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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
  • Transcript

    • 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 you’re building a…
    • 10. The Emotional Bank Account… DEPOSITS WITHDRAWLS
    • 11. Your Ideal Customer… A B C D wesome asic an’t 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. Don’t wait until there’s 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 DON’T 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 it’s… 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 DON’T ASK YOU DON’T 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

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