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Exceptional service for Exceptional Profits
This document discusses the importance of providing exceptional service in order to achieve exceptional profits. It argues that clients buy good feelings and problem solving rather than just products or services. Exceptional service differentiates a business and builds trust and loyalty with clients. The document provides examples of exceptional service, such as personalizing service to clients' needs, expressing gratitude, and going the extra mile. It emphasizes listening to clients, small thoughtful gestures, and frequent communication to nurture strong relationships. Providing exceptional service creates an emotional bond with clients and allows one to enjoy their business more.
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Exceptional service for Exceptional Profits
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- 2. Exceptional service =Exceptional profits Presented by: Gil Li-ran VP of marketing – RE/MAX Israel Coach & Trainer
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- 7. Why service? Exceptional serviceis The ULTIMATE weapon
- 8. People share twokinds 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. Clients don’t buyproducts 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?
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- 13. What can Igive 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. 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. Thinking outside thebox 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
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- 18. What is positioning? It’snot “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. What is mypositioning?
- 20. PRICE Low costTopprice 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
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- 23. 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
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- 25. Possible communication formats: Handwrittennotes 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!
- 26. 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!
- 27. Frugal WOW: Sending anew 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!
- 29. Exceptional service values Personalize Createemotional bond Inform and update Be open and transparent Express gratitude and appreciation Go the extra mile Inspire yourself – everyday!
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- 32. To view thispresentation please Send an e-mail titled “SERVICE” To: gil@gilliran.com THANK YOU!