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LOYALTY
   IS
 LOVE!
THE HEART OF THE MATTER

Loyalty is the new business driver
• 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
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%
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
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
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.
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
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
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!
Receive a little LOVE...

Learn more about Campbell Homes:
     www.campbellhomes.com

    info@campbellhomes.com

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Loyalty Is Love

  • 1. LOYALTY IS LOVE!
  • 2. THE HEART OF THE MATTER Loyalty is the new business driver
  • 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. 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. 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. 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. 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. 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. 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. 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. Receive a little LOVE... Learn more about Campbell Homes: www.campbellhomes.com info@campbellhomes.com