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Exceptional Service for
Exceptional Profits
Exceptional service = Exceptional profits
Presented by:
Gil Li-ran
VP of marketing – RE/MAX Israel
Coach & Trainer
Why service?
Why service?
Why service?
Why service?
Why service?
Exceptional service is
The ULTIMATE weapon
People share two kinds of service:
Terrible service
Exceptional service
The ability to share today is greater than ever
Ex...
Clients don’t buy products or services:
They buy good feelings
They buy problem solving
Most clients needs are emotional, ...
Constant exceptional
service requires
constant inspiration
Service story #1
Service story #2
What can I give that no one else has?
How can I stay in touch or thank the
people who didn’t choose me?
What can I give th...
Personalization to clients’ needs
Who do I buy from?
What do I buy?
How do I buy?
Creating trust and caring
Can I trust yo...
Thinking outside the box
The surprise and shock factor carries a huge impact
Showing gratitude and appreciation to our cli...
Service story #3
Service story #4
What is positioning?
It’s not “what is my service?”
It’s not “what do I think my service is?”
It’s what my clients think a...
What is my positioning?
PRICE Low costTop price
QUALITY
Exceptional serice
Low level service
Competitor 2
Competitor 3
Competitor 4
Competitor 9
C...
Service story #5
Exceptional service
Listen 80% of the time
Small gestures – “The Frugal WOW”
It’s not the gift – it’s the thought behind i...
Service story #6
Possible communication formats:
Handwritten notes  letters
E-mails
SMS  IM
Short videos
Communication 1 – a client that di...
Communication 4 – birthdays (including family)
Communication 5 – relocation one year anniversary
Communication 6 – social ...
Frugal WOW:
Sending a new buyer a pizza to the new home
Send a seller a “thanks for choosing me” gift
Rewards referral  re...
Exceptional service values
Personalize
Create emotional bond
Inform and update
Be open and transparent
Express gratitude a...
Exceptional service
=
Exceptional profits
Exceptional service
=
Exceptional LIFE
To view this presentation please
Send an e-mail titled “SERVICE”
To: gil@gilliran.com
THANK YOU!
Exceptional service for Exceptional Profits
Exceptional service for Exceptional Profits
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Exceptional service for Exceptional Profits

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Exceptional service for Exceptional Profits

  1. 1. Exceptional Service for Exceptional Profits
  2. 2. Exceptional service = Exceptional profits Presented by: Gil Li-ran VP of marketing – RE/MAX Israel Coach & Trainer
  3. 3. Why service?
  4. 4. Why service?
  5. 5. Why service?
  6. 6. Why service?
  7. 7. Why service? Exceptional service is The ULTIMATE weapon
  8. 8. People share two kinds of service: Terrible service Exceptional service The ability to share today is greater than ever Exceptional service = differentiation Good service is fine, but it doesn’t differentiate Remember who’s the boss The client pays our salary Why service?
  9. 9. Clients don’t buy products or services: They buy good feelings They buy problem solving Most clients needs are emotional, not rational Your brand is what people say about you Our focus should be on service before anything else Creating value that exceeds the limits of our product Generating a unique service experience Why service?
  10. 10. Constant exceptional service requires constant inspiration
  11. 11. Service story #1
  12. 12. Service story #2
  13. 13. What can I give that no one else has? How can I stay in touch or thank the people who didn’t choose me? What can I give that is completely unexpected? 3 fundamental questions
  14. 14. Personalization to clients’ needs Who do I buy from? What do I buy? How do I buy? Creating trust and caring Can I trust you? Are you good at what you do? Do you really care about me? 21st century service
  15. 15. Thinking outside the box The surprise and shock factor carries a huge impact Showing gratitude and appreciation to our clients Treat clients as if they were guests at your house Loyalty is more important than satisfaction Satisfied customers are still price-driven 21st century service
  16. 16. Service story #3
  17. 17. Service story #4
  18. 18. What is positioning? It’s not “what is my service?” It’s not “what do I think my service is?” It’s what my clients think about my service Why is positioning important? Allows me to get to more customers Allows me to receive higher commissions Allows me to enjoy my business and grow Service & positioning
  19. 19. What is my positioning?
  20. 20. PRICE Low costTop price QUALITY Exceptional serice Low level service Competitor 2 Competitor 3 Competitor 4 Competitor 9 Competitor 7 Competitor 6 Competitor 5 Competitor 8 Competitor 1 ME
  21. 21. Service story #5
  22. 22. Exceptional service Listen 80% of the time Small gestures – “The Frugal WOW” It’s not the gift – it’s the thought behind it Express gratitude & appreciation Try to always say “YES” Thoroughly explain your “NO” If you can’t help – recommend someone who can
  23. 23. Service story #6
  24. 24. Possible communication formats: Handwritten notes letters E-mails SMS IM Short videos Communication 1 – a client that didn’t sign Communication 2 – one day after listing (seller) Communication 3 – one day after first call (buyer) Let’s get practical!
  25. 25. Communication 4 – birthdays (including family) Communication 5 – relocation one year anniversary Communication 6 – social media life event follow up Communication 7 – important real estate news Communication 8 – important neighborhood news Nurture a warm and fun environment Let’s get practical!
  26. 26. Frugal WOW: Sending a new buyer a pizza to the new home Send a seller a “thanks for choosing me” gift Rewards referral recommendations with gift voucher Random phone calls showing support, interest & gratitude Windshield voucher for people who got parking fines And so much more! Let’s get practical!
  27. 27. Exceptional service values Personalize Create emotional bond Inform and update Be open and transparent Express gratitude and appreciation Go the extra mile Inspire yourself – everyday!
  28. 28. Exceptional service = Exceptional profits
  29. 29. Exceptional service = Exceptional LIFE
  30. 30. To view this presentation please Send an e-mail titled “SERVICE” To: gil@gilliran.com THANK YOU!

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