BUILDING A REFERRAL BASED
BUSINESS
Customer Service…
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…
The Emotional Bank Account…
DEPOSITS WITHDRAWLS
Your Ideal Customer…
A
B
C
D
wesome
asic
an’t deal with
ead
Who are your Top 20% ... ?
Information is power…
Do Customers leave feeling?…
OR
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% - Perceive...
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 FACT...
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
• O...
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 card
2. At the point of sale
3. After an emotional moment
4. At their premises (...
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 prices
2. Impulse buys
3. Sell premium service
4. Up sell
5. Down sell
6. Create...
The fastest way to get RICH
CHUNK
SELL
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Building A Referral Based Business

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  • Thanks them, 2 questions – time is your most valuable asseet.Ice breaker – stand and find 2 people – preferabley people you dont know. Intorduce yourself – your business (or what you do) and what your intention is for this workshop – 8 minsIntroduce the talk – 3 mins
  • Building A Referral Based Business

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