1. BUILDING A REFERRAL BASED BUSINESS

2. Customer Service 3. The business must serve them by providing profits ... 4 Different Customers THE OWNERS 4. 4 Different Customers THE TEAM The business must serve them, by providing recognition and a paycheck 5. 4 Different Customers THE SUPPLIERS The business must serve them, by paying bills 6. 4 Different Customers THE CUSTOMERS The business must serve them, by filling their needs 7. Customers have NEEDS and WANTS 8. Discover what they ... and, sell them what they ... You must WANT NEED 9. Relationships need Communication ... Because youre building a 10. The Emotional Bank Account DEPOSITS WITHDRAWLS 11. Your Ideal Customer A B C D wesome asic ant deal with ead 12. Who are your Top 20% ... ? Information is power 13. Do Customers leave feeling? OR 14. But, they talk about getting more than they ... Customers expect SATISFACTION EXPECTED 15. Dont wait until theres a problem to start taking care of your customers Good Customer Service is PROACTIVE 16. Something, more than they How can you give CUSTOMERS EXPECT 17. Time to think outside the square ... Keep on getting better INNOVATE 18. Times when it really counts to impress with your service ... What are your MOMENTS OF TRUTH 19. List as many of your ... as you can ... Your Customer Interaction MOMENTS OF TRUTH 20. You just DONT CARE... 68% of people leave because of PERCIEVED INDIFFERENCE 21. 1% - Death 3% - Move House 5% - Buy from a friend 9% - Sold by a Competitor 14% - Product/Price 68% - Perceived Indifference People leave because 22. Winning Customer Service Consistency Easy to buy The WOW Factor 23. How can you use this in your business ... ? What gives your customers a feeling of CONSISTENCY 24. How can you use these in your business ... ? How can you make your customers feel that its EASY TO BUY 25. How will you ensure this happens for every A Grade customer? What can you do to give your business the ... THE WOW FACTOR 26. SUSPECT The Ladder of Loyalty 27. Someone is a SUSPECT if they fit your target market.. TARGET MARKET 28. SUSPECT PROSPECT The Ladder of Loyalty 29. and, you collect their ... Someone is a PROSPECT if they TAKE ACTION DETAILS 30. SUSPECT PROSPECT SHOPPER The Ladder of Loyalty 31. and, you confirm their ... Someone is a SHOPPER if they BUY SOMETHING DETAILS 32. SUSPECT PROSPECT SHOPPER CUSTOMER The Ladder of Loyalty 33. Someone is a CUSTOMER if they BUY A SECOND TIME 34. SUSPECT PROSPECT SHOPPER CUSTOMER MEMBER The Ladder of Loyalty 35. and, they feel like they ... Someone is a MEMBER if they have a MEMBERS KIT BELONG 36. Consistent communication is key Weekly or fortnightly blog/newsletter Regular value adds Member sites? Forums Other? 37. SUSPECT PROSPECT SHOPPER CUSTOMER MEMBER ADVOCATE The Ladder of Loyalty 38. Someone is an ADVOCATE if they TELL OTHERS ABOUT YOU 39. SUSPECT PROSPECT SHOPPER CUSTOMER MEMBER ADVOCATE The Ladder of Loyalty 40. Someone is a RAVING FAN if they DO YOUR SELLING FOR YOU ! 41. They want customers to ... rather than ... The FEDEX lesson STAY, SAY + PAY WALK, SQUAWK + BALK 42. People pay for ... Remember 43. Write down. 5 WAYS YOU CAN IMPROVE CUSTOMER SERVICE IN YOUR BUSINESS 44. Asking for referrals IF YOU DONT ASK YOU DONT GET 45. Asking for referrals NO TODAY DOES NOT MEAN NO TOMORROW 46. Asking for referrals MAKE IT EASY FOR YOUR CLIENTS TO REFER 47. Asking for referrals 48. Ways to ask for referrals 1. The business card 2. At the point of sale 3. After an emotional moment 4. At their premises (Mark Capelin) 49. Focus on WALLET SHARE 50. 6 times easy to get an existing client to buy again 51. Cash is king 52. The one minute millionaire 53. Ideas to make more money 1. Increase your prices 2. Impulse buys 3. Sell premium service 4. Up sell 5. Down sell 6. Create bulk deals 7. Stop discounting 8. Sell information products 9. Sell other peoples products 10. Sell complimentary products 54. The fastest way to get RICH CHUNK SELL