Loyalty Is Love

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Campbell Homes talks about ways to show your customers the love!

Published in: Real Estate, Business, Education
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  • Loyalty Is Love

    1. 1. LOYALTY IS LOVE!
    2. 2. THE HEART OF THE MATTER Loyalty is the new business driver
    3. 3. • You Can't Hurry LOVE! • Building Loyalty requires commitment from EVERYONE • PRICE doesn’t matter • CUSTOMER EXPERIENCE does • CARING allows for forgiveness & feeds your business
    4. 4. TOP 5 REFERRAL DRIVERS BUYERS Installation & Workmanship - 29% Options - 16% Construction Rep Skills - 10% Sales Experience - 9% Customer Care Experience - 7% HOMEOWNERS Customer Care Experience – 47% Framing/Wall Alignment – 13% Plumbing – 8% Flooring – 7% Windows 7%
    5. 5. THE LOVE COMMANDMENTS THOU SHALT NEVER FORGET THE CUSTOMER THOU SHALT REMEMBER CUSTOMER NEEDS FIRST THOU SHALT REMEMBER YOU NEED YOUR CUSTOMERS THOU SHALT FORGET THE NUMBERS AND REMEMBER THE HEART THOU SHALT NURTURE PERSONAL CONNECTIONS THOU SHALT LOVE INTERRUPTIONS THOU SHALT NEVER ARGUE WITH CUSTOMERS
    6. 6. The Heart of the Matter • Customer Loyalty is a philosophy. A LIFESTYLE CHOICE! • It starts at the top and works it’s way down • It starts at the bottom and works it’s way up It requires A LOT of work It requires A LOT of pain It requires A LOT of dedication
    7. 7. Remember the Customer Building a relationship with your customers builds: • Respect • Trust • Loyalty Remember the golden rule.... Treat others the way you want to be treated.
    8. 8. How to show the LOVE • Under promise and over deliver by exceeding Customer Expectations • Make Customers important • Respect the Client • Tailor the experience • Get it right the first time • Clean up before and after the work • Provide service quickly
    9. 9. The Love Check List: • Speak your customers language • Connect constantly and easily • Respond quickly • Make business seamless • Lose the Loops – make the connection personal • Go Farther – exceed expectations
    10. 10. TRUST BUILDS LOVE CONSISTENCY BUILDS LOVE! Return calls in a timely manner Warm and genuine greeting Total customer focus Be polite Consistency between departments Speak well of the competitors Be empathetic Be prepared to deal with children Be honest Do what you say you’ll do!
    11. 11. Receive a little LOVE... Learn more about Campbell Homes: www.campbellhomes.com info@campbellhomes.com

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