BUILDING A REFERRAL BASED BUSINESS

Customer Service…

CREATING RAVING FANS

The business must serve them by providing profits ...

4 Different Customers…

THE OWNERS

4 Different Customers…

THE TEAM

The business must serve them, by providing recognition and a

paycheck…

4 Different Customers…

THE SUPPLIERS

The business must serve them, by paying bills…

4 Different Customers…

THE CUSTOMERS

The business must serve them, by filling their needs…

Customers have…

NEEDS and

WANTS

Discover what they ...

and, sell them what they ...

You must…

WANT

NEED

Relationships need Communication ...

Because you’re building a…

RELATIONSHIP

The Emotional Bank Account…

DEPOSITS WITHDRAWLS

Your Ideal Customer…

ABCD

wesomeasican’t deal with

ead

Who are your Top 20% ... ?

Information is power…

80 : 20 RULE

Do Customers leave feeling?…

SATISFACTION

OR DELIGHT

But, they talk about getting more than they ...

Customers expect…

SATISFACTION

EXPECTED

Don’t wait until there’s a problem to start taking care of your

customers …

Good Customer Service is…

PROACTIVE

Something, more than they

How can you give…

CUSTOMERS

EXPECT

Time to think outside the square ...

Keep on getting better…

INNOVATE

Times when it really counts to impress with your service ...

What are your…

MOMENTS OF TRUTH

List as many of your ...

as you can ...

Your Customer Interaction…

MOMENTS OF TRUTH

You just DON’T CARE...

68% of people leave because of…

PERCIEVED INDIFFERENCE

• 1% - Death

• 3% - Move House

• 5% - Buy from a friend

• 9% - Sold by a Competitor

• 14% - Product/Price

• 68% - Perceived Indifference

People leave because…

Winning Customer Service…

• Consistency • Easy to buy

The WOW Factor

How can you use this in your business ... ?

What gives your customers a feeling of…

CONSISTENCY

How can you use these in your business ... ?

How can you make your customers feel that it’s…

EASY TO BUY

How will you ensure this happens for every “A” Grade customer?…

What can you do to give your business the ...

THE WOW FACTOR

SUSPECT

The Ladder of Loyalty

Someone is a SUSPECT if they fit your target market..

TARGET MARKET

SUSPECT

PROSPECT

The Ladder of Loyalty

and, you collect their ...

Someone is a PROSPECT if they

TAKE ACTION

DETAILS

SUSPECT

PROSPECT

SHOPPER

The Ladder of Loyalty

and, you confirm their ...

Someone is a SHOPPER if they

BUY SOMETHING

DETAILS

SUSPECT

PROSPECT

SHOPPER

CUSTOMER

The Ladder of Loyalty

Someone is a CUSTOMER if they…

BUY A SECOND TIME

SUSPECT

PROSPECT

SHOPPER

CUSTOMER

MEMBER

The Ladder of Loyalty

and, they feel like they ...

Someone is a MEMBER if they have a…

MEMBERS KIT

BELONG

Consistent communication is key…

• Weekly or fortnightly blog/newsletter• Regular value adds• Member sites?• Forums• Other?

SUSPECT

PROSPECT

SHOPPER

CUSTOMER

MEMBER

ADVOCATE

The Ladder of Loyalty

Someone is an ADVOCATE if they…

TELL OTHERS ABOUT YOU

SUSPECT

PROSPECT

SHOPPER

CUSTOMER

MEMBER

ADVOCATE

The Ladder of Loyalty

Someone is a RAVING FAN if they…

DO YOUR SELLING FOR YOU !

They want customers to ...

rather than ...

The FEDEX lesson…

STAY, SAY + PAY

WALK, SQUAWK + BALK

People pay for ...

Remember…

Write down….

5 WAYS YOU CAN

IMPROVE CUSTOMER SERVICE

IN

YOUR BUSINESS

Asking for referrals

IF YOU DON’T ASK YOU

DON’T GET

Asking for referrals

NO TODAY DOES NOT MEAN NO

TOMORROW

Asking for referrals

MAKE IT EASY FOR

YOUR CLIENTS TO

REFER

Asking for referrals

Ways to ask for referrals

1. The business card2. At the point of sale3. After an emotional moment4. At their premises (Mark Capelin)

Focus on WALLET SHARE

6 times easy to get an existing client to buy again

Cash is king

The one minute millionaire

Ideas to make more money

1. Increase your prices2. Impulse buys 3. Sell premium service4. Up sell5. Down sell6. Create bulk deals7. Stop discounting

8. Sell information products

9. Sell other peoples products

10. Sell complimentary products

The fastest way to get RICH

CHUNK SELL