerment…Never Use “No”

Out-Learn Your Competition
Retail Observer

Being Seduced into Fitting In

See All Media Articles

John Tschohl
Service Quality Institute
Minneapolis, Minnesota 55420
Office 1-952-884-3311
Cell 1-612-382-5636


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Service Quality Institute, 9201 East Bloomington Freeway Minneapolis, MN 55420